"Checking Paper" error on 9125e

[Pecosite]

I received a new HP OfficeJet Pro 9125e today, 01.31.24.  In trying to set it up, it continues endlessly to "check paper."  When I try to get assistance, I am asked for the S/N.  I quote the S/N from both the box and the rear of the machine, yet I am told that the S/N is incorrect.  It wold be nice if someone, preferably a human, would contact me to help.  Thank you.

The S/N shown is: [Personal Information Removed].  On the rear tag and the box.

[A_Gayathri]

Hi @Pecosite,

Welcome to The HP Support Community.  

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

I understand you are getting the "Checking Paper" error on your HP OfficeJet Pro 9125e could be caused by a misaligned paper tray, sensor issue, or firmware/software problem. Here’s how to troubleshoot it:
 

Step 1: Check the Paper Tray and Paper Load

Remove and Reload Paper:

• Pull out the paper tray and remove all paper.
• Fan out the paper stack and ensure it's properly aligned.
• Adjust the paper guides snugly without squeezing the paper.
• Reinsert the tray completely.

Use Supported Paper:

• Make sure you're using standard plain paper (8.5" x 11" or A4).
• Avoid overloading the tray.

Step 2: Reset the Printer

1. Turn off the printer and disconnect the power cord from the back.
2. Wait 2-3 minutes to allow the printer to fully reset.
3. Plug it back in and turn it on.

Step 3: Check for Paper Jams or Obstructions

• Open all access doors (input/output tray, ink access area).
• Use a flashlight to check for any stuck paper or debris.
• If you find anything, gently remove it.

Step 4: Update the Printer Firmware

If possible, try updating the firmware:

1. Open HP Smart on your computer.
2. Go to Printer Settings > Printer Updates and install any available updates.

Step 5: Verify Serial Number Issue

If HP's system isn’t recognizing your printer’s serial number:

• Double-check for typos (O vs. 0, l vs. 1, etc.).
• Check the printer’s info screen: If the printer is partially set up, go to Settings > Printer Information on the control panel.

I hope this helps. 

Take care and have a good day.

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