HP Smart "Install Ink" stage- can't progress!

[adult_daycare]

I had to factory reset my printer because it wasn't working. When I went to reinstall it, I go through all the steps (so far, activation of HP +) but when I get to the "Install Ink" part, I can't get any further. 

I've tried:

unplugging for 60 seconds

unplugging for 60 seconds with ink removed and doors closed

restarting HP Smart

restarting the printer

All I see is a 4 step instruction for installing ink, and when I scroll through to stage 4 nothing happens to let me go any further, and my only options are to X out or exit set up.

Any ideas? 

[Hawks_Eye]

Hi @adult_daycare 

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

I understand how frustrating it must feel to be stuck at that stage after already trying several resets and restarts. You’ve done a great job working through those steps so far, and I’ll guide you through a few more detailed checks so we can get the setup moving again.

Here’s what you can try:

Check Ink Cartridge Seating

• Open the cartridge access door and gently remove the cartridges.
• Inspect the copper-colored contacts for any protective tape or debris—make sure nothing is covering them.
• Reinsert the cartridges firmly until they click into place.
• Close the access door securely.

Restart the Setup with the HP App

• Ensure you are using the latest version of the HP App (HP Smart has been replaced).
• On your Windows PC, uninstall the HP App if already installed, then reinstall it fresh from the Microsoft Store.
• Restart your computer before relaunching the app.

Clear Previous Setup Attempts

• In the HP App, remove the printer if it shows up partially configured.
• Restart the printer and wait until it is in a ready state (no blinking lights other than Wi-Fi if applicable).
• Add the printer again through the HP App and follow the guided setup.

Network Stability

• Make sure your printer and computer are on the same Wi-Fi network.
• If possible, place the printer closer to the router during setup to avoid interruptions.

Firmware Update

• Sometimes the printer needs a firmware refresh before completing installation.
• Visit this official HP page to check and update your printer’s firmware: HP Printer Firmware Update 

HP App Troubleshooting Guide

• For step-by-step instructions on resolving setup issues, you can refer to: Install and Use the HP App 

After completing these steps, try the setup again. The “Install Ink” stage should progress once the cartridges are properly recognized and the app is refreshed.

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

[adult_daycare]

Oh brother, I did everything except firmware and it didn't work. I'm trying to update the firmware, but when the window to select the printer I wish to update appears, the S/N is correct, as is all the other stuff, but the interface won't let me select it! Without being able to select the printer, my only option is to cancel. I tried refreshing, but get this same error every time. 

[Hawks_Eye · Accepted solution]

Hi @adult_daycare 

Thanks for your detailed update. I can imagine how discouraging it must feel to be stuck at the same screen even after all your effort. You’ve already done a lot of the right things, and I appreciate your persistence.

Let’s try a few more targeted steps to get past the “Install Ink” screen:

 

Step 1: Fully Power Cycle and Reset the Printer

1. Remove the ink cartridges and close the access door.
2. Unplug the printer’s power cable from the wall and the back of the printer.
3. Wait for 2 full minutes.
4. Reconnect the power cable directly to a wall outlet (avoid surge protectors).
5. Power the printer back on and wait until it reaches a steady state (no blinking lights).
6. Reinsert the cartridges one at a time, ensuring each clicks into place.
7. Close the access door and wait to see if the printer initializes the cartridges.

 

Step 2: Reset the HP App Environment

1. Uninstall the HP App from your PC.
2. Restart your PC.
3. Reinstall the HP App from the Microsoft Store.
4. Launch the app and sign in with the same HP account used during HP+ activation.
5. If the printer appears in the app, remove it before proceeding.
6. Click “Add Printer” and follow the setup again.

 

Step 3: Bypass the Ink Screen (if stuck again)

If the “Install Ink” screen still won’t progress:

• Try tapping the back arrow or swiping from the left edge (if on a touchscreen) to return to the main setup screen.
• If that doesn’t work, close the app, reopen it, and check if the printer shows as partially set up. If it does, remove and re-add it.
• Temporarily disable your firewall or antivirus during setup, in case it’s blocking communication.

 

Step 4: Firmware Update Workaround

If the firmware tool won’t let you select the printer:

• Connect the printer via USB to your PC instead of Wi-Fi.
• Restart the firmware updater tool. USB often allows the tool to detect and select the printer properly.
• If it still doesn’t work, try running the tool in Windows Safe Mode with Networking.

Let me know how these steps go. Once we get the printer to recognize the cartridges and complete setup, everything else should fall into place.

Regards,

Hawks_Eye

[adult_daycare]

Resetting the HP App environment did the trick! Thanks so much 😃

[Hawks_Eye]

You are very welcome @adult_daycare 

I’m really glad to hear that resetting the HP App environment solved the issue for you. That’s a solid step because it clears out any stuck configurations and lets the app start fresh, which often resolves those “Install Ink” stage blocks.

If you notice similar hiccups in the future, another quick trick is to remove and re‑add the printer in the HP App after a reset. It helps the app rebuild the connection cleanly. For now though, it sounds like you’re back on track and printing again smoothly.

Thanks again for your confirmation, and we wish you an amazing day ahead! 😊

Regards, 

Hawks_Eye