HP CLJ Pro is offline in HP Smart App but online in web

[PhoenixDH]

Hey community,

I have an issue wirh my hP Laserjet Color Pro MFP 3302 and print anywhere.

The printer is connected to the network and everything is working well, only that festure not from outside.

If I check the connection state to cloud, on hp smart wb  side it shows online and connected and ready for print anywhere.

Only in the HP app on iOS the device is offline. Playing arround since weeks without success.

I have a FritzBox as DSL modem and a Unify infrastructure behind. There is no special config or firewall enabled. Mostlikely everything out of the box.

Maybe someone has a clue. Thanks for supporting.

[PhoenixDH]

Nobody got an idear or hint?

[Kuroi_Kenshi]

Hi @PhoenixDH,

Welcome to the HP Support Community!

Thanks for reaching out!

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

I understand your HP Color LaserJet Pro MFP 3302 shows online and connected in the HP Smart Web portal, but appears offline in the HP Smart App on iOS when trying to use Print Anywhere. Let’s go through some checks to narrow down the cause.

1. Verify HP Account Sign-In

Ensure you are logged into the same HP account in both the HP Smart Web portal and the HP Smart App.

If logged in with different accounts, the app may not sync with the printer.

2. Refresh Printer Connection in HP Smart App

Open the HP Smart App on iOS.

Tap the "+" (Add Printer) option, and re-add the printer.

This forces the app to refresh its connection with the HP Cloud services.

3. Check Print Anywhere Setup

In the HP Smart App, go to Printer Settings > Advanced Settings > HP Account > Print Anywhere.

Confirm that Print Anywhere is enabled.

If already enabled, toggle it off and back on.

4. Update HP Smart App & Firmware

On iOS, go to the App Store and check for the latest version of HP Smart.

Also, update the printer’s firmware from the HP Smart Web portal or printer control panel.

Outdated app or firmware can cause sync mismatches.

5. Reset App Cache

On iOS, uninstall the HP Smart App and reinstall it.

Re-sign into your HP account and re-add the printer.

This clears any corrupted app data that might be causing the offline state.

6. Network Considerations

Since your FritzBox and Unify infrastructure are working “out of the box,” no special firewall rules should block Print Anywhere.

Still, confirm that the printer has internet access without restrictions (no DNS filtering or VPNs).

If you’re on mobile data, ensure HP Smart has cellular data access enabled under iOS settings.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[PhoenixDH]

Hi @kuroi_kenshi Kuroi_Kenshi,

thank you for the response. I am now back in my local area network and did all the checks without success.

But I saw that about what I am wondering (sorry is in german):

Although that I am at home are the settings inside the HP app greyed out. I am not able to change something.

No clue why, but for me thst seems that something is not connected propper. 

And this is the view from web:

If something needed in addition, just let me know.

Will seatch for an option to maybe unlinkt the printer.

And what I am also wondering about is that I have to add the printer on each device where I log in with the HP app. I thought that cloud solution will keep the printer for easy use. On my MAC I habe the same, advanced options are greyed out.

[PhoenixDH]

Crazy situation:

I habe print anywhre now working.

I resetted the printer 2 times. First time without success, second time it is working.

But know I have in my account 2 profiles, 1 personal and 1 organisation. Personal is empty, organisation has now the working printer.

Do I need both? Can I delete one? Did not found out how.

[Kuroi_Kenshi · Accepted solution]

Hi @PhoenixDH,

Thanks for the update and for sharing the details! I’m glad to hear that Print Anywhere is now working after the second reset, sounds like persistence paid off. 😊

Regarding the two profiles in your HP account:

The organization profile is where your working printer is now registered. This is the profile you’ll use to manage and access the printer across devices.

The personal profile appears empty and isn’t required for the printer to function. You can safely delete or ignore it if you won’t be using it for other HP devices or services.

A few tips:

Make sure you are always logged into the organization profile on all devices to access the printer and advanced features.

When adding the printer to a new device via HP Smart, always select the organization profile. The cloud will remember the printer for that profile, but it won’t appear under your personal profile.

If everything is working smoothly now, please consider marking this thread as “Accepted Solution”. This helps other HP users who face a similar Print Anywhere or profile issue find a reliable solution quickly.

You’re doing an awesome job navigating this, thanks for your patience!

Best regards,

[PhoenixDH]

Thanks for the clarification, will habe a look how I can delete the personal one, otherwise just ignore.

[Kuroi_Kenshi]

Hi @PhoenixDH,

A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue. 

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help! 

Thanks again for your confirmation, and we wish you an amazing day ahead! 

Best Regards,