I recently got my grandmothers printer and she has recently passed. Still connected to her account

[Gregory40]

I got this HP ENVY 6400 from my grandmother after she passed but it is saying that another account is connected to it how do I fix that when we don’t have any access to her account 

[A_Gayathri]

Hi @Gregory40,

Welcome to The HP Support Community.  

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

I'm sorry for your loss. To resolve the issue with the HP ENVY 6400 All-in-One Printer that is still connected to your grandmother's account, you'll need to unlink the printer from her HP account and set it up with your own account. Here’s how you can do it:

Reset the Printer to Factory Settings:

• On the printer's control panel, navigate to Setup or Settings.
• Look for Printer Maintenance or Tools.
• Select Restore or Reset and choose Restore Factory Defaults. This will remove the previous account details from the printer.

Reconfigure the Printer:

• After the reset, the printer will need to be reconnected to your network. Follow the setup instructions that come with the printer to connect it to your Wi-Fi network.
• Install the HP Smart app on your computer or smartphone if you haven’t already. You can download it from the HP Smart website or your device’s app store.

Add the Printer to Your HP Account: HP printer setup (HP Smart app

• Open the HP Smart app.
• Select Add Printer and follow the on-screen instructions to add the HP ENVY 6400 to your HP account.
• You’ll need to sign in with your HP account credentials. If you don’t have an HP account, you can create one during this process.

Update Printer Settings:

• Once the printer is added to your account, you can configure its settings and preferences according to your needs.

Refer to this document: HP ENVY Pro 6400 All-in-One Printer series User manual 

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.