Need to reset administrator password on M553dn

[Makkoido]

I read the other thread here about a password reset on an M553 - I don't have access to the JetDirect reset on the control panel.  I was able to reset security, but there is no Security tab in the web server to enter a new password. It still wants me to enter credentials I don't have. 

The previous sysadmin has departed, and I have no hope of getting it from him. 

[Repairatrooper]

Download the firmware update readme from here https://support.hp.com/ca-en/drivers/selfservice/hp-color-laserjet-enterprise-m553-series/7087331

Follow the instructions to access preboot menu and use the partial clean option.

[Makkoido]

Hi - Thanks for responding.  Unfortunately, I have the M553dn without a touchscreen and the instructions assume only the touchscreen version of the device exists.  How do I enter the preboot menu without the touchscreen?

[Repairatrooper]

Due to spam controls I am unable to private message a new user and my non-disclosure agreement prevents me from publicly posting that information. I have asked the moderators to have an agent send you that information.

[Makkoido]

Unfortunately, no one has contacted me to provide this information.   

I did call the support line, and HP declined to give any information about the reset unless my company paid an out of warranty support fee. 

I don't know if I can convince my company to pay for instructions which may or may not require use of a USB drive, which I will not be able to use in a security restricted area. HP would tell me nothing about the process to even decide if that was worth it, and would not provide further documentation on the printer itself. 

This seems more painful than it should be.

[lsawyers]

Hello dear customer

If there is no access to security tab on EWS you can try performing a reset on the printer

You can try the following steps :

How to perform a Partial Clean

Turn the printer ON.

Press the HP logo that displays in the middle of the screen(or "X" button in non-touch control panel) when you see the “1/8” under the logo.

Press the Down arrow button to highlight Administrator, and then press the OK button.

Press the Down arrow button to highlight Partial Clean, and then press the OK button.

Press the OK button again.(Confirm to proceed with partial clean)

Press the Back button until you are able to select Continue, and then press the OK button.

The printer will continue to boot to Ready.

Note :Navigation in non-touch control panel may vary

[Makkoido]

My M553dn does indeed lack a touchscreen. 

I did try pressing the X button on the panel when the logo and 1/8 shows up, but it does not stop the boot and it continues as if nothing was pressed. I do not see a Partial Clean option.   

Is it possible that the cold reset key press can be locked out by the previous Admin?

Previously I have tried a Factory Reset.  I'm not sure what that actually did since none of the settings seems to have changed. 

I also tried a Security Reset. Again, nothing seems to have changed after.

[Repairatrooper]

No you cannot lock out the preboot menu, it would still go to that screen but you would then need a password to perform any administrator functions. Turn the unit off then on and repeatedly press the key. Sometimes it is hard to hit just the right timing to get the menus to open.

[lsawyers]

Hello.

Dear Customer

This menu you are trying to access is called " preboot menu"

You can also try the following :

Turn off the  printer

Turn it back on

Press the cancel button "X" continuously during the first 15 seconds (if goes further stage 1/8 control panel button is bad)

If you get access to the preboot menu, try executing a partial clean ( does not required firmware reload with USB)

If you access this menu and there is a password you will need to contact support and see if there is any master password for preboot menu, if not  will be necessary to replace the motherboard of the printer

HP has a package that includes technician , parts and labor. Also you can look for an authorized service provider in your area

[Makkoido · Accepted solution]

Hallo! 

I wanted to return with the solution for entering the pre-boot menu of a M553dn (non-touch screen version) once I got it working.  The only way to catch the boot was to start with the printer off,  hit the power button and immediately start button-mashing the X key.

If you wait until you see the HP logo and 1/8, it's already too late.  Holding the X button down while turning the printer on (or any of the other keys for that matter), which is what phone and chat support directs you to do, also does not work. 

Power --> Button mash X --> login using the service code in the pre-boot menu --> Partial Clean --> Restart. 

Afterward, I was able to reset the IP address, log in to the EWS, update my firmware, reset the admin password, configure security and firewall settings correctly.  

Thanks to all who assisted with clues to get me further down the road - not sure why this could not be included in the user/administration guide.