OfficeJetPro 9125e can't find wifi + invalid serial #

[davis6120]

My OfficeJetPro 9125e is not connecting to home wifi or working with a cable. Even though I know I am entering the correct serial number the HP automated phone support and website are saying it is invalid. I was able to log a case number but don't see a way to follow up on that case.

So I am stuck and would like support. This is a brand new printer and not usable. 

[Sneha_01]

Hi @davis6120 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I'm sorry to hear you're having trouble with your HP OfficeJet Pro 9125e printer, especially since it's a brand new device. Let's work through a few steps to get your printer connected to Wi-Fi and resolve the serial number issue.

Steps to Troubleshoot Wi-Fi Connection:

1. Check for Network Issues

• Make sure that your Wi-Fi network is working properly and that other devices (like phones or laptops) can connect to it without issues.
• Ensure the Wi-Fi is using 2.4 GHz and not 5 GHz if you have a dual-band router. Some printers may have trouble connecting to 5 GHz networks.
• Restart your router to resolve any network glitches.

2. Connect Printer to Wi-Fi Using WPS

If your router supports WPS (Wi-Fi Protected Setup), this is often the easiest way to connect your printer to Wi-Fi without needing to enter the Wi-Fi password.

• On the router: Press the WPS button on your router. The WPS light should blink.
• On the printer: Go to the Control Panel of your printer. Select Wi-Fi settings and choose WPS. The printer will try to automatically connect to the Wi-Fi network via WPS.
• Once connected, the printer’s Wi-Fi light should be solid, indicating a successful connection.

3. Manual Wi-Fi Setup

If WPS is not an option, you can manually enter your Wi-Fi information:

1. Go to the Control Panel on your printer.
2. Select Setup > Network > Wireless Setup Wizard.
3. The printer will search for available Wi-Fi networks. Select your home network from the list.
4. Enter your Wi-Fi password carefully.
5. Once the printer connects, check for the Wi-Fi symbol on the printer's screen to confirm the connection.

Addressing the Invalid Serial Number Issue:

If you're seeing an invalid serial number error, here are a few things to check:

1. Verify the Serial Number

• The serial number is typically found on the back or bottom of the printer or on the printer’s box. Make sure you’re using the correct one.
• Double-check the characters (e.g., if it’s a 0 or an O, 1 or I) to ensure you're entering it correctly.

2. Reset the Printer

A hard reset might help clear out any errors related to the serial number.

• Turn off the printer and unplug it for about 30 seconds.
• Plug it back in, power it on, and try entering the serial number again

I hope this helps.

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