The printer scans from the app but does not print and shows Printer Failure and error code 71.02.4A

[JOJO256]

My printer has worked fine until today when I tried to print from my Laptop using the HP Smart app. The Smart app said the printer needed my intervention and when I checked the printer, the error message said Printer Failure and Event code 71.02.4A along with suggestions to correct the fault. I have tried turning it off and back on etc. but without success. The control panel remains lit sowing the error message. I noticed that I can scan from the app but when I try to print the scanned document, the same error message is displayed and doesn't print. 

[Hawks_Eye]

Hi @JOJO256 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for explaining the situation so clearly. It’s understandably frustrating to see your HP OfficeJet 8012e suddenly stop printing and display a persistent error—especially when scanning still works. 

The error code 71.02.4A typically points to a mechanical or firmware-level fault that prevents the printer from completing print operations.

Let’s walk through a focused recovery path to help restore full functionality:

 

1. Perform a Full Power Reset

This clears residual faults from memory.

• Turn off the printer using the power button.
• Unplug the power cord from both the printer and the wall outlet.
• Wait at least 60 seconds.
• Plug it back in directly to a wall outlet (avoid surge protectors).
• Power on the printer and check if the error clears.

 

2. Check for Paper or Cartridge Obstructions

Internal jams or misaligned cartridges can trigger mechanical errors.

• Open the ink cartridge access door.
• Remove and reinsert all cartridges carefully.
• Check for any loose paper, debris, or misaligned components.
• Close all doors firmly and restart the printer.

 

3. Update Firmware via USB

If the printer won’t connect wirelessly, use a USB cable to update firmware.

• Visit the HP OfficeJet 8012e Driver Page.
• Download the latest firmware update for Windows.
• Connect the printer via USB and run the firmware installer.
• Follow on-screen instructions to complete the update.

 

4.  Use HP’s Diagnose & Fix Tool (Windows)

• In the HP Smart app, click Printer Settings > Diagnose & Fix.
• Let it run a scan—it will automatically fix common connection issues.
  You can also access this tool on HP’s support page if needed.

 

5. Print from a Different Source

Try printing a simple document from another app (e.g., WordPad or Notepad) or another device.

• This helps confirm whether the issue is isolated to the HP Smart app or system-wide.

Once these steps are complete, try printing again. If the error persists, please let me know what the control panel displays after restart—I’ll guide you further based on that. You're close to restoring smooth, reliable printing.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye