HP Smart App not working

[AsmaaSo]

I recently bought an OfficeJet 8015, and wanted to use the HP Smart App on my Macbook Air 2019. I've downloaded and installed this app 3/4 times now and it just doesn't work. It opens and then just doesn't respond and is constantly loading (as shown below). I had a HP Envy before (which is why that is showing on the screenshot) but this app doesn't work and I need it to print/ scan documents. Any help?

(I know that AirPrint is an option and I have added my printer that way, however I also need to use the scanning functionality on the printer)

[TEJ1602]

@AsmaaSo, Welcome to HP Support Community!

The Library folder contains personalization, preference, and cache files of the HP Smart app. Let's try removing HP Smart App and it's associated files from the Library folder:

1.) Open Finder and click Applications

2.) Move HP Smart App to Trash and clear the Trash.

3.) Open Finder then click Go and Click Home.

4.) Click View then Click Show View Options. Check the box Show Library Folder.

The change is instantaneous and the Library folder will immediately become visible.

5.) Open Library and Open Application Support, move HP Smart folder to Trash and clear the Trash

6.) Download and install HP Smart App from here.

Hope this helps! Keep me posted. 

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!

[AsmaaSo]

@TEJ1602 - thanks for this!

I tried it and it let me set up my new printer (annoyingly only after I had connected to it through the IP Address, rather than through the WiFi) but now it won’t print. Any way you can help?

[TEJ1602]

@AsmaaSo

To be able to assist you better, I would like to know the following:

• Are the printer and PC connected to the same network?
• Is your router dual-band enabled i.e., both 2.4GHz and 5GHz?
• What is the distance between the router and the printer?
• Is there any antivirus software installed on your computer?
• Could you perform a ping test using the Mac Network Utility and let me know the results?

Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'. 

Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems.

Keep me posted for further assistance.

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!