forgot custom PW - need device reset

[nd2kos]

Office jet pro 2018 multi-function : hasn't worked right or reliably since purchase. Tried every troubleshooting trick / app / solution HP put out. Ctrl panel keeps freezing every time you do an operation or change cartridges. Result is we can't access settings or print functions w/o rebooting everything multiple times. Most dysfunctional printer & obtuse software we've ever seen. Device keeps saying it's offline when it's not and won't connect - even when HP Print Doctor says everything is fine. Need a full factory reset so we can start over, but there's a "custom PW" on the EWS [and have no idea where that came from as we didn't set one up] so can't access that or the printer control panel settings needed. Finding info or workaround online is impossible. Device is also sitting next to router for wifi but doesn't connect or says it has a 'poor connection.' Nonsense. Everything else in house connects no problem & have excellent signal, so problem is HP, not our network. On 2.4 ghz. 5ghz is disabled.

[Echo_Lake]

@nd2kos

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, to provide an accurate resolution, I need a few more details:

• What is the exact product number of your printer? Use this link to find it: http://support.hp.com/us-en/document/c03754824

Keep me posted for further assistance.

[nd2kos]

Product #3UK84A -- HP Office Jet Pro 2018 All-in-one

[nd2kos]

Product #3UK84A -- HP Office Jet Pro 2018 All-in-one

[nd2kos · Accepted solution]

Have been trying to get help w/ this problem for over a week, have spent countless hours searching for information and following HP instructions and trying HP 'fixit' apps, all to no avail. Detailed the problem in great detail and just spent over an hour online w/ HP chat help tech, who kept telling us to do what we've already done and try what we've already tried despite our telling him repeatedly that we didn't have access to those settings or options. Can anyone at HP spell "pay attention and read the support ticket?" So the chat tech rep said if we got disconnected they'd call or email, and lo and behold we got disconnected and as suspected, no one called or emailed -- and this is the second time HP support has in effect blown us off trying to get their P.O.S. product to work. But never fear, we're resourceful and came up w/ the best solution on our own: JUNK this P.O.S. HP printer and buy a Brother! Will never ever buy another piece of HP crap and recommend you don't, either. Terrible product that never worked from the day we bought it, and the 'support' from HP was equally on par w/ that.

[Echo_Lake]

@nd2kos

Thank you for posting back. 

I want to thank you for taking the time to speak to us today.  

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

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