HP 9135e Printer Copy Enlarge Feature Disappeared After Automatic Firmware Update

[emiguyjim]

After a recent automatic firmware update on myHP 9135e the copy resize (25% to 400%) feature no longer appears as a choice on the printer display. On an HP webpage for the HP9135e under specs it clearly says "copy resize 25% to 400%."

Prior to the firmware I was able to use the feature. Two different support agents spent an hour with control of my laptop and HP Smart trying to fix the issue. One supervisor tech support agent tried to tell me that feature is on on my printer. Support has not fixed the problem. My case was esculated but all I have heard back is we are looing into it.

I am a retired electronics engineer and my training in logic tells me the problem is in the firmware update, but HP will not acknowledge that. Has anyone else had this problem?

Jim Engles

[zoey7886 · Accepted solution]

@emiguyjim, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding your HP 9135e Printer! 

We're thrilled to have the opportunity to assist you and provide a solution.  

Since you mentioned that two agents have already worked on this remotely and a supervisor has been involved, let’s try a few additional steps to see if we can restore the feature:

Check for Another Update: Sometimes, HP releases follow-up updates to fix unintended changes. Try checking for another firmware update via your printer settings or HP Smart.

Factory Reset: If you haven't already, restoring the printer to its factory default settings might help. This will remove any changes made by the latest update that could be interfering with the copy resize option.

On your printer, go to Setup > Printer Maintenance > Restore Factory Defaults.

HP Smart App or Embedded Web Server (EWS): Some features may still be accessible via the HP Smart app or the printer’s web interface. Try accessing the copy resize settings through these options.

Since your case has been escalated, can you please send case ID via private message. 

I appreciate your patience, Jim, and I hope we can get this sorted out for you soon. Let us know if any of these steps help!  

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[emiguyjim]

In the end I had to figure out solution myself. The fourth agent Mark, was on the right track to fix problem but he had an error in step 3 of his solution. This has been a terrible experience and waste of my time an HP time. I have delt with Hp both as DoD employed and private purchaser and until now I was pleased with HP. I had one supervisor, named Derrick, who actually denied that the my feature was in fact available. I never had follow-up from Jari an excellation manager.

I hope this matter is brought to the attention of senior management.

James Engles

Loyal HP customer

[emiguyjim]

Why don't you accept a "no" solution why I replied to your help. That option is grayed out on my end. I stated my reason for not saying yes. By the way I love my new HP 9135e, but my extra payment for support coverage leaves a lot lacking.

Will someone from HP exective offie reply. Thanks, James Engles

[emiguyjim]

I did not want to check the solution solved option, but there was no option. 

Out of the 76 reads to my post, why is it that no one has replied. Why is it today in all industries support people tend to read from a script. What happened to old-fashioned LOGICAL trouble shooting. I am from the old generation -83 years old. Today's younger working level people often seem either uncapable or not interested. This is a sad commentary. James Engles