Printer stuck in online setup after already being setup previously

[ABuk0]

Hi - I set up the printer & all was fine for printing & scanning (that is all I tried) for several days. I then looked at setting up the options further using the touchscreen on the printer. Shortly after that I got a message on the touchscreen with the heading "Online Setup Progress" & the message below saying "the device is configuring the printer", with a further message below saying "network xxxx joined" & "web services enabled".  When I select the "more" option at the bottom of the screen, it asks if I want to refuse the HP Instant Ink option or select "wait" & the message to complete the enrollment process on your computer or mobile.  I have already selected the HP Instant Ink option when I originally set up the printer.  I have tried switching off the printer & unplugging the power & waiting more than 60 secs.  In this case, the initial message I get is to finish online setup by going to 123.hp.com/setup.  However, I set up the printer when I first received it & all was alright.  This is then followed by the messages about "Online Setup progress", as mentioned above. I do not know how I can finish the setup when the app on the iPad shows the printer is already set up.  Just to also let you know, I could print but not scan from my laptop after I first had this problem & received the "Online Setup Progress" & other messages given above, but since I tried scanning on my iPad, which worked, I have also successfully scanned using the laptop. So all that remains, is how do I get the printer to recognise it has already been set up & show the options on the touch screen it used to & is meant to?  I am sorry this mesaage is rather long. Thanks in anticipation of some help.

[Riddle_Decipher]

@ABuk0

Welcome to the HP Forums 🙂 

I would like to take a moment and thank you for using this forum, it is a great place to find answers & meet like minded tech enthusiasts! 

As I understand the setup went through, however, you seem to be stuck in a loop,

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

• Have you reinstall the drivers using the root level technique?
• Did you complete the printer setup?

While you respond to that, here's what you need to do:

• Press "Windows key" + "r" to get the "Run" window.
• Type "services.msc" to get Services - Go to "Print spooler" - Right-click and "Stop" the service.
• Now again open "Run" - Type "spool" and ok - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.
• If the issue persists, also try clean installing the printer drivers. Here are the steps:
• First, unplug the USB cable from the printer if present. 
• Go to Control panel - Programs and feature - Select all the HP printer entries and uninstall them.
• Now go to Control panel - Devices and printer - Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type - "c:/programdata" - Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.

Then, use this link to access the HP website, find the drivers compatible with your windows and install it: Click here

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE

(By the end of this article all the issues should be resolved)

Keep us posted, 

(We shall troubleshoot as a team, fight till the end and emerge victorious)

If you would like to thank us for our efforts to help you, 

 feel free to give us a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution" button.

Have a great day!

[ABuk0]

Hi Riddle_Decipher

Thanks for getting back to me. I am very sorry it has taken so long for me to reply, but I have been quite unwell & there has also been a serious family medical emergency. In the meantime, when I switched the printer on again after a few days, I received the same message as before about it needing to be set up again. However, this time I noticed a different option (possibly new or I had not noticed sufficiently before) which I selected. I was then asked to enter the router password, which I did & I got a message to say the printer was now set up!

Everything was working fine again until a couple of days ago, when out of the blue I got a message about a paper jam in the document feeder. I have followed the instructions on how to remove the paper jam, but the error message remains. This is even though I have followed the instructions several times & also switched the printer off & waited several minutes before putting it on again. There is no paper or anything else showing where the jam is supposed to have occurred. Also, I had not used the document feeder for several hours before the message suddenly appeared & the last time I used the feeder everything worked fine! Are you able to let me know how I go about resolving this further problem? I am obviously not having an easy time of it! Thanks

[Jeet_singh]

@ABuk0,

Thank you for replying,

I'm so sorry to hear about the medical emergency.

I hope all are doing great!

Regarding the false paper jam error message, don't worry as I have a few suggestions which should help you resolve this issue.

I would suggest you try to do a hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Next thing I would suggest here is to update the printer firmware - Now you can either do this directly from the printer control panel or you can download the printer firmware from our HP support website, using this link. Once done, restart the printer.

For more assistance, please follow this link: HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, I would suggest the next step would be to do an advanced reset on the printer. 

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely,

Regards,