• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
Guidelines
Here is the solution for the error: "Encryption Credentials have expired" when attempting to print or scan from Mac OS or iOS devices: Click here to view the troubleshooting steps!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs AND MORE.

‎11-20-2020 07:59 PM - last edited on ‎09-16-2025 07:06 AM by Moderator

HP Recommended
Product: MacBook Pro

Went through the entire installation process on my OfficeJet Pro 8025e as well as the HP App steps. The printer scan function works, but none of the copy or print features. Even if I try to print a setup page on the printer, the screen says "Printer Setup Incomplete" and then "Finish printer setup to enable printing. This printer requires use of an HP account, enabled web services, and Internet connection for setup and use." It directs me to 123.hp.com, which directs me to use the HP app, which tells me that setup is complete. I am losing my mind. I'm embarrassed at how many hours I've wasted trying to solve this on my own. If community forum doesn't help I'll likely box it up and sent it back.

 

The printer is connected to the Internet via wireless. The little blue light is on and steady.

I have uninstalled and reinstalled both the steps on the printer and the HP app. I've powered down, powered up and reset up the router, Mac and printer as instructed multiple times.

I did basic troubleshooting again with the online hp agents, who walked me again through the same steps and then gave me a phone number to call for further troubleshooting.

I was on the phone with hp for an hour and a half, and talked to one Very Helpful Tech and 8 "you were transferred to the wrong area" people. Very Helpful Tech tried to escalate my call, transferred me to the ink replenishment area, and they promptly dropped me when they tried to transfer me.

 

I also tried using the HP app on my iPhone 10, just in case the problem was my old MacBook Pro.

 

At this point I've dedicated more hours than I care to admit trying to solve this.

 

Any pointers or suggestions before I box this up and send it back?

Labels:
Who Me Too'd this topic
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.