HP Service Page Chat Scam/HP Printer Problem

[RJDF_FL]

HP Service Provider Scam:  HP OfficeJet Pro 6970 stopped printing when we changed internet service providers. We were running the two providers to decide if we wanted to switch. Even though I was on the new provider, I was unable to print. Checked to make sure the printer was on the new provider, attempted, w/o success to update the printer driver/firm ware. Went to the HP website and told them my problem. They wanted my phone number & I gave it to them.  Someone called me immediately saying he was an HP technical support person.  Of course I made the mistake of giving him control of my computer I had done this many times where I worked with our IT and didn't have a 2nd thought about it until I became suspicious it was a scam. Told me that my printer had malware, etc. That my Mac had stopped the printer from printing, I needed to buy firewall protection, malware protection.  I was suspicious if for nothing else, the price. I ended the call.  

My husband told me I don't need firewall protection. I got some anyway.  Also got anti-virus/malware protection. Not the companies the scammer suggested.  Husband told me to change my password for get into my Mac. Said he thinks the malware on the printer was never there.  I still can't get my printer to update or print. It is 4 years old and cost $70.00. Time for a new printer?  Suggestions welcome but mainly wanted to report the scam. 

RJDF in FL

[Irwin6 · Accepted solution]

Hi @RJDF_FL,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with connecting your Printer to the network.

Please follow the steps below to connect your printer to the network again.

1) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

2) Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.

3) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Irwin6]

Hi @RJDF_FL,

That's great! Happy to hear that the issue has been resolved. I appreciate your efforts in performing the steps to fix it and If you need further assistance feel free to reach out to us.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a great day ahead!

Irwin6

HP Support