Security issue

[MaryW9]

When I went to print something wirelessly I got the message that I have been hacked. I tried again and the same message came up. When I looked into it further there was someone else's name on the account from another country.

Please help me reset my printer and keep my information safe.

[VikramTheGreat]

Hi @MaryW9,

Welcome to the HP Support Community.
 

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

That sounds very concerning! If someone else’s name is on the account and you’re receiving messages about being hacked, it’s important to secure your printer and network immediately. Here’s what you should do:

Step 1: Factory Reset the Printer:
1. On the printer control panel display, from the Home screen, swipe left to see ( Setup ) and touch ( Setup ). 
2. Touch Tools, touch Restore Factory Defaults, and then follow the onscreen instructions.

Network Restore:
1. From the Home screen, touch (Wireless) and then touch ( Settings ). 
2. Touch Restore Network Settings, and then follow the onscreen instructions. 
3. Print the network configuration page and verify that the network settings have been reset.

Step 2: Secure Your HP Account
Change your HP account password immediately at HP’s official website.

• Enable two-factor authentication (2FA) if available.
• Remove any unknown devices linked to your account.
   

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!

VikramTheGreat

HP Support 

[VikramTheGreat]

Hi @MaryW9,

I hope this message finds you well. I wanted to follow up on the technical issue that we discussed earlier and confirm that it has been successfully resolved.

If you encounter any further issues or have any additional questions, please do not hesitate to reach out to us. We are here to assist you and provide any necessary support.

I will be archiving this case for now however, you can respond to the same thread to continue the conversation.

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!

Take care and have a great day ahead!

VikramTheGreat

HP Support

[VikramTheGreat]

Hi @MaryW9,

We hope you’re doing great. We just want to send a follow-up message to check how things are, and whether you still need our help. If you still do, we’re just a DM away.

Take care and have a good day.

VikramTheGreat

HP Support