HP Officejet Pro 9015e. Printer starts and goes to "verifying" mode but no further

[Grandad76]

I've had the printer for a couple of years and it worked without issue as a home network printer. Then it stopped with a jammed print job I couldn't clear and then subsequently will not start but goes to "verifying" mode but no further.  Tried disconnecting power and restarting several times without success.  Any help would be much appreciated,.

[Kuroi_Kenshi]

Hi @Grandad76,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your printer!

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

Try these steps:

Power Reset:

• Disconnect the power cord from the back of the printer while the printer is still on.
• Unplug the power cord from the power source.
• Wait for about 60 seconds.
• Plug the power cord back into the power source and reconnect it to the printer.
• Turn on the printer.

Check for Firmware Update:

Kindly refer to this link to update your printer firmware.

Perform a Factory Reset:

Refer to the steps on this link to restore factory defaults.

Clear Internal Error:

• If a factory reset does not resolve the problem, clear any remaining internal errors:
  • Turn off the printer and unplug it.
  • Remove the paper tray and any paper.
  • Open the printhead access door and check for any obstructions or debris.
  • Close the printhead access door, replace the paper tray, and plug the printer back in. Turn it on.

Printer Self-Test:

• Access the printer's built-in diagnostic tools by navigating through the settings menu.
• Run a printer self-test to check for hardware issues. Follow prompts for any additional steps provided by the diagnostics.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Grandad76]

Hello Kuroi Kenshi

First - many thanks for responding to my question - I finally got to the suggested solution yesterday evening and things didn't go quite the way you described.

1. I had tried the disconnect from power and then reconnect several times without success

2. When in "verifying" mode the screen on the printer just shows a rotating circle and no other button appeared to work

3. the printer was offline so couldn't be accessed by my computer using the HP Smart app.

While trying to implement your suggestion for moving forward I noticed that at the bottom of the "verifying" screen there was an "X" button.  Pressing it disengaged the verifying process and up came the screen with the various options - copy, scan etc.  I continued with your suggestions and did a factory reset and updated the software using the printer screen.  After entering the network password the printer indicated that it was connected but still not online according to the HP Smart app but no error codes were displayed.  Within the HP Smart app there is an automated assistant and using this option the offline issue was solved.  I tried to print and scan both successfully.  I turned off the printer, turned back on after several minutes and successfully printed a test page.  I think the problem is solved so again many thanks.

[Kuroi_Kenshi]

Hi @Grandad76,

Thank you so much for the detailed follow-up. I'm really glad to hear that you're now able to print and scan successfully!

You did a great job troubleshooting the situation and taking initiative, especially spotting that “X” on the verifying screen. nicely done! 👏 It's also wonderful to know that the HP Smart app's assistant helped get things fully back online. It sounds like your printer is back in action and ready to roll!

If you ever need help down the road or just have questions about getting the most out of your HP printer, I’m always here for you.

If you're all set, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?"—your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Wishing you smooth printing and scanning ahead! 😊

Warm regards,