can't do factory reset

[Majeedb]

the screen of the printer is stuck on "The HP software is setting up your printer..."

I tried to reset the printer but I get "the printer is busy try later"

I tried power drain, disconnected my printer power cable from both the outlet and printer, waited 30min, and nothing, it keeps coming back to "The HP software is setting up your printer..."

[A_Gayathri]

Hi @Majeedb ,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP Smart Tank 790 All-in-One is stuck in the setup phase, and you're unable to perform a factory reset due to the "printer is busy" message. This issue can sometimes be resolved by following these steps:
 

Steps to Resolve the "Printer is Busy" Issue:

Power Reset (Hard Reset):

• Disconnect the power cable from the printer and the wall outlet.
• Wait at least 1-2 minutes (not just 30 seconds).
• Press and hold the power button on the printer for 20-30 seconds to drain any residual power.
• Reconnect the power cable directly to a wall outlet (not a power strip or surge protector).
• Turn the printer back on and check if it proceeds past the setup screen.

Cancel the Setup Process via the HP Smart App: HP printer setup (HP Smart app)

• On your computer, open the HP Smart app and check if the printer is listed.
• If the printer is connected, try canceling the setup from within the app.
• You may also try to remove the printer from the app and re-add it after rebooting both the computer and the printer.

Accessing Printer's Embedded Web Server (EWS):  Use the HP printer Embedded Web Server (EWS)

• If your printer is connected to your network, you can try accessing its Embedded Web Server (EWS) through your browser. Here's how:
  • Find the printer's IP address by pressing the Wi-Fi or Information button on the printer, which will print a network configuration page.
  • Type the printer’s IP address into a browser on your computer (e.g., http://192.168.x.x).
  • Once in the EWS, try performing a factory reset from there, if possible.

Printer in "Error Mode" Recovery:

• If the printer is still stuck, try pressing the following button combination:
  • Press and hold the Power and Cancel buttons for 15-20 seconds.
  • Release the buttons and allow the printer to reboot. Sometimes this can help force a reset.

Update or Reinstall HP Smart Software:

• If your computer was involved in the setup process, make sure your HP Smart app and drivers are up-to-date. You can download the latest version from HP's official website.
• Try reinstalling the HP Smart app, and remove any existing printer profiles before setting up again.

Try a Forced Factory Reset:

• While the printer is powered on, press and hold the Wi-Fi button and Cancel button for 10-15 seconds until the screen goes blank or a reset prompt appears.

Refer to this document: HP Smart Tank 790 series User manual

I hope this helps. 

Take care and have a good day.

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