office jet pro 9020 red x stuck on screen stuck on same print job over and over

[daphnelarocca]

hi after doing multiple troubleshooting restore factory defaults on printer updating IOS the multiple power cycles the printer only seems to respond / print when the plug is unplugged & replugged in then it reverts back to old printer jobs(3 page pdf file) where it proceeds to print page 3 on page 2 it gets "stuck" red x appears & the only way to resolve is to cancel then when you retry/unplug again its stuck in this same loop again only printing page 2+3 & getting "stuck" red X never goes off the screen of the printer 

[Samrit26]

Hello,

That’s a strong indicator of a firmware-level job spool corruption in the printer’s internal memory or network queue, which sometimes happens on HP OfficeJet Pro 9020 series (9020/9022/9025/9028, etc.) after repeated interrupted print jobs or firmware updates. The behavior you describe — jobs printing only after power cycling, printing partial pages (page 2–3), and then locking up with a red “X” — fits that exact failure mode.

Let’s go through the structured recovery sequence to flush all persistent job data and restore stable operation.

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1. Clear the printer’s internal job memory (forced flush)

Even if you’ve done a factory reset, cached jobs can remain in the print controller’s non-volatile memory.

Do this carefully:

1. Unplug the printer’s power cord from the wall.

2. Wait 60 seconds — this allows the internal capacitors to discharge.

3. While holding Power and Cancel (X) together, plug the power cord back in.

4. Keep holding both buttons for about 15 seconds, then release.

   • The printer should start up with a slightly longer boot time — that’s normal.

   • This triggers a deep controller reset that clears the volatile print queue, unlike a simple “Restore Defaults”.

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2. Delete queued print jobs on all devices

The printer may still be receiving stale jobs from your computer or iOS device.

• On your computer (Windows/macOS), open the printer queue window and cancel all pending jobs.

• On your iPhone/iPad, clear AirPrint jobs by double-tapping the Home button (or swiping up), finding the print center, and cancelling any jobs still active.

• If you’ve ever printed from HP Smart, open the app → Printer Queue → Clear All.

This ensures nothing re-triggers the same corrupted 3-page job.

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3. Disable Print Anywhere / Cloud Print temporarily

On the printer’s control panel:

1. Go to Web Services → Print Anywhere.

2. Turn it off temporarily.
   This prevents the printer from syncing old print jobs cached in HP’s cloud spooler.

You can re-enable it later once the printer is stable.

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4. Reinstall firmware (forced overwrite)

Even if the printer reports up-to-date firmware, corruption can persist internally.

1. Visit support.hp.com → search your model → download the firmware update utility.

2. Connect the printer via USB (not Wi-Fi).

3. Run the updater and allow it to force reinstall the same or newer firmware build.

   • This refreshes the controller logic and clears hidden job queues in NVRAM.

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5. Perform a clean setup

After firmware reload and reset:

1. Run Restore Factory Defaults once more from Setup → Printer Maintenance → Restore Defaults.

2. Reconnect Wi-Fi and sign back into HP Smart.

3. Run a Test Print (internal report, not a document) to verify stability.

4. Only after that, try printing the original document again from your computer.

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6. If red “X” persists after the above

If the red X still reappears immediately when attempting to print, it means the formatter board (the logic PCB that handles print job spooling) is retaining corrupt non-volatile memory even after resets — a rare hardware fault.
At that point, HP’s service center will replace the formatter PCA under depot repair.

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Summary

Step	Action	Purpose
1	Power+Cancel reset	Clears deep spool memory
2	Clear jobs on all devices	Prevents re-sending corrupt jobs
3	Disable Print Anywhere	Blocks cloud queue re-sync
4	Force reinstall firmware	Removes controller corruption
5	Factory reset and re-add	Clean slate setup
6	If issue repeats	Formatter hardware fault → depot repair