Issues setting up and getting the HP OfficeJet Pro 8024e to work after factory reset

[peranda]

Hey
the link you provided is for the firmware updates for non-e Series model; anyways, I downloaded and run it. As expected, this was the message I got:

'Cannot update the device. This Firmware Updater does not contain upgrades for your device'

HP OfficeJet 8020/OfficeJet Pro 8020/OfficeJet Pro 8030 All-in-One Printer series Firmware Update

69.3 MB

OJP8020_8030_2607A.dmg

[Meghana_10]

Thank you so much for the update. @peranda 

Verify correct firmware and update method

The Officejet Pro 8024e typically receives firmware updates automatically through HP’s web services (ePrint/Instant Ink) rather than manual installers.

• Ensure the printer is connected to the internet
• On the printer control panel, go to Setup → Printer Maintenance → Update the Printer
• Enable Web Services if not already enabled

Re-establish full network connection

After a factory reset, the printer may not be fully registered:

• Reconnect the printer to your Wi-Fi network
• Confirm the printer shows a stable connection (no blinking wireless light)
• Make sure your computer and printer are on the same network

Re-enable HP Web Services

Firmware updates for “e” series depend on this:

• On the printer, go to Web Services Setup
• Remove and re-enable Web Services if already configured
• Print an Info Page to confirm the connection to HP servers

Reinstall using HP Easy Start (recommended)

• Remove the existing printer from your system
• Download and run HP Easy Start (Mac)
• Add the printer again and complete full setup
• During setup, allow it to check for updates automatically

Reset and update retry

If still not updating:

• Perform a power reset (unplug for 60 seconds)
• Turn ON and reconnect to Wi-Fi
• Leave the printer idle for a few minutes to allow background firmware sync

Have a great day!

[peranda]

in-line comments to the steps proposed:

• Ensure the printer is connected to the internet
• On the printer control panel, go to Setup → Printer Maintenance → Update the Printer
• printer says is up-to-date
• EWS says the same
• Enable Web Services if not already enabled
• not such a menu on the printer
• available in EWS. Enabled in EWS.

Re-establish full network connection

After a factory reset, the printer may not be fully registered:

• Reconnect the printer to your Wi-Fi network
• Confirm the printer shows a stable connection (no blinking wireless light)
• Make sure your computer and printer are on the same network

Re-enable HP Web Services

Firmware updates for “e” series depend on this:

• On the printer, go to Web Services Setup
• not such a menu on the printer
• available in EWS. Enabled in EWS.
• Remove and re-enable Web Services if already configured
  • once enabled they cannot be disabled/removed w/o factory resetting
• Print an Info Page to confirm the connection to HP servers
  • printer does not print

Reinstall using HP Easy Start (recommended)

• Remove the existing printer from your system
• printer was not on my system
• Download and run HP Easy Start (Mac)
• found it (it’d have been helpful if you would have provided some details where to find it 🙂 )
• HP Easy Start shows the printer in the ‘Connect’ step
• Add the printer again and complete full setup
• When clicking Continue, the app tries to download and install recommended SW
• After 10-15 secs a message box pops up with ‘Cannot obtain software information. … Check you network connection and try again’
• Note that my network connectivity is fine at this time
• During setup, allow it to check for updates automatically

Reset and update retry

If still not updating:

• Perform a power reset (unplug for 60 seconds)
• Turn ON and reconnect to Wi-Fi
• Leave the printer idle for a few minutes to allow background firmware sync
• Printer left idle for approx 60min … nothing happens

=> so, still on square zero … Printer does not print !!

[Meghana_10]

Thank you for the detailed inline feedback and for carefully going through each step. The information you’ve shared is very helpful and points toward a network-to-cloud communication issue and incomplete service initialization after the factory reset. Let’s proceed with advanced troubleshooting to address this.

1. Fix “Cannot obtain software information” (Network Path Issue)

This indicates the printer or Mac is unable to reach HP servers during setup.

Perform the following checks:

• Ensure both printer and Mac are on the same 2.4 GHz Wi-Fi network (avoid guest networks or VPN).
• Temporarily disable VPN, firewall, or security software on the Mac.
• Restart your router/modem and wait until internet stabilizes.
• Try using a mobile hotspot (important isolation test):
  • Connect both printer and Mac to the hotspot
  • Retry HP Easy Start setup

2. Manually Assign IP and Validate Connectivity

Since EWS is accessible but services are not fully working:

1. Open the EWS page
2. Go to Network → IPv4 Configuration
3. Set a Manual IP address
4. On your Mac:
   • Open Terminal and run:ping <printer IP>
   • Confirm stable response (no packet loss)

3. Re-enable Web Services with Backend Sync

You mentioned Web Services was enabled via EWS but Info Page does not print. Let’s force a backend reset:

1. In EWS:
   • Go to Web Services
   • Select Remove Web Services (if available)
2. Restart the printer
3. Re-enable Web Services again from EWS
4. Wait 5–10 minutes (do not interrupt)

4. Update Firmware Using USB (Critical Step)

Since online updates are not syncing, perform an offline firmware update:

1. Download the latest firmware for OfficeJet Pro 8024e from HP support site
2. Connect printer to Mac via USB cable
3. Run the firmware updater manually
4. Wait until update completes and printer restarts
    

5. Add Printer via IP Instead of HP Easy Start

To isolate software download issue:

1. Go to System Settings → Printers & Scanners
2. Click Add Printer
3. Select IP tab
4. Enter printer IP address
5. Use protocol: HP JetDirect - Socket
6. Add the printer

6. Perform Cold Reset (Service-Level Reset)

This resets deeper internal configs tied to cloud services:

1. Turn OFF the printer
2. Disconnect power cable
3. Wait 2 minutes
4. Plug back and power ON
5. Immediately press and hold:
   • Back + Cancel buttons (or equivalent on touchscreen models: touch back repeatedly during boot)
6. Continue until service/reset screen appears (if supported)

7. Validate Printer Standalone Behavior

• Try printing:
  • Printer self-test report
  • Network configuration page

Have a great day!

[peranda]

Thanks for your response and support

Unfortunately we have, once more, no progress.

The list of action points you shared is arbitrary and narrow (e.g., it completely ignores the possibility that the issue is app-to-HP communication rather than network-related).

Furthermore:

• Repetitive: It asks me to repeat steps I have already tried multiple times (specifically steps 1, 2, 4, 5, 6…).

• Incomplete: The instructions leave out critical steps (which I can figure out, but other users likely could not).

• Incorrect: Some instructions are flat-out wrong, such as step 3.

Can you please escalate this issue immediately? I am very close to throwing this printer in the trash and switching brands entirely.

BR

[Meghana_10]

Thank you so much for the response @peranda 

We understand the concern you have with the printer and request you to please let us help you. 

We are really sorry however, could you please try the steps provided in the link one last time and let us know if it helps and also, please provide us the images of the cartridges so that we can look into it?

HP app errors during setup and account registration | HP® Support 

Have a great day!

[peranda]

Thanks for your note and the link. None of the options listed in the provided link/guide quite fit the issue at hand, being the closes one the 2 point in the list. 

I proceeded with the already know and in previous days/weeks done steps. Result: the same.

Cartridges: 2 HP cartridges, 2 whitelabel cartridges (printer admits non-HO cartridges, shown as ok) 

[Meghana_10]

Thank you so much for the information @peranda 

Could you please send us the images of the cartridges that are being used so that we can try checking from our end and try assisting you? 

However, we would like to let you know that the HP cartridges do not work with non-HP cartridges. Hence, we would request that you either use all HP cartridges or all regular cartridges.

If you use all regular non-HP cartridges HP cannot guarantee the quality or reliability of non-HP supplies.

Have a great day!

[peranda]

Attached pic of cartridges.

As expected, and as in the many suggestions before, this one did not help either.
After changing the last 2 hp coloured cartriges for the white-label ones, I restore factory defaults (same results), I tried with the 2 different apps (HP Easy Start and HP) (same results), I did the 'hard reset' through the service menu in the printer console and tried to set it up with the apps (same results) ....

I have definitively lost my patience! 

[Meghana_10]

Thank you so much for your response and patience @peranda 

From the image, we can see that the printer is using a mix of cartridges, and the three-color cartridges shown do not appear to be genuine HP cartridges. For the HP Officejet Pro 8024e, the printer must have all four cartridges installed as compatible cartridges, preferably genuine HP cartridges or cartridges that use an HP-certified chip. If one or more cartridges cannot be authenticated, the printer may fail cartridge detection, setup, or initialization. 

We would like to inform you that once the printer firmware is updated, it may enable dynamic security features, which allow the printer to operate only with genuine HP cartridges. This helps ensure optimal performance, print quality, and device reliability.
 

For the best experience and consistent results, we strongly recommend using original HP ink or toner cartridges with your printer.

To isolate the issue, please try the following:

1. Obtain a complete set of 4 genuine HP cartridges (Black, Cyan, Magenta, and Yellow) or a complete set of cartridges containing HP-certified chips.
2. Power on the printer.
3. Remove all currently installed cartridges.
4. Install one cartridge at a time, ensuring it clicks securely into place.
5. After each installation, check whether the printer detects the cartridge correctly.
6. Once all four cartridges are installed and recognized, restart the printer and attempt the setup again using the HP app.

Please check the link for more details - HP anti-counterfeit | HP® India
 

Have a great day!