Incorrect messages from HP Smart and printer offline

[ChuckM47]

I have a HP LaserJet MFP 140we Printer. When I sign into hpsmart.com it keeps telling me I have "0 printed" and “unable to print”. Neither of those statements were true earlier today. I have printed successfully several times this month but the print count stays at zero and the status says I am not connected. The virtual support bot told me to turn the printer off and on. I did that and now it REALLY WON’T print. When I fiddle with it I sometimes get it to print a page that says “A problem occurred with your HP account… open the HP smart app … and sign in.”  I’ve done that multiple times but don’t know what else to do. I tried to get a live agent chat to help me, but it just loops.

[SmithaP]

@ChuckM47 

Thank you for reaching out to the HP Support Community. We’re here to support you every step of the way.

It sounds like you are experiencing connectivity issues and inaccurate print count updates with your HP LaserJet MFP 140we. Here's a step-by-step guide to resolving these issues:

1. Check Printer Connection: Ensure that your printer is correctly connected to your network. If using Wi-Fi, consider restarting your router and reconnecting the printer to the network.

2. Verify HP Account: Double-check that you are signed into the correct HP account that is linked with your printer. Ensure the printer setup within the HP app has been completed without errors.

3. Reboot Devices: Power off your computer, printer, and router. Wait for a minute, then power them back on. This can help refresh network settings and connections.

4. Update Printer Firmware: Ensure that your printer's firmware is up-to-date. Use the HP app to check for and install any available updates.

5. Clear Print Queues: If previous print jobs are stuck, clear the print queue from your computer by going to your printer settings and canceling all pending jobs.

6. Reconnect to HP App: In the HP app, remove your printer and then reconnect it. This can refresh the connection between your printer and the app.

Do keep us posted on whether these steps resolve the issue. We’ll be happy to assist you with the next steps.