B87126D0 - Turn power off then on again - Officejet Pro 8500 Premier A909n

[Offic8500-A909n]

Hello,

my HP  Officejet Pro 8500 Premier A909n started giving me an error in the last couple of days.  The blue screen error code is B87126D0  and then it shows a message "Turn power off, then on again".  When I press the power button, it restarts and it does the alignment and actually prints the alignment sheets well.  But then it goes back to the same error.  Other times after powering it on, I went to the menu to print a self test report and it printed it successfully. 

The printer was working great when this start happening.  No new software/firmware were installed.   Based on what I read on these forums, I tried to do a hard reset by holding the # + 9 then unplugging it and then plug it back in after 60 seconds while holding #+9.  It didn't seem to reset anything.

I think this is a software or bad non-volatile memory settings.  From what I've read on these forums, most people's issues are resolved after receiving a private message with further instructions.

Any help would be greatly appreciated.

[TEJ1602]

@Offic8500-A909n, Welcome to HP Support Community!

I appreciate your efforts in trying to resolve the issue. If you have already performed the steps from the document HP Inkjet Printers - '0xc19a0005' or Similar Error Code Displays and the issue persists, it could be a hardware failure.

Please reach out to the HP Support in your region regarding the service options for your printer.

Hope this helps!

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Offic8500-A909n]

Thanks for your prompt response TEJ1602.  Unfortunately the HP Inkjet Printers - '0xc19a0005' or Similar Error Code Displays  link didn't help.

However I managed to fix my issue.  I knew my issue was not a hardware issue and had to be software/firmware related because I was able to print test reports from the printer before the error pops up.  Here's how I fixed my issue in the hope I can help someone else with similar issue for the same printer model.  As a disclaimer, please try the steps outlined below at your own risk.  I'm not responsible for any damages to your printer.

In summary, after many different attempts, I figured out the NVM (non-volatile memory) reset procedure for my Officejet Pro 8500 Premier A909n and I also removed the printer from my computer and then added it again.  Please read all the instructions and see if you want to try to remove and re-add the printer from your computer first to see if that by itself resolves your issue.

Below are the NVM reset procedure:

1. Unplug the printer from the back.
2. Wait about 60 seconds.
3. With the printer unplugged, press and hold down the # and 9 buttons simultaneously and then plug in the power supply from the back.
4. Continue to hold the # and 9 seconds for about 30 seconds while the printer boots up.  After some time, the printer will seem stuck booting (no display update).  Shorter buttons hold time such as 15 seconds may work, but just to be on the safe side, hold them for 30 seconds.
5. Release the # and 9 buttons after 30 seconds and then press and hold the power button for about 15-20 seconds.
6. Release the power button and wait for 5 seconds and then press and hold the power button again until the printer starts to boot up again (display updates) then you can let go of the power button.
7. The printer will continue to boot and when finished, the display will show a confirmation message that NVM is reset.
8. The printer will do realignment and printer head cleaning.
9. Do not configure the printer's network until you remove the printer from your computer.  Head over to your computer and completely remove the printer from your computer.
10. Only after doing step 9, then you can configure the printer's network configuration and any other printer settings.
11. Add the printer device to your computer again and you should be set.

The steps above clears the NVM and removes and then adds the printer device back to your computer.  The issue will not be fixed unless the steps are followed in the correct order.   The only change you could try is to delete all the jobs in the printer queue or remove and then add the printer again before trying to reset the NVM.  I personally completely removed the printer and added it again.  In my case, every time I did the NVM reset procedure, the printer seemed to work until I connected it to my wireless or wired network.  When connected to the network, the existing jobs are sent over to the printer and that resulted in the B87126D0 error.  Maybe I could've gotten away without resetting the NVM and simply clearing the printer's queue or deleting the printer and adding it again.  I'm not sure.  What led me to this fix is the fact that I did the NVM reset and then I connected the printer directly to my computer through the USB cable and I was able to print and everything worked.  Because I knew my issue was software related and it only happened when the network connection was established, initially I thought maybe the WiFI card on the printer is bad, but I also had the same result when I repeated the procedure and setup the wired connection.  At the end, I looked at my computer and saw that the printer had 2 jobs in the queue.  I decided to remove the printer and added it again and everything worked since then.

I hope my experience and steps will help you resolve your printer issue and inspire you to try to fix it before you decide to throw it away.

[TEJ1602]

@Offic8500-A909n

That's great! Happy to hear that.

Cheers!