Problem with office jet pro 9012 e

Shabeel1 · ‎08-05-2023

I reported the problem over two weeks ago regarding the issue with my new printer. it takes about 30sec for one page to print. The gentleman could not fix the problem. he agreed to call back which never happened. Then I tried to contact HP via WhatsApp but they have been refusing to deal with it because it was already reported over the phone. The phone line is only open weekdays when I am at work.

Very poor service. I can not believe it.

Nal_NR · ‎08-07-2023

Hi @Shabeel1,

Welcome to the HP Support Community.

I'd like to help!

Apologies. If you have already tried these steps from this document and still having issues, then the printer needs to be checked via phone.

Hope this helps! Keep me posted for further assistance.
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!

Nal_NR-Moderator
I am an HP Employee

Shabeel1 · ‎08-08-2023

Thanks for your reply. The printer was checked over the phone on 22nd July and the gentleman was unable to fix and said he would phone me back in couple of day but he never phoned back . 😞

case reference ID is [Personal Information Removed]

Shabeel1 · ‎08-18-2023

I spoke to HP again on 11th Aug, the gentleman was on the phone for 1-2 hours and tried to fix it. Then agreed to call back on Monday but as usual nobody called me back. At the end, he said because the system is down therefore can not give the case number. There was same excuse when I spoke to another person about a week before that. Now I checked the status of the case, it says closed. 😞

Shabeel1 · ‎08-19-2023

The printer was checked again over the phone on 11 Aug but was unable to fix it. The gentleman agreed to call back on 14th Aug but NO call back as usual. At the end of the call, he told me that his system is down and can not give me the case number. Yesterday when I check on HP website, the old case was closed without resolving the issue 😞

Treeko · ‎08-21-2023

Hi @Shabeel1

Welcome to HP Support Community.

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

I see that you are facing printer issue.

Kindly refer to the steps below and let me know if that fixes the issue.

Please perform the below steps and let me know

1) Turn off the Router, Printer, and the computer/ mobile devices.

2) Wait for 60 seconds.

3) Turn on the Router first and wait for all the lights to stabilize.

4) Take out the cartridges.

5) Unplug the power cord from the printer & wall.

6) Wait for 30 seconds.

7) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector.

😎 Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back > Insert the cartridges

9) Turn on the computer/ mobile devices.

and also uninstall the HP smart app and reinstall it

Update the firmware:

Request you to update printer firmware. Kindly refer to the steps on this link and let me know if that fixes the issue.

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!

I hope this helps.

Take care and have a good day.

Treeko

HP Support

I am an HP Employee

Shabeel1 · ‎08-21-2023

Hi Treeko,

Thanks for your reply. It does not work . Actually, I did it during my first call with HP on 22nd July 2023 as well. Still same issue.

Treeko · ‎08-26-2023

Hi @Shabeel1

We can perform a factory defaults on the printer to resolve the issue

To restore the printer to the original factory defaults

1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch ( Setup ).

2. Touch Printer Maintenance.

3. Touch Restore.

4. Touch Restore Factory Defaults. A message appears stating that the factory defaults will be restored.

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!