Can not add new HP printer to profile and HP Easy Start Pro stuck on firmware update

[LaurentPerrier]

Hello, 

I am unable to add my new HP Color LaserJet Pro MFP 3301sdw to my profile even when typing in the serial number and product number.  It says the product number is not valid but the picture attached shows the correct numbers as per the picture.

 

Furthermore, I want to set up the printer with HP Easy Start Pro in advanced mode as per the instructions but when I get to the step where HP easy pro checks for a firmware update it conitnues to have a rotating circle.  When I plugged in the printer I selected the automatic firmare update option. I have restarted both my laptop and the printer (the printer updated to the most recent firmware after i plugged it in) but still the issue continues.  My OS is macOS Sonoma 14.6.1 which isn't on the dropdown menu above for some reason.  I have a VPN on my laptop but it is shut off.  I am unsure on why I can't add this new printer to my profile and why the firmware update step is stuck.

Thank you for your help

[A_Gayathri]

Hi @LaurentPerrier ,

Welcome to The HP Support Community.  

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

I understand you're encountering a couple of issues with adding your new HP Color LaserJet Pro MFP 3301sdw printer to your HP profile and with the firmware update process in HP Easy Start Pro. Here are some troubleshooting steps to help you resolve these issues:

Issue 1: Unable to Add Printer to Profile (Invalid Product Number)

1. Double-check the Serial and Product Numbers:
   • Ensure that the serial number and product number are being entered exactly as shown on the printer label.
   • Sometimes, the serial number or product number may be hard to read, so verifying them carefully is crucial.
2. Clear Browser Cache:
   • If you're using a browser to add the printer to your profile, try clearing the cache or use a different browser. Sometimes cached data can cause issues with the process.
3. Use HP Smart or HP Support Website:
   • You can also try adding the printer through the HP Smart app or by signing into your HP account via the HP Support website.
4. Try the Serial Number on HP Smart:
   • Open the HP Smart app on your macOS and use the "Add a Printer" feature to scan for your printer or manually enter the serial number to see if it registers correctly.

Issue 2: HP Easy Start Pro Stuck on Firmware Update

Check for Firmware Installation Completion:

• Since you mentioned that the printer updated to the most recent firmware after you plugged it in, confirm that the firmware update was successful on the printer's control panel.
• On the printer's display, go to Settings > Printer Maintenance > Firmware Update to verify the firmware version installed.

Reboot the Printer and Laptop:

• Even though you've already restarted both the printer and the laptop, try restarting them once more after checking the firmware version on the printer to ensure a fresh connection.

Disable VPN and Firewall:

• Although you've already turned off the VPN, it's also worth temporarily disabling any firewalls or security software on your macOS that might be blocking communication between the printer and the software.

Try HP Easy Start Pro in Normal Mode:

• If the advanced mode continues to be stuck, you can try proceeding with the setup in normal mode and see if the firmware update process completes.

Check for macOS Compatibility:

• HP Easy Start may not fully support macOS Sonoma 14.6.1 yet, as it's a newer release. Ensure you are using the latest version of HP Easy Start Pro, which might be updated to better support macOS Sonoma. You can check for updates or download the latest version from the HP website.

I hope this helps. 

Take care and have a good day.

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