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I have been trying to set up our new printer, HP 8020 series
Short summary:
- Reset the printer's network settings.
- Connect the printer to your Wi-Fi network.
- Check for the message "Setup incomplete" on the computer's printer settings.
- Access your HP Smart account on the HP Smart website.
- If no printers are listed, restore the printer to factory defaults.
- Return to the HP Smart app and follow any on-screen instructions.
- Enter the correct PIN provided inside the printer.
- Set up HP+ if prompted.
- Test the printer by printing a document.
Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
*****
Nice to meet you, *****!
Have you been trying to set it up with the HP Smart app?
Yes
Then I tried directly from the printer itself because it kept saying that set-up was not complete
On your printer's panel, please press, HOME, BACK, HOME, BACK, HOME, BACK alternatingly. They wont light up when you do this. Eventually a menu will appear, titled "Enable Display Menu"
I do not have a button that says HOME
Is there a button with a home icon drawn on it?
It says Shortcuts COPY SCAN FAX - no home icon
Could you tell me where you saw the warning that it was locked?
When I click on the wireless icon and then the settings button to turn it on as it says it is OFF, I then press wireless settings and then the wireless tab that is grayed out and that's where it says it is locked.
To unlock it, it requires a username and password. When I put in my HP Smart username & password, it says it is incorrect
Got it
Please try to sign in using this link --> t.ly/_b_E
Does it also say incorrect?
I'm trying to see if it says incorrect
Sure, take your time
It says "the user name or password is incorrect. Make sure the access credentials have been configured correctly, and then try again."
Noted
Do you remember creating an account?
I have had HP Smart account for years as I have had HP 8600 series printers.
I see
Please try to reset the password by following this link --> https://login3.id.hp.com/login3/password-recovery
From my computer, I can access my HP Smart account. However, it cannot read the new printer since the printer is not able to connect to the wifi. I can't connect the printer to the wifi since it is locked.
Understood, thank for the details!
Please try to reset the password and then try to sign in to unlock the printer
Keep me updated.
I changed the password and still the same message.
Noted
May I ask you to specify the exact message about being locked?
I did above
Does it just say "the set-up was not complete"?
It stated that earlier before it locked up.
Got it
Please try to restore the network settings on the printer:
- From the printer control panel, touch or swipe down the tab at the top of the screen to open the
Dashboard, and then touch and then touch ( Setup ). - Touch Network Setup.
- Touch Restore Network Settings. A message appears stating that the network defaults will be restored.
- Touch Yes.
- Print the network configuration page and verify that the network settings have been reset.
I have successfully connected to the wifi. However, to print it says Setup incomplete
It might be caused by incorrect network settings. Please reset them and try again
This printer requires use of an HP account, enabled web services, and internet connection for setup and use.
That's the message.
On the printer, correct?
Yes, on the printer.
Noted
Please press Windows key + I to open Settings. Go to Devices > Printers & scanners. Next, click Add a printer
Let me know if the printer is shown there
On the printer?
No, on the computer
okay
Keep me updated.
I show the printer, but it says that Printer Setup is Incomplete
The message on the printer only?
Both
Printer and in HP Smart
Noted, thanks!
Was the printer added to the list of printers in the app or does the error message completely prevent from this?
HP Smart recognized the printer once it was connected to the wifi.
Got it
Follow these steps, please:
- Go to HP Smart.com.
- On the top-right corner, click Sign In.
- Type your Username, and then click Next.
- Type your Password, and then click SIGN IN.
Please let me know what you see on your Dashboard. Sometimes setup cannot be completed in the app and needs to be done from the website
0 owned printers
May I ask you to send me a screenshot of the whole page?
Visitor uploaded: HP-print-shot.pdf
Type: application/pdf
Size: 253840
Thank you!
You need to restore your printer:
- On the printer control panel, touch or swipe down the tab at the top of the screen to open the
Dashboard. - Touch the Setup icon, and then touch Printer Maintenance.
- Touch Restore, and then Restore Factory Defaults.
- A message appears stating that the factory defaults will be restored.
- Touch Continue to complete restoring to factory defaults.
Let me know if any of the steps are not quite clear
I'll be happy to clarify them to you!
okay, will try
Let me know when you are done or if you have any difficulties :)
I do this on the Printer, correct?
Yes, correct :)
I do not see the setup icon.
Got it.
Do you see the gear icon?
Yes, the settings icon.
It is also called the Setup icon. This is the one you need
okay
Keep me updated.
It's restoring factory defaults....
OK, great. Let me know when it is done
Can you believe it...it says Setup Incomplete
Is this a new printer, right?
yes, just purchased it the other day and tried to set it up yesterday and today.
I see
Do you see this when you open the HP Smart app?
No. It identified the printer from the wifi connection
I got it
May I ask you to send me a screenshot of the HP Smart app?
I restarted the HP Smart and it said to click on "finish setup"
What happens after this?
I clicked and it asked for the PIN and the location of the PIN
I entered the PIN and it says that it is an incorrect PIN
OK, I see
Do you see the PIN on the printer control panel?
it's inside the printer by the printer cartridges
it is listed on the label
Got it
Are you sure that the PIN is typed correctly?
yes
it is all numbers
Was the PIN asked in the HP Smart app?
Yes
Noted
Please try entering the PIN once more. If still it is incorrect, you need to restart your computer and try the setup process again
Once you restart your computer, please get back to the chat
It's doing something...
After entering the PIN again?
Yes, it's now saying that I need to set up HP+ to complete the setup.
OK, please follow on-screen instructions set up HP+ and let me know if you have difficulties
I am trying to print a document now
OK, that's good. Keep me apprised.
It printed! Thank you!
I'm glad to hear!!
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?
No, that's it.
Thank you for your time.
Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!
You too!
Thank you!
