Installer locked HP OfficeJetPro 6978

[Markie13]

When we purchased the printer, the store sent a rep to install.  Now Internet provider has had to change router.  Tried to connect printer to "new" network and it says that it was locked by installer.  How do I unlock so I can change network?

[Max3Aj]

@Markie13, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
When your HP OfficeJet Pro 6978 says it's locked by installer. This typically happens when a setup installer (usually from a retailer or managed IT provider) enables a setting that restricts network or configuration changes.

To unlock the printer and connect to a new network, follow these steps:

Option 1: Disable Installer Lock via Embedded Web Server (EWS)

Find Printer IP Address:

• On the printer control panel, press the Wi-Fi icon or go to Settings > Network Setup > Network Settings > Wireless Summary.
• Note down the IP address (e.g., 192.168.1.100).

Access Embedded Web Server:

• Open a web browser on a computer connected to the same network.
• Type the printer’s IP address in the browser address bar and press Enter.

Login to EWS:

If prompted, use the default admin credentials:

• Username: admin
• Password: (may be blank or use the PIN printed on the printer label, often inside the cartridge area).

Go to Settings > Security or Installer Settings (depends on firmware version).

Turn Off Installer Lock:

• Look for an option like "Installer Network Lock" or "Lock Wireless Settings".
• Disable it, then Save or Apply changes.

Option 2: Reset Network Settings on the Printer

This only works if the installer lock doesn’t block resets:

On the printer control panel:

• Tap Setup (gear icon) > Network Setup.
• Scroll to Restore Network Settings > Confirm.

This will reset the printer's wireless settings. Try to reconnect to the new network again.

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. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[Markie13]

I am terribly sorry to bother.  I am NOT computer literate and could not follow your instructions, or rather when I tried to follow, I got an IP address that was not like the addresses I had seen in the past (or the one the printer had before the problem).  It showed up on the screen as: B4.B6-B6-A2-40-29.  When I typed it in and hit enter I got alternatives to "find the numbers etc." .  It seems to be a MAC address (?).  Anyway, there was no EWS to be found. 

 To give you some background.  My "new" computer was set up and connected by a Best Buy Geek Squad member in September of 2022.  All worked fine until yesterday when our Internet provider changed technologies and installed a new modem and router.  We the Internet provider tech tried to log the printer into new network, he got the message that it had been "locked by the installer".   He said I first had to unlock it and then they could solve the problem of linking it to the new network (seems the printer only works on 2.4G and the new modem/router is mixed 2 & 5 G and supposedly the device with link to what it needs)   Thinking that if "Geek Squad locked it, Geek Squad can unlock it" I contacted them, paid for online tech help and spent 5 hours last night and two this morning working with them.  They finally said they cannot fix it and I have two alternatives.  Order and pay for their "on-site" service  on May 15th. or contact HP.  I use my computer for my work and my side business and cannot be without a computer.   I had posted my question yesterday in the midst of my wait for the Geek Squad and saw your answer and suggestions.  Again, I am not computerwise.  I could be doing something wrong.  Appreciate any help you can give me.

[Max3Aj]

@Markie13, Thank you for your response,  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support 

[Markie13]

Apologize, fourth line from the bottom.  I cannot be without my PRINTER.  Thanks