Critical System error on printer

[DamianBrand]

Hello. I have a printer that has output "A critical system error has occurred CE.96.20.0B.

I have reloaded the printer and the error wont clear and no printing can occur. Many searches have yielded no results as to what the issues is. Can anyone assist?

Many thanks

Fraser

[A_Gayathri]

Hi @DamianBrand,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Product. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• May I have the exact name of the model of the product? Refer to this document for steps to find the product details. Do not share your personal information such as serial, phone number, email ID, etc.

Could you please elaborate in detail? 

I hope this helps! Keep me posted. 

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!

Gaya1239

HP Support

[DamianBrand]

Hi Gaya1239

It is a HP OfficeJet Pro 9730e

It will not print or respond at all. Power cycle continues to bring up the error.

Any assistance is really welcome, I am totally stuck thank you.

Kind regards

Fraser

[A_Gayathri · Accepted solution]

Hi @DamianBrand ,

Welcome to The HP Support Community.  

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

I understand you are getting the error code CE.96.20.0B indicates a Critical System Error on your HP OfficeJet Pro 9730e printer. This typically occurs due to firmware corruption, hardware failure, or a communication error within the printer. Here are the steps you can try to resolve this issue:

1. Power Reset the Printer

• Turn off the printer and unplug it from the power source.
• Wait for at least 2–3 minutes.
• Plug the printer back in and turn it on.
• Check if the error clears.

2. Check for Firmware Updates

If the printer can still connect to a computer:

• Visit the HP Support page.
• Download the latest firmware for the HP OfficeJet Pro 9730e.
• Install the firmware via the USB or Ethernet connection.

If the printer is unresponsive, skip this step.

3. Perform a Partial Reset

• Turn off the printer.
• Unplug the power cord from the back of the printer.
• Press and hold the # and 3 buttons simultaneously while plugging the power cord back in.
• Release the buttons when the printer powers on and begins resetting.
• Follow the on-screen instructions and check if the error clears.

4. Perform a Full Reset

If the partial reset doesn’t work, you can attempt a full reset:

• Turn off the printer and unplug the power cord.
• Press and hold the # and 6 buttons while reconnecting the power cord.
• Release the buttons once the printer powers on.
• Complete the setup process.

⚠️ Note: A full reset will return the printer to factory settings and may erase network settings and other configurations.

5. Check for Hardware Issues

• Remove and inspect all ink cartridges for any signs of damage or leakage.
• Ensure no paper jams or obstructions are present.
• Verify that all connections (e.g., Ethernet, USB) are secure.

I hope this helps. 

Take care and have a good day.

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!

[DamianBrand]

Hi  Gaya1239

Thank you so much for the reply.

I will go through the step and see if I can rescue. The printer is still under warranty and if I have no joy I will seek to RMA.

Again, thank you for your assistance.

Kind regards

Fraser

[A_Gayathri]

HI @DamianBrand,

That's great! I am happy to hear that the issue has been resolved. If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead! 

Gaya1239 

HP Support