HP Easy Start - stalls out at HP Product Improvement Study

[Discoballer]

I'm running MacOS Sonoma 14.6.1 (23G93), which wasn't listed as an option.  I'm trying to use the HP Easy Start to reinstall my HP OfficeJet Pro 8710 All-in-One Printer, Product Number M9L66A.

Everything is fine until I hit the HP Product Improvement Study page (HP's research program). I select Personal (the other option is Business), but I can't continue from that page. There is what appears to be a dialogue box that you can neither type in nor select a drop-down option.  

Since there doesn't seem to be a way to contact anyone in Support (and their virtual assistant is worthless in this instance), I can't get through the process.  Any ideas?

[Irfan_06]

Hi @Discoballer,

Welcome to the HP Support Community.

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

I see that you are facing an issue with adding your Printer to the Mac device.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, uninstall the printer software by following the steps from this link and restart the devices.

D)  Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support