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‎04-11-2022 04:19 AM - last edited on ‎04-11-2022 08:50 AM by Retired

HP Recommended
Product: HP OfficeJet Pro 9015e All-in-One Printer
Operating System: macOS 12.0 Monterey

This is a 2 month old printer which kept going offline.  After working with HP support and trying various fixes, I'm now at a point where the printer reports "setup incomplete".  I can't seem t get past this error message.  How do I complete the setup?

 

Category:
3 people had the same question
2 REPLIES 2

‎04-13-2022 09:39 AM

HP Recommended

@rrwflorida

 

Welcome to the HP support community.

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

Thank you for visiting the HP Support Community. 

 

Sandytechy20
I am an HP Employee

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‎04-14-2022 05:17 AM

HP Recommended

Thank you, Sandytechy20.  I haven't been contacted yet but I will welcome any offer of assistance.  I have now progressed beyond the "setup incomplete" message but the problem which initiated it remains unsolved despite hours of work by HP support agents (Aceone Technologies in Arizona) and myself.  The printer is connected to my wireless network and accessible via HP Smart on my iOS devices (iPhone, iPad) using HP Smart (but not Apple Airprint which doesn't see it) but not my Macbook (Mac Os Monterey 12.3.3.  HP Smart and the print dialog on my Macbook show the printer as "offline" and so I'm unable to print through HP Smart or any other software on my Macbook.  The printer itself reports the wireless connection and has the "steady blue light" which indicates that.  My only resort for printing from my Macbook is to use the WiFi Direct network, but this requires a time-consuming change from my local WiFi network to WiFi Direct and back.  I wonder if the HP+ Instant Ink program to which I have subscribed is involved in the problem I'm having?  Apple has suggested that may be an issue preventing attempts to connect using drivers outside of the HP Smart program.  I'm at wit's end now and would appreciate any help HP can offer.

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