Printer Error E9 + Not listed in HP smart app [Windows, IOS]

[kujtimf]

I haven't used this printer in a long time, the issue is when plugged in the device powers on and after a little bit a prompt E9 error pops up, i see that the issue is "firmware related" i then logged into HP Smart App on phone and desktop and the printer is not listed. the research i have found states to reset to factory. but to reset to factory you have to use the app. I have also followed the troubleshooting video for error code E9 and didn't work.

i went to the downloads page for the product and installed all drivers and to no avail it can not connect to the printer. 

I also have a printer cable as well that also did not work.

any help?

[Nal_NR]

Hi @kujtimf,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand that you are having issues with the error E9.

If you have performed all the steps from this document and still having issues, I recommend you contact phone support for further assistance. 

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[kujtimf]

1. Make sure the printer is on. Complete

2. Lift the ink cartridge access door until it locks into place. Complete

3. At the back of the printer, press and hold the Power and Wireless buttons for 5 seconds. Complete 

4. Wait 2-3 minutes for the printer to restart, Error Here [Context: When pressing these two buttons, the WIFI indicator on the printer turns blue and the lights on the printer by the output tray turn white compared to the purple it is normally. and does not "restart"] and then check the control panel for the E6 or E9 error.

If the error no longer displays, you resolved the issue. The printer is ready for use.

If the error still displays, continue with these steps...

5. Close the cartridge access door. Complete

6. On your computer or mobile device, close the HP Smart app, and then reopen it. Complete

7. Remove the printer from the HP Smart app. On the app home screen, right-click or long-press the printer name, and then select Hide Printer. Error Here [Context: There is no printer listed on the HP Smart app, I couldn't remember where I did the initial setup so I also checked my personal phone and it is also not on there.]

8. On the confirmation prompt, click Hide Printer again.

9. Click Add Printer or the plus sign . Complete

A list of available printers display.

10. Select the name of your printer, and then follow the instructions to set up the printer on a Wi-Fi network. [Context: It does show up on the list to add as a printer, Desktop Modem/Router, and Printer are within inches of each other. when tapping add printer, it will locate the printer, which then pops up with a screen showing the 3-4 step process of adding the device and it gets stuck at sending network information. attempting to do it on my phone printer doesn't show up at all. also tried using the printer with a USB printer cord to connect to HP Smart and it still couldn't locate the printer. Downloaded all the drivers on HP software download page and it wouldn't pop up on the lists to "update firmware"]

11. When prompted, press the blinking Information button on the control panel, and then follow the remaining instructions.

12. If you cannot complete the setup, close the HP Smart app, and then remove and re-add the printer again.

When the app home screen displays, restart the printer to complete the setup.

The control panel no longer displays the E6 or E9 error, and the printer is ready to use.

Contact HP Customer Support for further assistance if the previous steps did not resolve the issue.

[Nal_NR]

Hi @kujtimf,

Thank you for performing the recommended steps. Is the issue resolved?

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.