• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
Guidelines
Here is the solution for the error: "Encryption Credentials have expired" when attempting to print or scan from Mac OS or iOS devices: Click here to view the troubleshooting steps!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs AND MORE.

‎08-17-2023 04:20 PM - edited ‎08-18-2023 06:27 AM

HP Recommended
Product: OfficeJet Pro 9015

We had a client with an HP OfficeJet Pro 9015 that is stuck in a firmware upgrade loop. It keeps trying to update, but stays at 0% like the printer is offline, and then it eventually fails. Best we can tell - something is disconnected on the HP side and the printer can't download it's firmware. Found a number of people recently seeing this:

It seems to be more than the firmware. In trying to reinstall the printer, HP Smart would lock up when it tried to download the driver package in the background. Even when we used the Offline EasyStart, it locked up. Really odd. Also - no standalone firmware package on the download page. But we did find a helpful solution to temporarily turn off firmware updates even though the printer was enrolled in Instant Ink. You can use the HP Smart Advanced Settings (or the web admin interface) and disable firmware updates in the Security section (See https://h30434.www3.hp.com/t5/Printer-Setup-Software-Drivers/Workaround-for-failing-firmware-updates...) Only one problem...

We had removed everything from the computer - drivers, HP software, etc. A few forum posts with answers from HP Reps indicated this might help (but deep down we knew it would have no effect on the printer itself downloading firmware). So when we tried to get the printer reinstalled and HP Smart/Easy Start kept hanging up (a few power cycles were involved), it somehow hard reset and prompted the user like the printer was new. OK cool. Except...

This user was enrolled in Instant Ink. So we got caught in this catch 22 scenario. They got a message saying the cartridges weren't enrolled - then it said it was printing the alignment page. But it just sat there spinning the circle? Why? Because the cartridges were not enrolled, so it would not print. Seriously???? No way to connect it to WiFi from the touch panel because it insisted on doing an alignment. Sure enough, this has happened to a LOT of people:

None of the suggested answers above were very helpful. But we finally found a way around this catch 22. 

  1. This will probably only work on a laptop or desktop connected to network via WiFi.
  2. Printer should be on, stuck trying to print the alignment page
  3. Remove every instance of the HP printer from HP Smart (click into the printer and under Settings I believe you click 'Hide This Printer')
  4. If you haven't already - make sure all the HP drivers/Software are uninstalled. Leave HP Smart though.
  5. Make sure the USB cable is disconnected (doesn't matter if you normally use network printing. You're going to need a USB cable)
  6. Restart
  7. Download the Offline installer package (EasyStart....)
  8. Plug in the printer's USB cable and run the EasyStart process. (I *think* we used EasyStart. It may have just been HP Smart. This was a 4 hour marathon support call so it's a bit hazy! If one fails try the other. The key is to trigger the Wireless setup over USB process)
  9. At this point, it should act like it want's to configure the printer with  your WiFi settings. Follow the instructions to enter your WiFi key, etc. The printer should connect to WiFi. This should get it to show up in HP Smart.
  10. Now open HP Smart. You should see an error that the cartridges are not enrolled and the printer must do an alignment before it can be used.
  11. Now go to instantink.com (the link should be displayed in HP Smart on the right) and login to the user's Instant Ink account. You should see the printer already there. In the upper right corner of the 'card' with the printer info, you should see a status icon and it'll say 'Already enrolled' Then 'Contacting Printer' and eventually it should say 'Synced'
  12. Go back to HP Smart and wait. Eventually you should see the cartridges indicate they are enrolled. Wait some more and the alignment page should print. If it doesn't DON'T POWER CYCLE YET if the printer was having trouble downloading firmware...
  13. Go into the Settings -> Security -> Administrator Settings (in web interface or Advanced Settings in HP Smart) and scroll all the way down. Turn off the firmware updates if it's not downloading them (yes this may mess up Instant Ink down the road but until HP fixes the firmware download issue... you need this)
  14. Now power cycle the printer and then it should print out the alignment page so you can align and get the printer into a normal state.. 
  15. You should be back to printing. We didn't bother trying to get the software suite to install given all the trouble we had before - so scanning direct to PC wasn't setup. Just walked user through scanning with HP Smart, which worked fine.

HP - PLEASE fix your firmware so the alignment page will print no matter what the status of the Instant Ink is.

Who Me Too'd this topic
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.