Unable to retrieve documents saved to HP smart Files (available in the old app) in the new app

[navs2]

Tried all the options posted in the link --> New HP App installed on iPhone & all HP Smart Files have dis... - HP Support Community - 9467825 but no success. Is there any other way out? 

[Raj_05]

Hi @navs2,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I understand you're facing difficulties accessing documents saved in the HP Smart Files from the previous app version after updating to the new HP app on your iPhone. 
 

Check the Files App on Your iPhone

The HP Smart app typically saves scanned documents to the Files app on your iPhone. Navigate to the Files app and look under locations like iCloud Drive, On My iPhone, or any specific folder you might have set up. Documents might be stored in folders named after the app or the date of scanning.
 

Verify App Storage Usage

Sometimes, the app retains data even after reinstallation. Go to Settings → General → iPhone Storage → HP Smart. If the app shows significant storage usage, it might indicate that your documents are still stored within the app's data. In such cases, reinstalling the app might help retrieve the files.

Reinstall the HP App

Uninstall the current HP app and reinstall it from the App Store. Upon reopening the app, check if your saved documents appear. Ensure that you grant the app necessary permissions to access your files and photos during the setup process.

Explore Cloud Storage Options

If you had previously linked cloud services like OneDrive or Google Drive to the HP Smart app, your documents might have been saved there. Check the respective cloud storage apps or their web interfaces to see if your files are available.

I hope this helps.

Take care and have a good day.

Please click “Accepted 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! 

[navs2]

Hi, I have checked all the areas you have suggested but no luck. The only option remaining is re install the old HP app but I am unable to find the older version of the app on the App Store. Is there a way to directly access the older app and install it. If it is available I will look to uninstall the new version of the app first before installing the old one again. Kindly let me know next steps 

[navs2]

Just for your information, I am on IPhone IOS version 18.7.1 where I had my HP smart app before which is now replaced by HP app 

[VikramTheGreat]

Hi @navs2,

Thank you for reaching out. We understand your concern. Please note that the HP Smart App has now been officially replaced with the new HP App on all platforms, including iOS. The older HP Smart App is no longer available for download or reinstall from the App Store, as all its features and functionalities have been transitioned into the new HP App experience.

Here are a few steps you can try to ensure everything is set up correctly on your iPhone (iOS 18.7.1):

1. Uninstall the HP App from your device.
2. Restart your iPhone.
3. Reinstall the HP App from the HP App – For HP Printers, Laptops, and Tech Accessories | HP® Official Site.
4. When opening the app, sign in using your HP account credentials that were previously used in HP Smart.
5. Ensure your printer is on the same Wi-Fi network as your phone and add it again if needed.
6. If the Scan option still doesn’t appear, go to the App Permissions in iPhone Settings → HP → enable access for Local Network and Camera.

 
I hope this helps.
 

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[navs2]

Hi, I have tried the last option to uninstall and re-install but no luck. Unfortunately unable to retrieve photos that existed before.

[VikramTheGreat]

Hi @navs2,

Thank you for getting back and letting me know that you still have trouble with the device.

To get you further 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! 

VikramTheGreat

HP Support

[navs2]

Hi, could you please let me know how to initiate private chat, i tried to follow the steps outlined in the last conversation but unable to find it.

[navs2]

Hi, I  don't see blue envelope in profile section. Could you please let me know if there is any other way to access link to private chat 

[VikramTheGreat]

Hi @navs2,

Thank you for getting back to me. I’m sorry to hear that you had trouble viewing or accessing the private message. I understand how inconvenient that can be.
 

The private messaging feature is enabled, so you should be able to send the details there. Once I receive them, I’ll check everything carefully and do my best to get you all the help I can.

Keep me posted

Regards
VikramTheGreat