hp officejet pro 9015e will not detect paper size correctly

[vitamanx2c]

hp officejet pro 9015e will not detect paper size correctly and stops on the align printhead screen. When I try to continue the printer does not detect the correct size and errors to paper size mismatch.  I cannot access the printer wirelessly as I had done a reset to try and fix the paper size detection issue.  now I cannot access the home screen at all.  Once the paper size mismatch screen shows it is locked up and will not allow me to do anything.  

Note:  the paper size detection issue was happening prior and in this community it told me to reset the printer to factory settings.  That took away wifi access and I do not have a cable to connect via USB. 

[Nal_NR]

Hi @vitamanx2c,

Welcome to the HP Support Community. 

I'd be happy to help you! 

If your HP OfficeJet Pro 9015e is not detecting the internet after a reset, you can follow these steps to troubleshoot and resolve the issue:

Restart the Printer and Router:

• Turn off the printer.
• Unplug the power cord from the printer and the router.
• Wait for at least 60 seconds.
• Plug the power cord back into the router and turn it on.
• Wait for the router to fully start up.
• Plug the power cord back into the printer and turn it on.

Check Wi-Fi Settings:

• Ensure that your Wi-Fi network is functioning correctly and other devices can connect to it.
• Make sure your Wi-Fi network name (SSID) and password are correct.

Reconnect to Wi-Fi Network:

• On the printer's control panel, go to the Wi-Fi settings.
• Select "Wireless Setup Wizard" or a similar option.
• Follow the on-screen instructions to select your Wi-Fi network and enter the password.

Check for Firmware Updates:

• Make sure your printer firmware is up to date. Firmware updates can resolve connectivity issues.
• Visit the HP Support website to download and install the latest firmware for your printer.

Reset Network Settings on the Printer:

• On the printer's control panel, navigate to the "Network" or "Wireless" settings.
• Look for an option to restore network settings to factory defaults or reset the network settings.
• Confirm the reset and then reconnect to your Wi-Fi network using the Wireless Setup Wizard.

Check Router Settings:

• Ensure that the router is not blocking the printer's MAC address.
• Disable any network filters or parental controls that might be preventing the printer from connecting.
• Ensure the router's firmware is up to date.

Use HP Smart App:

• Download and install the HP Smart app on your mobile device or computer.
• Use the HP Smart app to help reconnect the printer to your Wi-Fi network.
• Follow the on-screen instructions in the app to add the printer and connect it to the network.

Change Wi-Fi Channel:

• Access your router settings and change the Wi-Fi channel. Sometimes, interference on a particular channel can cause connectivity issues.
• Refer to your router's manual for instructions on how to change the Wi-Fi channel.

Disable VPN and Firewall:

• Temporarily disable any VPN or firewall settings on your router or computer that might be blocking the printer from connecting to the network.

If the printer still does not detect the internet after trying these steps, consider contacting HP Support for further assistance or consulting with your internet service provider to ensure there are no network issues affecting the printer's connectivity.

For paper mismatch issues. refer to this document and see if that helps. 

Hope this helps! 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”.

[vitamanx2c]

This is of no help to me whatsoever.  The home screen is not even accessible as the paper size issue will not clear.  I cannot follow the steps provided as I cannot access the menu.  

Here is the first screen that comes up when turning on the printer:

 

The printer sends a blank piece of paper through the printer and displays the following screen:

 

After touching "OK", the printer sends another piece of blank paper through the printer and displays the following message:

 

At this point the screen is frozen until it is powered off and back on (this includes unplugging).  When powered back on the printer repeats the sequence.

[Nal_NR]

Hi @vitamanx2c,

Thank you for performing the recommended steps, I see that it has not helped. 

As a last resort, let's try a Semi-full reset.

The reset instructions are specific to your printer and performing those steps on a different printer may brick the device. 

I've sent you a private message with reset instructions, follow the reset instructions 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 Community profile, next to your profile Name or simply click on this link.

Hope this helps! Keep me posted. 

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