04-08-2018 10:49 AM
Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues while printing from HP Smart App. Don't worry we'll work together to help you find a solution.
To provide you with an accurate solution, I'll need a few more details:
Could you provide me with the exact model of the printer? Use this link to find it: https://support.hp.com/in-en/document/c03754824 (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).
Have you tried to uninstall and reinstall HP Smart App?
For now, try these steps:
- Uninstall HP Smart app and reinstall it from Apple iTunes.
- For further assistance, check this link: http://hp.care/2DFjFhp (HP Printers - Using the HP Smart App (Android, Apple iOS)
- It gives you steps on how to download, install and use HP Smart app with FAQs.
If the issue, persists, then contact HP phone support for further assistance as they will help you in real time in this regard.
HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP
- Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
- Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
- Once completed click the 'Show Options' icon on the bottom right.
- Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.
They will be happy to assist you immediately.
If the unit is under warranty, the manufacturer’s warranty should take care of it for you.
Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient.
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. :) Please reach out for any issues and I'll be there to assist you. :)
If the information I've provided was helpful,
give us some reinforcement by clicking the solution and kudos buttons,
that'll help us and others see that we've got the answers!
I am an HP Employee
04-13-2018 02:25 PM
Thank you for replying,
As I understand you have followed the steps suggested and still having the issue. Don't worry as I have a few other steps which should help you resolve this issue.
I would suggest disabling the IPv6 & assigning a manual IP to try and fix this issue. Here are the steps:
Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
Type the IP address on your web browser to obtain the printer EWS page on your computer.
Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
Click on radio button which says “Manual DNS Server” and under manual preferred type 18.104.22.168 and under manual alternate type 22.214.171.124 (This is Google DNS server address)
Restart the printer and router once done.
If the issue persists, I would suggest here is to save the file and then try to print and check if that helps.
If nothing works, I would suggest here is to Add the printer using Airprint and then check.
Confirm you are using AirPrint by adding the printer in System Preferences.
Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.
Figure : Example of the Printers & Scanners window
Check if your printer name displays in the Printers list, and then do one of the following steps.
If your printer is listed, remove and re-add the printer to confirm it is set up for AirPrint. Click the printer name, click the minus sign to delete the printer, click the plus sign , click Add Printer or Scanner, click the printer name and then continue to the next step.
If your printer is not listed, click the plus sign, click Add Printer or Scanner, click the name of your printer, and then continue to the next step.
If your printer is not listed in the Add Printer or Scanner window, go to the Frequently asked questions in this document to resolve connection issues, try to add the printer again, and then continue to the next step.
Confirm AirPrint or Secure AirPrint displays in the Use or Print Using menu, and then click Add.
Figure : AirPrint displays in the Use menu
Open a document or photo, click File, and then click Print.
Let me know if those steps worked for you.
If they did, that’s awesome!
Give us some reinforcement by clicking the solution and kudos buttons,
That’ll help us and others see that we’ve got the answers!
I am an HP Employee