Receiving a message stating "this feature has been locked by the person who set up the printer"

[JoshL76]

I have been trying to connect my printer to my computer for several weeks now.   I will preface this by explaining that I do not use this printer very often, sometimes months between uses.  But when I seem to need it, it never works.

Initially upon purchase I was connected via my Chromebook and everything was functioning as it should.  After not using it for several months I was unable to get it connected.  I had to call support for assistance and was told the printer's 1 yr warranty had recently expired.  This was frustrating because I used it three whole times in that year and now it wasn't working.  The support individual decided to help me out and remoted in to my computer and somehow set up the printer so that I could use it.  

The next time I tried to use the printer from my computer it would not work, but I was able to print from the app on my phone.  Still frustrated I didn't have the time to spend calling support again and moved on knowing that I rarely use the printer.

Fastforward to this year ( tax season is when I usually need to print) and once again the printer would not work.  I looked online for a way to reset to factory settings but when moving through the provided steps I receive a message stating "the feature has been locked by the person who set up the printer".  I am the person who initially set up the printer.  

I am enrolled in a subscription for ink with this device and haven't been able to print on it for over a year.  I am very frustrated at this point and need the printer to be utilized as intended when I purchased it.  

I need instructions on how to bypass this issue so I can have my printer back.

[Rainbow23]

Hi @JoshL76,

Welcome to the HP Support Community. 

This issue might require one on one interaction over the phone to fix it.

I've sent you a private message with the steps to talk to HP Support. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link

Take care and have a great day ahead!