Can't get to settings on the printer control screen to complete setup

[Brian_G3]

My HP OfficeJet 8015e printer was previously connected to my Mac Mini (OS 15 Sequoia) but somehow became disconnected.  When I tried to reconnect,  the printer control screen locked up (says "Get HP Software - HP software is required to complete setup. Also, you can't take advantage of HP+ without this software.)  I have the HP Printer App downloaded on both my Mac Mini computer and my iPhone15 Pro and have tried to follow the HP123 setup procedure with no luck.  I've also unplugged the computer, router, and printer to reboot repeatedly.  Nothing works!

[Hawks_Eye]

Hi @Brian_G3 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for your patience and for already trying so many steps to get your HP OfficeJet 8015e back up and running. I truly appreciate your persistence—it’s clear you’ve done a lot to troubleshoot this. 

Let’s walk through a fresh, focused approach to help you regain access to the printer’s settings and complete the setup.

Here’s a step-by-step method that can often clear the “Get HP Software” lock screen and allow you to proceed:

 

Step 1: Perform a Hard Reset 

This reset helps clear any stuck setup loops and restores access to the control panel.

1. Power off the printer and disconnect the power cord from the back.
2. Wait 60 seconds.
3. While the printer is off, press and hold the Back button (arrow) and the Cancel (X) button on the control panel.
4. While holding both buttons, plug the power cord back in and continue holding for about 15 seconds, then release.
5. The printer should power on and display a Support Menu. If it doesn’t, try again.
6. Use the arrow buttons to scroll to “Reset Menu”, then select “Semi-Full Reset”.
7. The printer will restart. Allow it a few minutes to fully reboot.

 

Step 2: Reconnect the Printer to Wi-Fi Using the HP App

1. Ensure your Mac Mini and iPhone are on the same Wi-Fi network you want the printer to use.
2. Open the HP App on your iPhone.
3. Tap the “+” to add a new printer.
4. The app should detect the printer in Setup Mode (you’ll see a blinking blue Wi-Fi light on the printer).
5. Follow the prompts to connect the printer to your Wi-Fi network.
6. Once connected, the printer should exit the “Get HP Software” screen and return to the home screen.

 

Step 3: Finalize Setup on the Mac Mini

1. On your Mac Mini, open the HP App.
2. If the printer appears, select it and follow any remaining setup prompts.
3. If it doesn’t appear, click Add Printer, and the app should detect it over the network.
4. Complete any remaining steps, including enabling HP+ if you choose to.

If the printer still doesn’t respond after the reset, let me know what appears on the screen—especially if it’s stuck or not entering the support menu. We’ll take it from there. 

You're doing everything right, and I’m here to guide you through this until your printer is back in action.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Brian_G3]

Hawks_Eye,

Thanks for your response.  Unfortunately I am having trouble executing Step 1, point 3.  There are no external buttons on my printer.  The control panel is a touchscreen, and with no power, nothing lights up.  What now?

[Hawks_Eye]

Thank you for your patience and co-operation during this troubleshooting process.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye