Smart Tank Printer 5107 AirPrint does not work

[a1ecbr0wn]

I have a new HP Smart Tank 5107 printer.  I have set it up via the HP Smart App on my iPhone 16 with the latest iOS and the latest version of the App.  When I try to print something I see a printer called 'ipss://printer.roam.print.com:6...", if i select it it says 'Gathering printer information' for about 20 seconds and then unselects the printer.

My desktop computer is the latest LTS version of Ubuntu with the HPLIP printer drivers installed, no luck there either.

The only way I can print something out is to save it to my files and then select it through the HP Smart app, even then it sends it to some pickup queue despite the fact I have that switch off.

What on earth is going on?  Why does this printer just not work?  How can HP mess this up so much?   I knew I should have spent a bit more and bought an Epson.

[Garp_senchau]

@a1ecbr0wn, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Check Network Connection

Make sure your printer and iPhone are connected to the same Wi-Fi network.

Restart Everything

Restart your printer, iPhone, and router to refresh the connection.

Remove and Re-add Printer in HP Smart App

In the HP Smart app, remove the printer and then add it back to set it up again.

Run HP Print and Scan Doctor (Windows only):

• Download and run the HP Print and Scan Doctor tool. Follow the prompts to diagnose and fix common printing issues.

Update Printer Firmware (Update the firmware on an HP printer | HP® Support)

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,

[a1ecbr0wn]

Please stop these pointless replies, check your network, check you have the right paper, check for errors.  

AirPrint is utterly broken, nobody in my home can print via AirPrint.  I can print from inside the app if you upload a PDF but that is a terrible solution.

Stop giving us pointless canned answers and admit that you are selling printers with features that DO NOT WORK however many times you try to set it up in the app (about 10 for me), and yes, I am using plain old A4 paper, it is connected to my network, MacOs computers can print to it, just not iOS or Linux.

[Garp_senchau]

Hey @a1ecbr0wn, 

Thanks for reaching out! Since the issue remains unresolved, I suggest contacting our phone/chat support team for personalized assistance. They can provide one-on-one help and may even be able to work their remote assistance magic to fix the problem.

Note: There might be a nominal charge for the service they provide.

Regards,

[a1ecbr0wn]

... pay you more?  How about you fix your firmware?   My last printer from HP did actually work on exactly the same wifi network with AirPrint for 5 years until the paper feeded just gave up, so I am pretty sure your engineers would have the old code somewhere. 

So now the situation after the last time I tried to set up AirPrint is that any pdf I have tried works when printed through the app but over AirPrint causes the printer to think about it, feed through one piece of paper, tell my phone there is an error, and then flashes the power buton until it is switched of...    I don't think it is my setup given that it is the literally same pdf file that works through the app on the same iPhone.  Oh and about 75% of the times I switch it on it cannot find the network despite being about 2ft from my 2024 MIMO Wifi6 router.   On the positive side it scans OK!

I got an AirPrint printer because my wife wants to print from her phone, there is no way she will install your app to print to the printer.

In summary, the printer crashes if I try to print to it over AirPrint, but via App it is fine.   I don't think that is my network, or paper, or anything else, it is just buggy firmware.

I bought it on Amazon, I thought I had 3 months to return it, turns out it was 1 so I am stuck with this expensive pile of junk.

I have had some poor printers from HP in the past but this one is by far the worst as it has never worked properly since I bought it.

[zoey7886]

@a1ecbr0wn, Welcome to the HP Support Community! 

We're here to help you tackle that Smart Tank 5107! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards, 

[a1ecbr0wn]

So Zoey's request to move to a PM seems to be just about shutting me up.  The only info I got in the PM was to talk to the customer services, who when i spoke to them struggled to grasp the issue.   So far they have just asked me to remove the printer from the app and try adding it again, which changes the problem from AirPrint crashing the printer to no AirPrint available, and then remove the printer setup from my computer, which has no bearing on how it is advertising itself via Bonjour surely?  So I did it anyway and now I have gone from it working on one device and sometimes on another, to now working on zero devices.   Awesome.  Not impressed with your customer services yet, sorry.