HP 6978. Message on touch screen: "The feature has been locked by the person who set up the printer"

[flca87]

My 6978 won't let me change any settings. I keep getting a padlock with error message, "This feature has been locked by the person who set up the printer" and Printer does not asked a password. I set up the printer and only one that would have access. I included a few screen snapshots with message and padlocked features. I'm using a PC Windows 10, which is connected with printer via WiFi. Printer set up was done by using link https://123.hp.com/us/en/ and HP smart app. The features padlock problem is happened after I disable the password in Security Password Setting HP smart app by leaving the password boxes blank as it has instructed. Today I had help from HP technical support Chat; Printer Hard Reset, Reinstall the printer did not resolved the problem.

[Echo_Lake · Accepted solution]

@flca87

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help,

I understand that you require assistance regarding issues with the printer’s password locking you out. To assist you with accurate information I would require more information regarding this:

• Did this happen after changing your router or ISP?

For now, try these steps:

• Please restore network defaults on the printer by following steps from this user guide: https://hp.care/2hM1Vuc (Please refer to page 134 on how to do it.) This should fix the issue.

If the issue persists, then please check your forum private message box for a message from me that gives steps to perform a semi-full reset on the printer that restores it to factory defaults.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[flca87]

Like I mentioned, padlock problem is happened after I disable the password in Security Password Setting HP Smart APP by leaving the password boxes blank as it was instructed. No router or ISP been changed. I was able unlocked the printer ONLY by utilize the Semi-Full Reset that cleared out all the custom setting from the printer and returned it to its default factory settings. I opt-out to do the Partial Reset which usually solve minor problems.

I am thankful to Echo_Lake for the response. The response (see below) provides exactly the same way to fix the problem as I already found; BTW, thanks for link to Printer User Guide.

From the printer home screen press the return icon (not illuminated at this point) 3 times very quickly.  The screen will then change to show a single menu item "Support Menu" 

• Press "Support Menu" 
• Use the up / down arrows to select "Resets Menu" & press OK. 
• You can select from:  
• Partial reset, 
• If the issue persists, come back and select Semi-Full reset. 
• Press OK when the required option is selected.   
• It should reset the printer and resolve the issue. 

[Echo_Lake]

@flca87

Thank you for posting back.

I appreciate your efforts to try and resolve the issue. 

I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.

Have a nice day ahead.