HP Smart App won't connect to printer

[Orudis18]

I have an HP OfficeJet Pro 6968 that is successfully connect to my home Wi-Fi. I can successfully print from other devices wirelessly (laptop and desktop) while on the same Wi-Fi network.

What I can't seem to do is have the printer recognized as online/available via the HP Smart app using a Samsung S10 5G. The app is up to date on the mobile device, has the HP Smart print services enabled in SETTINGS - > CONNECTIONS - > MORE CONNECTION SETTINGS - > PRINTING.

The app does show the printer name but never shows connected despite the printer being powered on and accessible by other devices. 

[asmita6658]

Hi @Orudis18

Welcome to the HP Support Community. I'd be happy to assist you with the connectivity issue. 

Let's try these steps to update your Android device -

1.) Open your device’s Settings app.
2.) Tap Security.
3.) Check for an update:
3.) Follow any steps on the screen.

Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

If the issue still persists, re-install the HP Smart app and try these steps -  Install and Use the HP Smart App

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Orudis18]

My device software is up to date as is the printer. I checked both device updates prior to reaching out to support. I also had checked to ensure that I had the latest HP Smart app version installed (I did).  For notation sake, the "Printer Update Options" has been set to 'Install Automatically' since purchasing the printer more than a year ago.

Any other suggestions? 

[Orudis18]

Additionally, I had installed and uninstalled the HP Smart app prior to reaching out to support.

This did not resolve the issue and was, in fact, the first troubleshooting steps I had tried. 

[asmita6658]

@Orudis18

Appreciate you trying the steps. I'd suggest you Contact HP in your region regarding this issue. 

If you are having trouble navigating through the above options, please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.  

Have a great day! 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!