Unable to set up keeps getting stuck at setting printer up phase

[JAX333]

When trying to set up using the HP Smart App, I can find the printer and connect to the WiFi, but at the setting printer up phase it I get the wheel of death and won't go any further. 

I have contacted HP support and spent literally hours trying to connect and they couldn't help, I have done all the usual, unplugged, re-started, printer phone/laptop and printer, factory re-set printer and nothing has worked. I don't understand why a printer is so difficult to get working at the "support" doesn't know how to get it working either!? Has anyone else actually managed to resolve this issue? 

[Raj_05]

Hi @JAX333,

Welcome to HP Support Community.

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

I'm sorry to hear about the frustration you're experiencing with your HP ENVY 6020e setup. The issue you're describing with the HP Smart App hanging during the setup process is not uncommon, and it can be caused by several factors. Here are some steps you can try to resolve this issue.

Step-by-Step Troubleshooting

Check Network Configuration:

• Ensure that your printer and device (phone/laptop) are on the same Wi-Fi network.
• Avoid using guest networks or public Wi-Fi.

Reset Network Settings on Printer:

• On the printer, go to the network settings and select "Restore Network Settings." This will clear any previous network configurations.
• Reconnect the printer to your Wi-Fi network following the instructions.

Update Firmware:

• Check if there is a firmware update available for your printer. Sometimes, firmware updates can resolve connectivity issues.
• You can usually check for firmware updates through the HP Smart App or the printer's control panel.

Use HP Print and Scan Doctor:

• Download and run the HP Print and Scan Doctor tool on your computer. This tool can diagnose and resolve many common printing and scanning issues.
• HP Print and Scan Doctor

Manually Assign IP Address:

• Sometimes, assigning a static IP address to the printer can resolve connectivity issues.
• Access your router's settings and reserve an IP address for your printer.
• Enter the reserved IP address manually on the printer's network settings.

[Raj_05]

Alternative Setup Method:

• Try using a different setup method, such as the HP Easy Start software, available on HP’s support website.
• HP Easy Start Download

Check for Interference:

• Ensure that there are no electronic devices near the printer that could cause interference with the Wi-Fi signal.

Reinstall HP Smart App:

• Uninstall the HP Smart App from your device and reinstall it.
• Clear the app cache (if applicable) before reinstalling.

I hope this helps.

Take care and have a good day.

Please click “Accepted 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!

Alden4

HP Support