Updated: May 23, 2023
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by Judi Perez
Tech Expert & Writer
589 resolved issues

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.

Short summary:

  1. Reset the printer's network settings.
  2. Connect the printer to your Wi-Fi network.
  3. Check for the message "Setup incomplete" on the computer's printer settings.
  4. Access your HP Smart account on the HP Smart website.
  5. If no printers are listed, restore the printer to factory defaults.
  6. Return to the HP Smart app and follow any on-screen instructions.
  7. Enter the correct PIN provided inside the printer.
  8. Set up HP+ if prompted.
  9. 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?

Customer Replay

*****

Nice to meet you, *****!
Have you been trying to set it up with the HP Smart app?

Customer Replay

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"

Customer Replay

I do not have a button that says HOME

banner 3

Is there a button with a home icon drawn on it?

Customer Replay

It says Shortcuts COPY SCAN FAX - no home icon

Could you tell me where you saw the warning that it was locked?

Customer Replay

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?

Customer Replay

I'm trying to see if it says incorrect

banner 6

Sure, take your time

Customer Replay

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?

Customer Replay

I have had HP Smart account for years as I have had HP 8600 series printers.

image

I see
Please try to reset the password by following this link --> https://login3.id.hp.com/login3/password-recovery

Customer Replay

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.

banner 9

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 Replay

I changed the password and still the same message.

Noted
May I ask you to specify the exact message about being locked?

Customer Replay

I did above

Does it just say "the set-up was not complete"?

Customer Replay

It stated that earlier before it locked up.

Top answer

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 Replay

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

Customer Replay

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?

Customer Replay

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

Customer Replay

On the printer?

No, on the computer

Customer Replay

okay

Keep me updated.

Customer Replay

I show the printer, but it says that Printer Setup is Incomplete

The message on the printer only?

Customer Replay

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?

Customer Replay

HP Smart recognized the printer once it was connected to the wifi.

Top answer

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 Replay

0 owned printers

May I ask you to send me a screenshot of the whole page?

Customer Replay

Visitor uploaded: HP-print-shot.pdf
Type: application/pdf
Size: 253840

Top answer

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 Replay

okay, will try

Let me know when you are done or if you have any difficulties :)

Customer Replay

I do this on the Printer, correct?

Yes, correct :)

Customer Replay

I do not see the setup icon.

Got it.
Do you see the gear icon?

Customer Replay

Yes, the settings icon.

It is also called the Setup icon. This is the one you need

Customer Replay

okay

Keep me updated.

Customer Replay

It's restoring factory defaults....

OK, great. Let me know when it is done

Customer Replay

Can you believe it...it says Setup Incomplete

Is this a new printer, right?

Customer Replay

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?

image

Customer Replay


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?

Customer Replay

I restarted the HP Smart and it said to click on "finish setup"

What happens after this?

Customer Replay

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?

Customer Replay

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?

Customer Replay

yes
it is all numbers

Was the PIN asked in the HP Smart app?

Customer Replay

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

Customer Replay

It's doing something...

After entering the PIN again?

Customer Replay

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

Customer Replay

I am trying to print a document now

OK, that's good. Keep me apprised.

Customer Replay

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?

Customer Replay

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!

Customer Replay

You too!

Thank you!

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Comments

3 comments
N3o
May 29, 2023
Disappointed that the printer setup wasn't more seamless 😔
Sage
May 26, 2023
took longer than expected to get the printer up and running
Benjamin Scott
May 23, 2023
printer setup complete! thanks for the help 😊👍

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