Hi there.

I’m sorry to hear that your printer has not performed like it should in terms of setup and installation, and that the model number on the software downloads does not exactly match the one on your unit. I can understand why that would be unsettling, so I’ll offer some information and resources that I hope will help.

First, the number discrepancy could be because the software in question is for all printers in the 9020 lineup, including yours. Regardless, the fact that you’ve had setup difficulty obviously overrides that.

You can find troubleshooting guides, video tutorials (including one on setup), user manuals and how-to documents for your printer here:
- support.hp.com/us-en/product/hp-officejet-pro-9020-all-in-one-printer-series/23918456/model/23918457

Because I can’t tell what specific issues you face or why your printer won’t connect, I recommend that you contact us directly at +1 800-474-6836 so we can guide you through the proper troubleshooting. (Please note that because of restrictions on personal movement and workplace attendance associated with the COVID-19 pandemic, wait times for agents are longer than normal. Thanks in advance for your understanding.) To expedite the process, I recommend gathering the following information before the call:

- Model number
- Serial number
- Your location
- Case number (from any previous contact with HP support)

I'll also mention that HP printers have a one-year warranty from their purchase date that covers hardware as well as ink supplies, so if it comes to that, you might consider making use of it. You can verify the warranty using the following link: support.hp.com/us-en/checkwarranty

Keith
HP Care
hp.com/support