jet pro all in one 9015e- prints but Geek Squad messed up printing and scanning.

[robinlouise7]

Greetings. i have a Jet Pro All in One - printer, copier, scanner 9015e that has worked beautifully. Took my lap top to best  buy geeks who fixed one problem but seem to have dismantled my wireless connections for printing and scanning. HP has an expired serial number for a different printer. The HP tech who use to be my personal tech guy-- and did help me -- seems to have vanished. All I want is to update my warranty and fix this problem.  I can't find a phone number. They sent me a Case Number but there is no way to contact anyone. Suggestions? 

[Kuroi_Kenshi]

Hi @robinlouise7,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding the wireless connectivity issue!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Ensure Printer is Connected to the Correct Network

1. On the printer’s control panel, navigate to Network Setup > Wireless Settings and ensure your printer is connected to your Wi-Fi network.
2. Enter the Wi-Fi password if prompted.

Restart Devices

1. Turn off your printer, computer, and router.
2. Wait for 1-2 minutes, then power on the router first, followed by the printer and your computer.

Update Printer Firmware and Drivers

1. Visit the HP support website to check for and install the latest firmware updates for your printer.
2. Also, update the printer drivers for your computer.

Reinstall Printer Software

1. Uninstall the existing printer software from your computer:
   • Open Control Panel > Programs and Features.
   • Locate the HP printer software and click Uninstall.
2. Download and install the latest HP OfficeJet Pro 9015e software from the HP support website.

Use HP Smart App

1. Install the HP Smart app on your computer and mobile device. This can help manage your printer and troubleshoot connectivity issues.
2. Follow the on-screen instructions in the HP Smart app to set up and connect your printer.

Check IP Address Settings

1. Print the Network Configuration Page from the printer’s control panel (this helps you verify the IP address settings).
2. Ensure the IP address is correct in the printer driver settings on your computer:
   • Go to Control Panel > Devices and Printers.
   • Right-click your printer and select Properties.
   • Navigate to the Ports tab and click Configure Port.
   • Update the IP address with the correct one from the Network Configuration Page.

Verify Printer and Scanner Status

1. Open Control Panel > Devices and Printers.
2. Ensure the HP OfficeJet Pro 9015e is not set to offline by right-clicking on the printer icon and selecting See what’s printing. Verify that Use Printer Offline is not selected.

I hope this helps.

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