Error: B87A68C2

[el_G]

I was able to fully print up to 10:30pm 8/12/2021.

Getting a BSOD error on my new OfficeJet 9010e Printer.  The panel error is B87A68C2 and when it is on-line, the printer is not able to print.  Prior to this day, I was able to print, with occasional errors that it was not able to connect to the internet.  My router is behind a VPN tunnel.  The message that I get when I try to print now is:

Printer cannot print

A problem has occurred and you will be unable to print until the issue is resolved.  Check your HP account for more information. (did that)

If you have an hp+ printer, make sure you use original HP Cartridges. (just loaded new cartridges direct from HP)

To learn more, open the HP Smart app or visit www.hpsmart.com and sign in to your account.

HPSmart App from the phone says 'Ready to Print'.  HPSmart from Windows 10 PC says 'Printer is Busy'.  HPSmart.com says 'Printer off-line'.

If I send a print job to the printer, the printer 'acts' like it is preparing to print (prime paper loader, gears moving, etc.) but then comes up with the message referenced above.  Then if I try to print test page on panel, I get the blue screen of death on the panel.

If I try to restore to defaults from the web interface, I get the following:

Restore Factory Default Settings

The printer is busy. Try again later.

Click "OK" to go back.

Went to the panel to restore to factory defaults.  It's been an hour and still has the panel message of 'restart automatically'.

[Jay_G24]

Hi @el_G,

I'd like to help!

I understand you are receiving a "B87A68C2" error on the printer screen.

We can perform a semi-full reset  on the printer to resolve the issue

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
• In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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