Trying to update, locked out of update and restore

[bplumbinginc]

Hello,

I’m trying to check for updates on my printer but that option is locked.  We have tried every possible user/ password combo including admin and serial numbers etc.  I then considered restoring to factory settings, but that is also locked.  Would appreciate any insight on what to try next.

[Sneha_01]

Hi @bplumbinginc,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If you're locked out of accessing the update and restore options on your printer, there are a few steps you can take to troubleshoot and potentially resolve the issue:

1. Verify User Credentials:

• Ensure that you are using the correct username and password to access the printer settings.
• Try using the default username and password provided by HP. You can usually find this information in the printer's user manual or support documentation.

2. Reset Printer to Factory Defaults:

• If you are unable to access the update and restore options, consider performing a factory reset on your printer.
• The process for performing a factory reset varies depending on the printer model. Refer to the printer's user manual or support documentation for instructions on how to perform a factory reset.

3. Update Firmware via USB:

• If you're unable to update the printer firmware through the printer settings, consider updating the firmware using a USB connection.
• Visit the HP website and download the latest firmware update file for your printer model.
• Follow the instructions provided by the manufacturer to install the firmware update using a USB drive.

4. Ensure Network Connectivity:

• Make sure that your printer is properly connected to the network and has access to the internet.
• Some printers require an active internet connection to check for and install firmware updates. Ensure that your printer is connected to a stable network with internet access.

5. Check for Physical Restrictions:

• Ensure that there are no physical restrictions or limitations preventing you from accessing the update and restore options on the printer.
• Check for any buttons or switches that may be locked or disabled.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support