HP Smart app Advanced Settings (EWS) option missing from HP Smart mobile apps w/OJ Pro 9020

[Danabw1]

Occurs on both iOS and Android 

Simple problem: 

1. Open HP Smart app (Android) 

2. Printer shows on app home screen, green check indicating local Wi-Fi Connection

3. Tap printer icon 

4. HP Smart app printer preferences/setttings screen appears

5. Scroll to bottom of screen, "Advanced Settings" option does not appear, no way to access printer EWS from the app. Advanced Settings option is supposed to be available.

Accessing EWS from browser on computer or iOS/Android smartphone via printer IP works fine.  Advanced Settings option in HP Smart Win 10 app is available and provides access to printer EWS. Only HP Smart iOS/Android apps do not provide Advanced Settings option to access printer EWS. 

Another printer I have (Infinity) does show Advanced Settings option on HP Smart printer preferences screen. 

[Danabw1]

Screen shots included below showing Advanced Settings option  missing from HP Smart iOS app (and it's also missing in the Android app) for this printer. I do see the Advanced Settings option w/the Infinity printer in both iOS & Android.  Also note that the entire "Preferences" section that appears w/the Infinity printer (aka Tango) is also missing w/the OJ Pro 9020 printer. 

OJ Pro 9020: No "Preferences" section, no "Advanced Settings."

Home screen

Printer Preferences screen

Printer Preferences screen

Tango/Infinity showing "Preferences" section, as well as "Advanced Settings" option. 

[TEJ1602]

@Danabw1, Welcome to HP Support Community!

The HP Smart App features differ from printer to printer. When you look at the two printers, HP Officejet Pro 9020 and HP Tango, one has the touchscreen and the other does not. You can view the IP of the HP 9020 Printer on the display whereas for HP Tango you cannot.

The preferences for HP 9020 can be adjusted using the display however for HP Tango it is not possible.

And hence the difference of options in 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!

[Danabw1]

I'm sorry, but the option is missing, not intentionally not there. 

A friend has the same printer and he confirmed today that the Advanced Settings option appears in the mobile Smart app for him. He has the same printer, and same firmware version as I do. Same app versions as well.

So something is not working properly for me...the only change I've made to the printer networking settings is I've changed the Bonjour Name in the iOS Smart app. That name is reflected in the printer's settings via its EWS, and it shows up w/that name on my the Android Smart app as well. I can't think of any other setting I've changed...

[Danabw1 · Accepted solution]

I've solved the problem, though I still don't know exactly why the issue arose in the first place. 

I reset network defaults on the printer this morning, added the printer back to my wireless network, and then forgot and re-added the printer in the Smart app (iOS and Android). (To forget a printer in the Smart app simply touch and hold the printer icon on the app home screen and select the Forget This Printer option that appears.) The full printer prefernces menu (including Advanced Settings) now appears in the iOS & Android apps as expected. 

So something got out of whack in the network connection and the reset resolved the problem. Happy ending! Thanks for trying to help. 

[Kumar0307]

@Danabw1

Glad to know that you found the solution and the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!