Mobile Fax No Longer Loading/Working

[turkeydecoy]

I am having a problem with HP Mobile Fax on my Windows 11 Dell laptop.

Mobile Fax works correctly on my phone using the SAME HP account and email address. However, on my Dell laptop, HP Smart version 166.2.1118.0 shows the Mobile Fax tile, but when I click Mobile Fax, absolutely nothing happens. There is no error message and no loading screen.

I also have the newer HP app installed. It is up to date, but Mobile Fax does not appear in the newer HP app on my Windows computer.

I have already:

• Signed out of HP Smart and signed back in
• Confirmed I am using the same HP account as on my phone
• Confirmed Mobile Fax works on my phone
• Updated HP Smart
• Updated the newer HP app
• Repaired the newer HP app
• Closed the HP background process and successfully repaired the app
• Cleared the Microsoft Store cache using wsreset.exe
• Restarted the computer

The Mobile Fax tile in HP Smart still does nothing when clicked.

I need help determining why Mobile Fax will not open from HP Smart on Windows 11.

[Deep_World]

Hi  @turkeydecoy 
 
Welcome to the HP Support Community!

Thank you for reaching out 

I appreciate the detailed information you've already shared.

 I understand that Mobile Fax is working correctly on your phone using the same HP account, but on your Windows 11 laptop, the Mobile Fax tile in HP Smart does not respond when selected. I'll be glad to help you look into this further.

To better understand the situation, could you kindly confirm the below details?

• What is the exact model of your HP printer?
• Are you currently signed in to HP App with the same email address that is being used on your mobile device?
• Does the Mobile Fax tile appear normally, or does it look grayed out in HP Smart?
• When you click Mobile Fax, do you notice any brief loading indicator, new window, or background process opening in Task Manager?
• Have you tried uninstalling and reinstalling HP Smart completely from Windows and then signing back into your HP account?
  
  Since you mentioned that you also have the newer HP app installed, kindly try accessing Mobile Fax through the HP app instead of HP Smart and let us know if the Mobile Fax feature opens there. This will help determine whether the issue is specific to the HP Smart application.

In the meantime, kindly try the following steps:

1. Sign out of the HP app and sign back in using the same HP account.
2. Ensure the HP app is fully updated from the Microsoft Store.
3. Open Settings > Apps > HP app > Advanced Options and select Repair.
4. Restart your computer and test the Mobile Fax feature again.
5. If available, uninstall and reinstall the HP app, then sign back in and check whether Mobile Fax becomes available.
   
   For additional guidance, you can refer to these HP support documents - Click here

I hope this helps.