Install software is frozen & I can't get out of Easy Start

[Katie41]

I have already installed/used the printer in the recent past, but used EasyStart to rest it after moving house. The App recognised the printer & suggested I update the Essential Software. It's now frozen on the Install page & I can't go back, I can't shut down the pc & I can't print.....:-(

I tried pressing the cancel button on the printer but that hasn't worked either.

Help, pls!

[TEJ1602]

@Katie41, Welcome to HP Support Community!

Follow the steps below to isolate and resolve the issue-

Restart the computer, printer, and router

Restarting network devices can resolve many network or communication errors.

NOTE: 

The following steps temporarily disconnect network and Internet connections, and require restarting your computer. Complete any tasks or downloads in progress before you continue.

1. Disconnect the power cord from the router.

2. Turn off the printer.

3. Close all running programs on your computer, including the HP software installation window, and then turn off the computer.

4. Reconnect the power cord to the router, and then wait for the Internet activity light to display a normal connected status.

5. Turn on the printer.

6. Turn on the computer.

7. Try installing the HP software again.

   • If the install completes, the issue is resolved.

   • If the install fails, continue to the next step.

Uninstall the HP software

Some HP software components might have installed incorrectly, even if the driver and printer setup did not complete. Uninstall the HP software, then restart the Mac.

1. Click Finder in the Dock.

2. In the menu bar, click Go, click Applications, and then open the HP or Hewlett Packard folder.

3. Double-click HP Uninstaller, then follow the on-screen instructions to remove the HP software from the computer.

   NOTE: 

   If you have issues uninstalling the HP software, go to Uninstalling HP Printer Software (Mac) for more help.

Continue to the next step.

Reinstall the HP software

Go to the HP website to download and install the most current version of the Mac driver and software for your printer.

1. Turn on the printer.

2. If your printer is connected to the computer with a USB cable, disconnect the cable from the printer. The software installation prompts you to connect the cable if needed.

3. Go to HP Customer Support - Software and Driver Downloads.

4. If a Let's identify your product to get started page displays, click Printer, type your printer model number, and then click Submit.

   The software results page for your printer displays with the default operating system selected.

5. If you need to change the operating system, click Change, select your version, and then click Change.

6. Click Download next to HP Easy Start or next to the full feature driver, depending on the option that displays.

7. Open the Downloads folder, and then open the HP Easy Start file or the full feature driver .dmg file to begin the installation.

8. Follow the on-screen instructions to set up the printer connection and install the software.

9. If you are prompted to add the printer to the printer queue, click the name of your printer, click the Use or Print Using menu, select the name of your printer in the pop-up menu, and then click Add.

   

10. Return to the HP installer to complete the installation.

Try printing.

Hope this helps! Keep me posted. 

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