OfficeJet Pro 8710 - Set EWS password, now cannot log in

[a_toor]

Hi,

This morning I set an administrator password on my OfficeJet Pro 8710's Embedded Web Server.  

I immediately tried logging in to an administrator-protected area on the EWS, and I could not get in as the password was wrong.  This is strange as I set all my passwords using KeePass, so I couldn't have typed it wrong.

I have:

• searched these forums and consulted the various manuals
• reset the network settings serveral times
• pressed BL 4 times to get to the admin menu, and performed network reconfiguration
• performed a semi-full reset frm the admin menu
• unchecking an option on the EWS > Security section (was prompted for password)

Apparently any one of these solutions should remove the password but even after the semi-full reset, the password prompt just keeps appearing.

Is there any guaranteed way to remove this password?  It is extremely frustrating and has already set me back many hours in my home office today.

Thanks

[Riddle_Decipher]

@a_toor

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂 

As I understand the EWS password will not go away,

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

Was the semi-reset procedure successful? or was it interrupted?

If it was successful and yet the issue persists,

I recommend you Contact HP to have the printer either repaired/replaced:

HP  Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

[a_toor]

Hi @Riddle_Decipher

Thank you for the reply.  I can confirm I have tried the semi-full reset 3 times, and the password is still set.  Moreover, it has also remembered the network folder configuration I set up, so clearly the semi-full reset does not reset all settings as claimed.

Is there any way to perform a complete, full reset of the software that wipes absolutely all of the settings?  I can send the printer back, but I'd really rather not if it can be rectified at home.

[Riddle_Decipher]

@a_toor

Thank you for replying with this detailed response 😉 

I appreciate your time and efforts,

Just to be sure you and me, both, are on the same page,

I'm sending out a Private message with the reset instructions to set the defaults back and remove all personal data, if these are instructions you've followed at yet the issue persists, as suggested earlier, please Contact HP and have your printer repaired.

Please check your Private message icon on the upper right corner of your HP Forums profile 

Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage 

Please reply back on the public post as this Private message box is not monitored.

(The reason we are utilizing the private message is due to the fact that the instructions are critical,

And we don't want it in the wrong hands, as the printer will be set back to factory defaults).

 Keep me posted,

Good Luck.

[a_toor]

Hi, so I have tried the methods you advised on the private message, but the EWS is still password protected.

What are the next steps to resolve this?

Thanks

[a_toor · Accepted solution]

Dear all readers,

I stumbled across another post on the forums (https://h30434.www3.hp.com/t5/LaserJet-Printing/Password-lockout/td-p/5018641) where they mentioned that the password protection breaks if you enter a password longer than 16 characters.

I entered the first 16 characters of my password (I initially used a 20-char password using KeePass, so I do still have it) - voila, I can now access the EWS!!

@Riddle_Decipher, on behalf of many frustrated users across the globe, please can I ask that you raise this issue with the relevant people and ask for it to be a very high priority issue.  This is absolutely unacceptable and frankly embarassing.  If I had gone down the warranty and route, this would have inconvenienced me massively and probably cost HP hundreds of pounds in collections, deliveries and time.

At a very minimum, I would like to see HP Support staff including in their response to try using the first 16 characters of their password.

Regards

a_toor

[Riddle_Decipher]

@a_toor

Thank you for posting on the HP Support Forums, 

I understand your concern and to help you out, 

I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well, 

It's been a pleasure interacting with you and I hope you have a good day ahead.