Printer has become locked

[reneenordio]

For some reason or the other, my printer has become locked. When I enter my credentials on the Printer screen to unlock, it doesn't recognize the credentials as correct, however I can log into my HP account using those same credentials.

[Raj_05]

Hi @reneenordio,

Welcome to HP Support Community.

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

If your HP OfficeJet Pro 8035e printer has become locked and doesn't recognize your credentials despite being able to log in to your HP account online, it could be related to a misconfiguration or an issue with the printer's local authentication system. Here's how you can troubleshoot the issue.

Verify if Account Lock is Due to HP Smart Admin

• Check if the printer is enrolled in HP Smart Admin or HP Smart Dashboard. If so, the credentials needed may not be the same as your HP account login. You may need an administrator account linked to the printer.

Perform a Soft Reset

• Turn off the printer.
• Unplug the power cord from the back of the printer.
• Wait for about 60 seconds.
• Plug the printer back in and turn it on.
• See if the printer allows you to enter credentials after the reboot.

Reset Printer Security Settings via HP Smart App

• Open the HP Smart app on your phone or computer.
• Connect to the printer via Wi-Fi or USB if possible.
• In the app, go to Advanced Settings or EWS (Embedded Web Server).
• Try resetting the Security Settings under the Network or Settings tab.
• Restart the printer and try logging in again.

Factory Reset the Printer

If none of the above steps work, you may need to restore the printer to its factory settings:

1. Press the Home button on the printer's display.
2. Go to Settings > Printer Maintenance > Restore > Restore Factory Defaults.
3. Confirm the reset. This will erase all settings, so you will need to reconnect the printer to your network and reconfigure any settings.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support 

[reneenordio]

Thank you for your help, Alden4. Unfortunately, I received info from HP for me to return the printer for a full refund, as it ended up being something that couldn't be resolved. But, again, thanks for taking the time to respond to my problem.