HP Smart App—See What's Printing Not Working

[JetsetA320]

Hi,

Assisted my mother with an HP Officejet 4650 newly purchased.  It is all set up except that the HP Smart app, on her desltop, does not show print jobs in the queue.  Under the printer icon tab from the left under "See What's Printing" there is an error message stating that this information is not viewable and must be found under Devices & Printers inside the PC's Control Panel.  My father, however, has no problem with his printer or HP Smart app.  If you go to that same page using his HP Smart app on his PC and you get "No jobs found", if there are no jobs printing, so it is clearly connected and working as designed.

Therefore,  I am trying to figure out what may be disconnected with the newly purchased printer and how to correct this.

Any ideas?

Thanks,

—JetsetA320

[Rainbow23]

Hi @JetsetA320,

Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query. I'll be more than glad to help you.

I understand that you are facing issues with your HP Smart App wherein it does not show print jobs in the queue.

I suggest that follow the steps in the link: Using the HP Smart App

If the issue still persists, you may contact HP Technical Phone Support from this link: http://hp.care/2r9wSvP
Select the country where you are located and type the product# or the serial number of the unit and then 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. Click on 'Show Options' icon and then scroll down the page and select 'Get Phone Number' to get the phone number.                   
You have a good day ahead.
 

[JetsetA320]

I’ll have to inquire by phone. The link was just general in nature and I stated a specific issue with the “See What’s Printing” option which obviously was not addressed in the link provided.

[Rainbow23]

Hi @JetsetA320,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue has not resolved after following the steps mentioned in the previous interaction.

This issue may require a one to one interaction over the phone.

Hence, you may contact HP Technical Phone Support from this link: http://hp.care/2r9wSvP

Select the country where you are located and type the product# or the serial number of the unit and then 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. Click on 'Show Options' icon and then scroll down the page and select 'Get Phone Number' to get the phone number.

You have a good day ahead.

[JetsetA320]

Hi Rainbow23,

I'm finally responding and I thank you for that suggestion.  However, I am nowhere nearer to a resolution with this problem.

Per your instructions, I was provided with a Case # to delve into this problem  when I called Support with the link you provided.  The HP Support team member did not have any concrete answer citing that they believe it may have more to do with the software in my computer and my mother's computer.

To recap again, the problem again is that "See What's Printing" inside this HP Smart app after pressing the printer icon on the content bar that sides out from the left is the only feature that does not work on my computer (DELL®) and my mother's laptop (Toshiba®).  On my father's HP Smart app on his desktop HP® Pavilion p6720f, it works fine and shows the print jobs in queue as designed.  This is why this HP Support team member suggested it may be a software problem.  All three computers are running the very latest version of Microsoft Windows 10™ O/S.  So I don't know why this wouldn't be available to my mother's Toshiba® and my DELL® computer. One other note—I should mention—Mom's computer is a HP Officejet 4650 All-In-One just like Dad's.  (Mine is a HP Officejet 8615 All-In-One).  For Mom's HP Smart app to not show any print jobs in queue using her HP Smart app, whereas Dad's does, is quite mindboggling.

Any suggestions?  I have uninstalled and reinstalled the HP Smart app from the Microsoft Windows store twice on her computer.  That's when I resorted to trying it out here on my DELL® computer, getting the same behavior with that error message as my mother's .  So one computer/printer relationship is working whereas two are not.  I should also state that all other features, ink cartridge levels, maintenance, printer preferences, scan settings, fax settings, etc., all function perfectly fine.  The HP Smart app recognizes all the above respective printers and their relationship to the computer to which they are assigned.

I don't know where I may turn next for support.  What do you suggest?:smileysad:

Thanks in advance,

[Personal Information Removed]