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‎08-05-2020 06:00 PM

HP Recommended
Product: iMac
Operating System: macOS 10.15 Catalina

Trying to copy documents to email, file, and computers, but the printer tells me to use the HP Smart application on my iMac running macOS Catalina version 10.15.6.  For that I need the password associated with "HP Smart-HPConnected-LastUserName", which I can't find anywhere.  How do I find it, or reset it?

2 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎08-09-2020 07:04 AM

HP Recommended

After starting HP Smart, the application asks for a password that seems to be related to an email address that I no longer have access to.  None of my "remembered" passwords worked, so I was unable to proceed beyond that screen.  I was trying to scan some paper documents to computer files (e.g., pdf files), and was not allowed to do it from the HP Printer Control panel.  Printing from my iMac worked, although it would not allow me to control paper selections when printing from Pages 

 

Previously, after moving and changing my internal network, I had trouble connecting wirelessly to my printer.  After failing to find a solution on the HP site, I contacted Annansys for assistance (paid support).  They were able to get the wireless connection to work for printing, but I had not attempted remote (wireless) scanning.

 

HP Smart still didn't work, but they had me download an "HP Officejet Pro 8720" print application to my Dock.  That application contains a "Scanner" selection that provides me with single and duplex document scanning and creating both single and combined pdf file outputs.  I am able to scan multiple single sided pages and create a multipage pdf file, all in one step.

View solution in original post

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5 REPLIES 5

‎08-08-2020 04:29 PM

HP Recommended

@RaysPrinter01, Welcome to HP Support Community!

 

To be able to assist you better, I would like to know the following:

  • Could you share the screenshot of the pop-up window that asks for the password?
  • Are you able to print to the printer?
  • What happens when you make photocopies on the printer?

Keep me posted.

TEJ1602
I am an HP Employee

Was this reply helpful? Yes No

‎08-09-2020 07:04 AM

HP Recommended

After starting HP Smart, the application asks for a password that seems to be related to an email address that I no longer have access to.  None of my "remembered" passwords worked, so I was unable to proceed beyond that screen.  I was trying to scan some paper documents to computer files (e.g., pdf files), and was not allowed to do it from the HP Printer Control panel.  Printing from my iMac worked, although it would not allow me to control paper selections when printing from Pages 

 

Previously, after moving and changing my internal network, I had trouble connecting wirelessly to my printer.  After failing to find a solution on the HP site, I contacted Annansys for assistance (paid support).  They were able to get the wireless connection to work for printing, but I had not attempted remote (wireless) scanning.

 

HP Smart still didn't work, but they had me download an "HP Officejet Pro 8720" print application to my Dock.  That application contains a "Scanner" selection that provides me with single and duplex document scanning and creating both single and combined pdf file outputs.  I am able to scan multiple single sided pages and create a multipage pdf file, all in one step.

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‎08-09-2020 10:49 AM

HP Recommended

That's great.

 

Have you tried uninstalling the HP Smart and installing it back again?

 

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‎08-10-2020 02:52 PM

HP Recommended

Yes, multiple times, even with Annansys professional help -- to no avail.

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‎08-11-2020 11:20 AM

HP Recommended

To update Mac, try these steps - How to update the software on your Mac

 

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

 

 then try and install HP smart.

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