Help with printer connectivity and reset

[BTechho25]

I was given a printer that looks brand new and I was excited, but after several months of trying to get it to work, I’m unable to connect it to my iPhone for printing. It starts to connect, but then gives me an error message that the care plan is expired and I have to resolve the issue before printing. I do not want to get a care plan for $100 a year and I know you don’t have to have one to be able to print. I’m trying to figure out how to update the firmware on my HP 8020 E printer so that I can connect it to my iPhone running on iOS 18. I have downloaded the HP smart app but again it’s not allowing me to print so I need to somehow reset the firmware or account but when I’ve added it to my account, it doesn’t let me edit anything. Can someone help?

[VikramTheGreat]

Hi @BTechho25,

Welcome to the HP Support Community.
 

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

Thanks for reaching out. I understand how frustrating it must be to receive a nearly new HP OfficeJet Pro 8020e printer, only to be blocked by a “care plan expired” message when trying to print from your iPhone running iOS 18. You're right—you do not need a care plan to print.

Steps to Fix the Issue:

1. Remove Previous HP+ Account Association
   • Visit the HP Smart Dashboard and sign in.
   • If the printer is listed under a different account, it must be removed by the original owner.
   • If you can’t contact them, you’ll need to contact HP Support to request a reset.
      
2. Reset the Printer to Factory Defaults
   • On the printer control panel, go to:
     • Settings > Printer Maintenance > Restore > Restore Factory Defaults
   • This will remove previous configurations and allow you to set it up as new.
      
3. Update the Firmware
   • Download the latest firmware for your model from the HP OfficeJet Pro 8020e All-in-One Printer series Software and Driver Downloads | HP® Support 
   • You can also update via the HP Smart app under Advanced Settings.
      
4. Reconnect Using HP Smart App
   • After the reset, open the HP Smart app on your iPhone.
   • Add the printer and follow the setup instructions.
   • Make sure your iPhone and printer are on the same Wi-Fi network.

I hope this helps.

Take care and have a good day.

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VikramTheGreat

HP Support