OfficeJet Pro 8025e installation will not complete

[lmaxin]

Went through the entire installation process on my OfficeJet Pro 8025e as well as the HP Smart steps. The printer scan function works, but none of the copy or print features. Even if I try to print a setup page on the printer, the screen says "Printer Setup Incomplete" and then "Finish printer setup to enable printing. This printer requires use of an HP account, enabled web services, and Internet connection for setup and use." It directs me to 123.hp.com, which directs me to use the HP Smart app, which tells me that setup is complete. I am losing my mind. I'm embarrassed at how many hours I've wasted trying to solve this on my own. If community forum doesn't help I'll likely box it up and sent it back.

The printer is connected to the Internet via wireless. The little blue light is on and steady.

I have uninstalled and reinstalled both the steps on the printer and the HP Smart app. I've powered down, powered up and reset up the router, Mac and printer as instructed multiple times.

I did basic troubleshooting again with the online hp agents, who walked me again through the same steps and then gave me a phone number to call for further troubleshooting.

I was on the phone with hp for an hour and a half, and talked to one Very Helpful Tech and 8 "you were transferred to the wrong area" people. Very Helpful Tech tried to escalate my call, transferred me to the ink replenishment area, and they promptly dropped me when they tried to transfer me.

I also tried using the HP Smart app on my iPhone 10, just in case the problem was my old MacBook Pro.

At this point I've dedicated more hours than I care to admit trying to solve this.

Any pointers or suggestions before I box this up and send it back?

[Kumar0307]

@lmaxin, Welcome to the HP Support Community!

Apologies for the inconvenience caused. Kindly refer to this document for assistance with the first-time setup.

Make sure the web services are turned on. Refer to this document to know how to turn it on. This printer is AirPrint compatible. Use AirPrint drivers to print from your MAC as shown in this document - Printing with Apple AirPrint

If the issue persists, let us reset the printer to its factory settings:

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset, and re-initialize the printer.
• In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[sdanielson]

I am having essentially the same problem. The set-up won't complete and my computer can't find the printer even though it appears as a Direct printer, in the list of networks. I followed the instructions exactly and the wifi network is connected.I spent four hours trying to make this printer work. The HP support options are absolutely useless.

[Jay_G24]

 Hi @sdanielson,

I'd like to help!

1.  May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.
2. What device are you using the printer with, a Windows computer, Mac, Android or an iPhone?
3. What is the status of the wireless light on the printer, steady or blinking?
4. Is the printer connected to a home or public network?

Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping 

[NHRodney]

I have this EXACT problem. I'm curious how you eventually solved this. As usual, it appears "help" isn't that helpful.

[NHRodney]

Believe it or not, I called the HELP telephone # and I very nice guy named Leonard helped me through it. My printer is now working fine.

For me, the issue seemed to be that the instructions were lacking in some steps. 

1. I had the problem of the app not finding my printer. The solution to that was easy, and I figured it out on my own. I realized that no-where (That I saw) did it explicitly tell me to set the printer up to be on my wireless network. I quickly realized that it couldn't find it, if I didn't do that. 

2. I'm not sure why. but in my following of the instructions, somehow I didn't finish everything on the  website for the set up of the drivers. When Leonard connected to me, he knew exactly what to do , and within just a few minutes, he had finished the last few steps that I hadn't done. I suspect that my problem started when I didn't want the "free ink" offer. I think I might have skipped past too much when I declined. When he went through it, he signed me up for it. I can easily get back out of it. I don't think I'll be printing enough for that subscription to be that meaningful to me. 

So MY advice is to actually call support. I was shocked that it actually helped me. My printer is working as expected now, and I'm happy with my purchase

If you call, it helps to be prepared with both your serial # AND your printer PIN .

[olgadabest]

lol....you are correct about not accepting the free ink offer.  I went back in, signed up for 99 cents per month and walah....I can print.  Shame on HP.  Now to figure out how to cancel the not free ink!!! lol

[NHRodney]

.

[BikeBun2]

Just bought my own 8025 and went through the same misery and frustration all day yesterday. I too am ashamed about all the time I wasted going around the same circles.  After a 40 year career at a Naval Nuclear Design lab developing software and automating devices I find this is the most absurd situation with a product and its manufacturer I have ever encountered. They have you by the gonads. When I first installed on a wireless connection I must have had the Instant Ink scam set up right because for a short while I could print. Then I turned if off somehow because I did not want the Instant Ink program and got the "Printer setup not complete ..." message. I feel that it is incumbent on HP to remedy this fault.It is barely short of criminal.

I bought my printer at Staples and they have received a ton of complaints about the same problem in their comment section about his problem. I am going to spread the news of my experience on every blob I can find. Maybe it will embarrass HP to resolve this issue - but don't hold your breath.

[SpringBLossom]

Oh my gosh you are so right!  After 3 hours of trying to install the printer, I finally saw this message board.  I had a feeling along the way I had to enter my credit card number into the free trial page.  Shame on Hewitt Packard for scamming their customers by forcing them to sign up for this ink service just so we can print.  My family has been loyal HP printer customers for 20 years.  I am able to print now.