HP Office Jet Pro 9015e has a message stating "Printer Offline" & won't scan, BUT does print!!

[Caver73]

HP Office Jet Pro 9015e has a message stating "Printer Offline" & won't scan, BUT does print!!

[Nal_NR]

Hi @Caver73,

Welcome to the HP Support Community. 

I'd be glad to help you! 

If your HP OfficeJet Pro 9015e is showing a "Printer Offline" message but still prints and refuses to scan, this might indicate a software or communication issue specific to the scanning feature, while the printing function remains unaffected.

Here’s how to troubleshoot this issue:

1. Check Printer Status in Windows

• Go to Settings > Devices > Printers & Scanners.
• Find the HP OfficeJet Pro 9015e and check if it is set as the default printer.
• If the printer is listed as Offline, right-click on it and select Use Printer Online.
• If you have multiple instances of the printer listed, remove the duplicates.

2. Reset the Printer

• Turn off the printer and unplug it from the power source.
• Wait for 60 seconds and then plug it back in.
• Power it back on and check if the issue persists.

3. Check for Software or Driver Issues

• Reinstall the printer drivers to ensure the software is not corrupted.
  • Go to Settings > Devices > Printers & Scanners and remove the HP 9015e.
  • Download the latest drivers from the HP Support Website.
  • Install the drivers again and add the printer.

4. Run HP Print and Scan Doctor

• Download and run the HP Print and Scan Doctor tool, which can automatically diagnose and fix issues related to scanning.
  • HP Print and Scan Doctor.

5. Verify Scanner Functionality via HP Smart App

• Open the HP Smart app on your computer or phone and attempt to scan from there.
• If scanning works through the app, the issue may be with the communication between your computer and the scanner feature.

Please find the remaining steps in the next post.

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

[Nal_NR]

Hi @Caver73 ,

Please find the remaining steps. 

6. Check Network Connection (For Wireless Setup)

• Ensure that the printer and computer are connected to the same Wi-Fi network.
• Restart your Wi-Fi router and reconnect the printer to your network if necessary.

7. Disable Printer Offline Mode

• Open Control Panel > Devices and Printers.
• Right-click on the HP OfficeJet Pro 9015e and select See what's printing.
• In the new window, go to Printer and uncheck Use Printer Offline (if it’s selected).

8. Check Firewall/Antivirus Settings

• Sometimes, firewalls or antivirus software may block the scanning functionality:
  • Temporarily disable any firewall or antivirus software and try scanning again.
  • If the scan works, add the printer to the list of exceptions in your firewall/antivirus settings.

9. USB Connection (If Wired)

• If you are using a USB connection, try changing the USB cable or plugging it into a different port.
• Ensure that you have installed the full-featured software to enable both printing and scanning over USB.

10. Update Printer Firmware

• Make sure your printer has the latest firmware:
  • Go to HP Support and check for any firmware updates for the HP OfficeJet Pro 9015e.
  • Update the firmware via the HP Smart app or by downloading it manually from the HP website.

11. Try Scanning from Another Device

• Attempt to scan from a different computer or smartphone using the HP Smart app or another scan utility to see if the issue is device-specific.

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”.