Created: January 19, 2023

I have been trying to set up our new printer, HP 8020 series

It says that it is locked and that whoever set it up must unlock it. I am trying to set it up as it is new.
Last Edit: January 19, 2023
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Judi Perez
Judi Perez Tech Expert & Writer
Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Judi Perez
Judi Perez Tech Expert & Writer
Nice to meet you, *****!
Have you been trying to set it up with the HP Smart app?
Customer Reply
Yes
Then I tried directly from the printer itself because it kept saying that set-up was not complete
Judi Perez
Judi Perez Tech Expert & Writer
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"
Customer Reply
I do not have a button that says HOME
Judi Perez
Judi Perez Tech Expert & Writer
Is there a button with a home icon drawn on it?
Customer Reply
It says Shortcuts COPY SCAN FAX - no home icon
Judi Perez
Judi Perez Tech Expert & Writer
Could you tell me where you saw the warning that it was locked?
Customer Reply
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
Judi Perez
Judi Perez Tech Expert & Writer
Got it
Please try to sign in using this link --> t.ly/_b_E
Does it also say incorrect?
Customer Reply
I'm trying to see if it says incorrect
Judi Perez
Judi Perez Tech Expert & Writer
Sure, take your time
Customer Reply
It says "the user name or password is incorrect. Make sure the access credentials have been configured correctly, and then try again."
Judi Perez
Judi Perez Tech Expert & Writer
Noted
Do you remember creating an account?
Customer Reply
I have had HP Smart account for years as I have had HP 8600 series printers.
Judi Perez
Judi Perez Tech Expert & Writer
I see
Please try to reset the password by following this link --> https://login3.id.hp.com/login3/password-recovery
Customer Reply
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.
Judi Perez
Judi Perez Tech Expert & Writer
Understood, thank for the details!
Please try to reset the password and then try to sign in to unlock the printer
Keep me updated.
Customer Reply
I changed the password and still the same message.
Judi Perez
Judi Perez Tech Expert & Writer
Noted
May I ask you to specify the exact message about being locked?
Customer Reply
I did above
Judi Perez
Judi Perez Tech Expert & Writer
Does it just say "the set-up was not complete"?
Customer Reply
It stated that earlier before it locked up.
Judi Perez
Judi Perez Tech Expert & Writer
Got it
Please try to restore the network settings on the printer:
1. 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 ).
2. Touch Network Setup.
3. Touch Restore Network Settings.
A message appears stating that the network defaults will be restored.
4. Touch Yes.
5. Print the network configuration page and verify that the network settings have been reset.
Customer Reply
I have successfully connected to the wifi. However, to print it says Setup incomplete
Judi Perez
Judi Perez Tech Expert & Writer
It might be caused by incorrect network settings. Please reset them and try again
Customer Reply
This printer requires use of an HP account, enabled web services, and internet connection for setup and use.
That's the message.
Judi Perez
Judi Perez Tech Expert & Writer
On the printer, correct?
Customer Reply
Yes, on the printer.
Judi Perez
Judi Perez Tech Expert & Writer
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
Customer Reply
On the printer?
Judi Perez
Judi Perez Tech Expert & Writer
No, on the computer
Customer Reply
okay
Judi Perez
Judi Perez Tech Expert & Writer
Keep me updated.
Customer Reply
I show the printer, but it says that Printer Setup is Incomplete
Judi Perez
Judi Perez Tech Expert & Writer
The message on the printer only?
Customer Reply
Both
Printer and in HP Smart
Judi Perez
Judi Perez Tech Expert & Writer
Noted, thanks!
Was the printer added to the list of printers in the app or does the error message completely prevent from this?
Customer Reply
HP Smart recognized the printer once it was connected to the wifi.
Judi Perez
Judi Perez Tech Expert & Writer
Got it
Follow these steps, please:
1. Go to HP Smart.com.
2. On the top-right corner, click Sign In.
3. Type your Username, and then click Next.
4. 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
Customer Reply
0 owned printers
Judi Perez
Judi Perez Tech Expert & Writer
May I ask you to send me a screenshot of the whole page?
Customer Reply
Visitor uploaded: HP-print-shot.pdf
Type: application/pdf
Size: 253840
Judi Perez
Judi Perez Tech Expert & Writer
Thank you!
You need to restore your printer:
1. On the printer control panel, touch or swipe down the tab at the top of the screen to open the
Dashboard.
2. Touch the Setup icon, and then touch Printer Maintenance.
3. Touch Restore, and then Restore Factory Defaults.
4. A message appears stating that the factory defaults will be restored.
5. 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!
Customer Reply
okay, will try
Judi Perez
Judi Perez Tech Expert & Writer
Let me know when you are done or if you have any difficulties :)
Customer Reply
I do this on the Printer, correct?
Judi Perez
Judi Perez Tech Expert & Writer
Yes, correct :)
Customer Reply
I do not see the setup icon.
Judi Perez
Judi Perez Tech Expert & Writer
Got it.
Do you see the gear icon?
Customer Reply
Yes, the settings icon.
Judi Perez
Judi Perez Tech Expert & Writer
It is also called the Setup icon. This is the one you need
Customer Reply
okay
Judi Perez
Judi Perez Tech Expert & Writer
Keep me updated.
Customer Reply
It's restoring factory defaults....
Judi Perez
Judi Perez Tech Expert & Writer
OK, great. Let me know when it is done
Customer Reply
Can you believe it...it says Setup Incomplete
Judi Perez
Judi Perez Tech Expert & Writer
Is this a new printer, right?
Customer Reply
yes, just purchased it the other day and tried to set it up yesterday and today.
Judi Perez
Judi Perez Tech Expert & Writer
I see
Do you see this when you open the HP Smart app?
Customer Reply
No. It identified the printer from the wifi connection
Judi Perez
Judi Perez Tech Expert & Writer
I got it
May I ask you to send me a screenshot of the HP Smart app?
Customer Reply
I restarted the HP Smart and it said to click on "finish setup"
Judi Perez
Judi Perez Tech Expert & Writer
What happens after this?
Customer Reply
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
Judi Perez
Judi Perez Tech Expert & Writer
OK, I see
Do you see the PIN on the printer control panel?
Customer Reply
it's inside the printer by the printer cartridges
it is listed on the label
Judi Perez
Judi Perez Tech Expert & Writer
Got it
Are you sure that the PIN is typed correctly?
Customer Reply
yes
it is all numbers
Judi Perez
Judi Perez Tech Expert & Writer
Was the PIN asked in the HP Smart app?
Customer Reply
Yes
Judi Perez
Judi Perez Tech Expert & Writer
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
Customer Reply
It's doing something...
Judi Perez
Judi Perez Tech Expert & Writer
After entering the PIN again?
Customer Reply
Yes, it's now saying that I need to set up HP+ to complete the setup.
Judi Perez
Judi Perez Tech Expert & Writer
OK, please follow on-screen instructions set up HP+ and let me know if you have difficulties
Customer Reply
I am trying to print a document now
Judi Perez
Judi Perez Tech Expert & Writer
OK, that's good. Keep me apprised.
Customer Reply
It printed! Thank you!
Judi Perez
Judi Perez Tech Expert & Writer
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?
Customer Reply
No, that's it.
Thank you for your time.
Judi Perez
Judi Perez Tech Expert & Writer
Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!
Customer Reply
You too!
Judi Perez
Judi Perez Tech Expert & Writer
Thank you!

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