HP 7602r Stuck in "Installing Software" will not complete installation

[TheCadet]

I purchased a brand new, still in the sealed box HP 7602r printer today from a local store. The store is legitimate and sells items from surplus, business closeouts, and other sales. The printer was never used. In addition to being in the original sealed box, it has all the original paperwork, warranty cards, etc.

I followed the setup instructions for the printer all the way through, adding the ink (that was still sealed), the print heads (still sealed), etc., using the app and the scan code that came with the printer on the "all-in-one" card.

The printer gets to the "head alignment" and prints the "head alignment sheet," but when I try to scan it, the scan stops, saying the software installation is not complete.

I can get into the web server in the printer and I can get the printer to come up in the app.

When I try to print something through MS Word, for example, it starts to print then says the software installation is not complete and cancels the print. Same with all other functions.

I continue to receive an error message that the printer "was previously registered," so it won't allow me to register it without the original credentials. I've contacted the seller, but he couldn't help, as he purchased it during the close-out/business closing with other items. Neither he nor I has any way to contact whoever had the printer originally, as they are out of business.

I have reset this device in many different ways, including a factory reset.

I also tried going into the web server on the printer and turning off web services using my admin password. That does not work.

I cannot add the printer to my HP account, so the installation will not complete because of that "previosuly registered" error message.

After giving them the serial number for the printer, so far I've spent a total of about 8 hours on the phone with approximately 10 various HP reps who give me the same story that I need to go back to the person I bought it from and have them take the printer off their account. I keep explaining the info above, but they will not provide me any means to contact who they claim the printer is on an account for, except to give me a "**bleep**" area code phone number they claim is for that account --- it is the **bleep** number for HP!

One rep even told me to have the store send the printer back to HP but that HP would NOT replace it!

I have:

1. A "Printer Code printout from the printer to "Add the Printer to HP Smart" but it does not work.

2. I have the full printer status report with the admin password, PIN, Serial Number, etc.

3. I have the printout of the network configuration page.

I have two other HP printers on my account and WAS a loyal HP customer.

This is VERY frustrating, and I am seriously considering removing all HP products from my business.

This is a 100% legitimate sale, and both the store and I seem to be suffering from some strange HP policy that locks printers when you could be making money off the supplies, etc., you could be selling (and that I already bought for this printer).

Can HP unregister the printer to allow me to register it? 

[Jerry_57]

Hi @TheCadet,

Welcome to the HP Support Community.
 

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

I understand your HP 7602r printer is stuck in the "Installing Software" stage and is not completing the installation process. Here are some steps you can take to resolve the issue:
 

Check Compatibility: Ensure that the software you are trying to install is compatible with your operating system. Verify that your system meets the requirements for the printer.
 

Restart the Installation Process:
 

• Cancel the current installation process.
• Restart your computer and the printer.
• Begin the installation process again from the start.

Use HP  App:
 

• Download the HP Smart app from the HP App – For HP Printers, Laptops, and Tech Accessories | HP® Official Site.
   
• Use the app to assist with the installation and setup process.

Check for Software Updates: Ensure your computer's operating system is up-to-date. Outdated system software can sometimes cause installation problems.

USB Connection Check:
 

• If connecting via USB, confirm that the cable is securely connected to both the printer and the computer.
• Try a different USB port or cable if available.

Wireless Connection:
 

• If you are using a wireless setup, ensure that the printer and your computer are on the same Wi-Fi network.
• Consider moving the printer closer to the router to improve the connection strength.

Automated Troubleshooting:
 

• Use the HP Print and Scan Doctor tool, which can diagnose and fix common issues with installation and setup for HP printers.
• Download it from the HP website if it's not already installed.

Manual Software Installation:
 

• Visit https://support.hp.com/us-en  for the HP 7602r and download the latest driver and software package manually.
• Install them separately rather than using the default setup process.
  
  I hope this helps.

Take care and have an amazing day!
 

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Jerry_57

HP Support

[TheCadet]

Thank you for your response, but I tried ALL of this.

So far I've spent about 18 hours (cumulative) and spoken to at least  10 different representatatives (some I could barely understand) - all tell me to do what you did ad it does not work.

Let me see if I can simplify this.

According to HP they shipped the printer to someone as part of the "HP All In Plan Plan" where there is no charge for the printer and the person pays $15.99 a month for 36 moths. For this they get XXX pages a month and ink. At some point that person sold the printer (new in the box) to a resale store who, unknowingly, sold it to me.

HP says they "locked" the printer until the past money is paid. I am not paying someone else's bill.

They told me I should mail the printer back to them with no replacement (not going to do that).

They told me to find the person I bought it from and who registered it originally. They are out of business and GONE, so that is not going to happen.

Yesterday I persisted HP HQ in California until they put me through to someone in the office of the Vice President for GLOBAL Customer Support (escalation office). This person was actually understandable on the phone and stated that the "All-in-one" program is new, so they do not have a lot of experience. She also said that she NEVER HEARD of this problem before. Still, she agreed it is potentially serious that people out there are ordering printers, then not paying for them, but turning around and selling them to rip off businesses like you, who get stuck with them or sell them to people like me. She promised to take this to their fraud department and the team to try and fix this. - NO FUTHER RESPONSE and she did not give me a name or number to call back to.

To me this seems pretty simple - unlock the printer and make money off me buying future supplies.  I even offered to pay a slight cost as a "refurbished" computer.

HP can easily unlock this but seems content this brand new printer goes in the trash.

Can you help me resolve this to both our benefits?

[Jerry_57]

Hi @TheCadet,

I am sorry for the ongoing issue.

All in plan has no support on this platform.

Kindly contact the All-in-Plan team for help.

A dedicated team provides support for your product, and you may contact the support by dialing the following number listed on the website below:
All in plan link - https://www.hp.com/us-en/all-in-plan/printers.html


Regards
Jerry_57
HP Support