Printer wont connect to HP app

[bwcarpenter]

I had to factory reset my printer because the solutions for an error were not working properly. I have done this before successfully. This time, however, I am having a strange issue. When I have done this in the past, all I need to do is reconnect it to my laptop as a "new device", and do the same in the hp printer app. It reconnected to my laptop just fine. But it will not connect to the hp app. This is a huge problem because it means that I cannot scan anything for my business. 

It is showing up in the app as a new device, and an old device that is "offline". But it will not let me delete the old device, or connect the new one. Please help.

Thank you.

[Kuroi_Kenshi]

Hi @bwcarpenter,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your printer!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Ensure Printer is Connected to the Network:

• Make sure the printer is properly connected to your Wi-Fi network. Follow these steps:
  1. On the printer's control panel, go to network settings.
  2. Ensure the printer is connected to the same Wi-Fi network as your laptop.

Update Printer Firmware:

Kindly refer to this link to update your printer firmware.

Reinstall HP Smart App:

• Try uninstalling and reinstalling the HP Smart app on your laptop to see if that helps establish the connection:
  1. Uninstall the HP Smart app from your device.
  2. Restart your device.
  3. Download and install the latest version of the HP Smart app from the HP website or your device’s app store.

Add Printer Manually in HP Smart App:

• If automatic detection fails, you can add the printer manually:
  1. Open the HP Smart app.
  2. Click on the "+" or "Add Printer" button.
  3. Select your printer from the list (ensure it's powered on and connected to the same network).

Check Network Configuration:

• Ensure that your network allows for communication between devices, particularly if you are using advanced network security settings.

Restart Devices:

• Restart both your printer and your laptop. Sometimes a simple reboot can resolve many issues.

I hope this helps.

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Best regards,