I ca print but not scan. Also cannot restore factory settings

[Suyin]

I have a new OfficeJet Pro 9010 and set it up following all the instructions from the downloaded hp driver.  My Mac running Mojave can only detect the printer but not the scanner.  I tried all solutions under the 'network scanner connection problem' without success.  Then I tried to perform a reset, but on the control panel it says 'this feature is locked by the person who set up the printer' - that was me and I did not lock anything! Please help. I just want to start over.

[asmita6658 · Accepted solution]

Hi @Suyin

Welcome to the HP Support Community. 

I have sent you a private message with the steps to perform a semi-full reset. Check next to your profile Name, you should see a little blue envelope, please click on it.  

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Suyin]

This worked to restore factory settings.  Thanks very much!

[asmita6658]

@Suyin

That's great! Happy to hear that. If you need further assistance feel free to reach out to us. 

Have a great day! 

[stepmommis]

I cannot access the private message to solve the same problem with the error message "This feature has been locked by the person who set up the printer".  Can you please also send it to me?

Thank you,

Marianne Smith

[KrazyToad]

@stepmommis

I have gone through your Post and I would like to assist

I have sent you a private message with the steps for Semi Full Reset

Please check your private message icon on the upper right corner of your HP Forums profile.

Next to your profile Name, you should see a little blue envelope

Keep me posted how it goes

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[stepmommis]

After a few tries your solution worked!  Thanks so much!

[asmita6658]

@stepmommis That's great! Happy to hear that.

If you need further assistance feel free to reach out to us.

Have a great day ahead!

[KevinS2]

Can you send me the instructions for the factory reset for the HP Officejet 9015?

[Kumar0307]

Hi @KevinS2

Welcome to the HP Support Community. I'd be happy to assist you.

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• I've sent you a private message with reset instructions, follow the reset instruction 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 Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day!