Every instruction given for smart task and how+ issues aren't accurate

[RJ1345]

My printer has not worked right since the day I bought it but was at least a lento use most functions in app. The hoot won't connect to my Google drive or box, when faxing i can't send it using document feeder i have to download a PDF and the upload it to a fax after filling out info. Have ePrint email but only seen once and wouldn't allow me to change it to something I could at least remember. Now suddenly I can't remove any of the email addresses saved to my printer on the touch screen if I want to scan a document I can scan it but then won't allow me to scan to any of the emails listed on printer touch screen it won't allow scan to hp cloud their is no option to use shortcuts and no option to delete the old email addresses not from printers touch screen panel or any of the hp websites. Which all the websites keep changing my language to Korean Chinese and everything but English. Tried deleting an account I created to see if some functions would work with new account because despite deleting the printer from the app in the account it is connected on HP website. Chat assistant instructions to remove it are just wrong none of the options exist. The steps to delete it won't work if their is no menu option. To edit or remove or delete the printer. Printer fails to connect to any new email addresses and basically has stopped functioning all together. I can put an picture on the scanner glass and print it but can't do anything with the app or on the websites. Despite resetting everything to original factory settings all the emails still can't remove them I printed an instruction page on how to remove or add an email and the instructions must be outdated because the options or links they say to click don't exist. Also won't keep my operating system saved so keeps telling me I need to use an windows device. I should have returned this printer when all this crap started which was the day I set it up. Managed to be able to use enough features to meet my needs at the time but now things changed and need features and printer functions to work as they are supposed to, can't believe I been paying for this so long when it's never once worked properly 

[Sneha_01]

Hi @RJ1345 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I'm really sorry to hear that you're having so many frustrating issues with your HP printer. It sounds like there are multiple problems affecting your experience, including connectivity with email addresses, issues with cloud storage like Google Drive and Box, problems with the scanning features, and general functionality through the app and the touchscreen panel. 

Can't Remove or Edit Email Addresses from the Printer Touchscreen

If you're having difficulty removing or editing email addresses on the printer touchscreen, here's a process to follow:

To Remove Email Addresses from the Printer:

On the printer's touchscreen:

• Go to the "Scan" or "Email" section.
• Look for the "Scan to Email" option, or navigate to where your email addresses are listed.
• Select the email address you want to remove or edit.
• You should see an option to either delete or edit the email. If not, try following this:

Try Using HP Smart App or Web Interface:

• If you haven't already, download the HP Smart app (available for both Android and iOS).
• Open the app, sign in, and make sure your printer is added.
• Navigate to the Printer Settings section and try managing the email addresses through the app. Sometimes the app will give more control over settings than the printer itself.

Reset the Printer's Email Settings:

• If the above steps don't work, you might want to reset the Scan to Email settings entirely.
• In the Printer Settings on the printer's touchscreen, try a factory reset for the email setup, and then reconfigure it from scratch.

Using HP Websites:

• HP often updates its web interface for printer settings, but sometimes it doesn't match the printed instructions. Instead, you might want to log in to HP Smart online (via the browser) or use the app to manage settings.

2. Issues with Connecting to Google Drive, Box, or HP Cloud

It sounds like you've been unable to connect your printer to cloud services like Google Drive or Box. Here’s what you can try:

Check Cloud Setup on Printer:

• On your printer's touchscreen, go to Settings > Cloud Services (or a similar menu, depending on your model).
• Follow the instructions to connect your Google Drive or Box account. Make sure the printer is connected to the internet via Wi-Fi or Ethernet.

HP Smart App:

• Open the HP Smart App and select your printer.
• Go to the Scan section and check if you can select cloud storage options like Google Drive or Box.
• If not, try removing and re-adding the printer to your app.

I hope this helps.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[RJ1345]

Going to scan to email on printer touchscreen: click an email address from my list of 4 emails that I connected to my HP account at one point by accessing HP Smart app and adding the printer with an account using the emails. After inviting from my original account. Anyway once you get to scan to email page their is an option that says ADD clicking it opens the next screen asking if I want to print instructions on how to add or remove email addresses or an option to email instructions. The instructions are outdated. They would have worked on my HP office jet pro 8025 all in one but the menu options on printer screen are completely different. I almost can't even call them options. Because their were actually real option menus for every category on my older 8025 model this model is what it is their aren't really any settings to change their is usually only an instruction page you might be able to print or a long message basically saying to login to HP account online to change this stuff or delete that. When I try to use the emails and actually scan a file to one, select scan to email select the email. Looks like it's loading then the email screen comes back on. I've repeated that probably 50 times trying to get it to send to one of my emails. 

Their is no app settings in the app for adding or removing email addresses or even for viewing any emails connected to the account. Unless you talking about making shortcuts or removing shortcuts then their is not a single link for this. Clicking on the app settings on bottom of apps home screen brings a page where you have option to go to help center on website, Use 5Ghz wifi toggle on or off, and "About" link that takes you to a screen that doesn't do anything but let you copy the app ID and share the app. The last one is the "notifications and privacy"  tab or link here you can read terms of agreement learn about data collection, usage, storage, and the privacy statement. Next on this page is APP IMPROVEMENT: Help improve future versions of the HP Smart app by sending usage data.

Google Analytics Privacy Policy

Adobe Privacy

Optimizely

And finally we have privacy settings where you can turn on sharing usage data and toggle on which data you are ok with sending: 

App analytics 

Advertising 

And personalized suggestions

And DELETE ACCOUNT

Other than that I can watch product tour videos ACCESS NETWORK SETTIGS, just turning on or off Ethernet or wifi connections, IPv6 and ipv4 and air print can be toggled on and off and I can clean print head smear and do printer alignment. 

I have already reset all the settings including doing a factory reset which didn't remove the emails that I can only see on the printer itself and nowhere else not a single one of the 15 HP websites you have to navigate through over and over. None of which have any mention or display or instruction about the HPeprint.con email address that HP+ printers have so I can send files to the printer that way when I don't have access to app. I owned a printer for years before I bought a model I assumed would be an upgrade but it's not at all. I lost access to Google drive and HP cloud services the day I set up this printer and have tried everything to get it to sign back in and let me create shortcuts. But every time I was asked to select a cloud account to connect to I tried all of them and it just kept saying error, can not connect to Google drive. And their are no other storage account for me to access except one called BOX. It's not drop box but I could connect to that. But then it stopped letting scan files anywhere. 

I factory reset and unplugged printer again this morning I removed it from my HP Smart app and turned back on and had to set it all up all over again but this time it kind of worked. But only after hours of figuring out how to add an email address for use with printer through the ews site, I have been trying all my emails with every combination of the many settings finding the right security settings SMTP server settings which I had no clue in the world what SMTP even was and all the instructions given by HP on how to find my email SMTP info was absolutely incorrect. Their are no outgoing message settings in the settings menus and not a single thing about SMTP servers. I even used my support services from Google live chat I am allowed through my Google pixel phone and the support lady says she had no clue how to help me. Anyway every time I add an email I test the connection using the test link. And it's just error error can not connect to email at this time or all my emails for weeks. Today 1 I added showed up on my scan to email menu that is finally empty in the touch screen on printer but now that's my only scan options.. I can't scan to HP cloud or use a shortcut I created or send to usb and can't get it to add a second email or connect to cloud accounts still. But I finally was able to send a fax today. 

Since the day I received this printer and still today I have not been able to get it to connect to my Google drive. And like I just said now after the factory reset I don't have the option to send to hp cloud.

The only reset type options in the printer is reset network connection 

Reset user data

Reset user settings

Reset all factory defaults 

And none of these options worked. I did the factory reset somehow in one of the many websites I was being sent to intended up with 35 open tabs from going to security settings in one site profile info in another ho smart.com 123.hp, HP.com, HP print, wireless. Hp. Com HP instant ink hpEws page HP support. 

[zoey7886]

@RJ1345, I really appreciate the detailed breakdown of the issues you've been facing with your printer. I completely understand how frustrating this must be—especially when the instructions don’t match what you’re seeing on your device. Let’s go step by step and see if we can get this working for you.

Removing Email Addresses from Your Printer

Since the touchscreen menu isn’t giving you the expected options to delete emails, let’s try an alternative:

Through Embedded Web Server (EWS)

1. Find your printer’s IP address:
   • On the printer, go to Wireless Settings > Network Summary (or similar) to find the IP address.
2. Open a web browser and enter the IP address in the search bar.
3. This should open the printer’s Embedded Web Server (EWS).
4. Go to the Scan or Scan to Email settings.
5. You should see a list of saved email addresses—try deleting them from here.

If you still don’t see the option, let me know what menu you see, and I’ll help navigate it with you.

Issues with Google Drive & Cloud Services

Since your printer lost access to Google Drive and HP Cloud, we may need to refresh the connection manually:

1. Check Internet Connection:
   • Go to Settings > Network Settings on your printer.
   • Make sure Wi-Fi is connected properly and that your printer has internet access.
2. Reauthorize Google Drive:
   • Open the HP Smart App and sign in.
   • Go to Shortcuts and try re-adding Google Drive.
   • If you get an error, try logging into Google Drive in a separate browser tab and check for any security alerts from Google that might be blocking the connection.
3. Update Printer Firmware:
   • On the printer, go to Settings > Printer Update and check if there’s a new firmware update available.
   • You can also check for updates via the HP Smart App.

SMTP Email Setup Issues

You mentioned struggling with SMTP settings, which is totally understandable—it’s not something most people deal with daily. Since different email providers have different SMTP details, here’s how to find yours:

For Gmail:

• SMTP Server: smtp.gmail.com
• Port: 465 (SSL) or 587 (TLS)
• Authentication: Yes (Use your email & app password, not regular password)

For Outlook/Hotmail:

• SMTP Server: smtp.office365.com
• Port: 587 (TLS)

For Yahoo:

• SMTP Server: smtp.mail.yahoo.com
• Port: 465 (SSL) or 587 (TLS)

To update these settings:

1. Go to the printer’s EWS page (using the IP address method mentioned earlier).
2. Navigate to Scan to Email settings.
3. Enter the correct SMTP settings for your email provider.

HP Smart App Not Showing Email Settings

It’s strange that your HP Smart App doesn’t show options to add/remove emails. Have you tried:

• Uninstalling and reinstalling the HP Smart App?
• Checking if there’s a newer HP Smart version available?

If the app still doesn’t show email management options, it’s possible HP removed this feature in a recent update, forcing users to manage emails through the web interface instead.

Factory Reset Didn’t Fix the Issues

Since the reset didn’t remove old emails or restore HP Cloud, this suggests that the cloud settings are linked to your HP account rather than just the printer. You might need to:

1. Log in to HP Smart (online, not the app): https://hpsmart.com
2. Go to Your Devices and see if you can remove and re-add the printer from there.
3. If possible, try setting up your printer with a fresh HP account to see if the email and cloud options become available again.

I hope this helps.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[RJ1345]

Got the SMTP server address test to complete successfully finally!! But still having the same problem that it seems like many other users are having after seeing owners of 9000 series printers dealing with same issue. On printer control panel click scan (no shortcuts tab or settings options on control panel) then I can click scan to email scan to cloud scan to USB or scan to web. Doesn't matter which one I pick. I select scan to email and the same 4 emails that won't delete from the printer or by factory reset or by control panel on printer and no email accounts or address book contacts or other email servers have been added, so their is nothing to be removed on the ews site but the printers instructions for adding and removing the emails says to do so from ews page. This is getting to point of pure rage bubbling up in me now instead of minor annoyance. Since the day I bought and set up this printer I have been non-stop on phone and chats with customer service about my hp+ services and web services and scanning features won't work properly! It's been over a year now and extended my warranty because none of the issues I've been having were able to be resolved and I keep attempting to talk to someone about how I've have this printer over a year and never once been able to use it the way it's made to he used. I'm disabled and been loyal hp customer for over 5 years and was given a faulty printer and all I keep getting is that hp is sorry I've had to deal with these issues. No one has offered diagnostics to see if they can help fix it, others give instructions that can't be completed due to inability to do any type of edits or changed from printer control panel .their is just no options for it. The hp smart app does not have the features they say it does. Their is no setting options for email addresses, I've never once gotten my hp cloud service to stay enabled so I can use it since it refuses to allow me to connect to any of my personal drive or cloud accounts when creating shortcuts. Just error pop up says this action can't be completed. 

   But right now the most frustrating is finally got email server to stop failing to Connect. But still same control panel issues. Click on scan to email and end up at a list of email addresses to send to that are impossible to remove or change. Click on the email I used for the email server set up or any other of the emails in the list. Then says connecting..... Wait wait wait.... Then back on screen to select an email.. click the email I want to send to and then connecting then back to the list of emails. Over and over and over. Reset network, user account, user settings, factory default probably 30 times in last 2 weeks and nothing changes. Cannot remove a printer from an account with an instant ink subscription and wouldn't allow me to switch devices either so I can't remove the printer or set it up with a new account because instant ink which is becoming wsy to expensive now, won't allow it. 

[RJ1345]

Any thoughts on how to remove these emails from printer? When their are no emails listed in ews page scan to email servers have just the one email address I use with my account that I only just a few days ago finally got connected without an error and failed server test. Their are no invited users set up and no address book users set up their are no saved email addresses anywhere but on printer control panel every addresses I've tried to get my scanning options to work with since I owned this thing without any luck, I have factory reset all the settings unplugged it for a few days removed all app cache and app data and then uninstalled HP smart app from my devices and deleted the printer from my account after temporarily disabling my instant ink account and then set it all back up again to find nothing changed in the printer except now it's not accepting my new ink cartridges and for about a day and a half wouldn't accept the cartridges it's been using when I need to photocopy something but that's all I've been able to use the printer for. Which isn't often. I bought because I needed HP+ web services scan to email. Save to clouds, and faxing.  Only the faxing works on most occasions if I can get documents in my phone without downloading 3 more apps to scan by camera a 45 page document one page at a time. I shouldn't have to do that. I should be able to use my printer