problems printing from phone

[Meika620]

After the new app update from hp smart to HP app I'm not able to print from my phone or scan. It finds the printer but doesn't connect to print. Printer is connected to wifi. I have the officejet 5740 e-all-in-one printer. product number b9s76a serial #Edited

[Hawks_Eye]

Hi @Meika620 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for sharing this—I'm really sorry you're facing such a frustrating disconnect after the app update. It’s especially disruptive when everything appears connected but nothing actually prints or scans. 

Let’s walk through a few steps to help restore smooth mobile printing with your OfficeJet 5740:

 

1. Reset the Printer’s Network Connection This helps re-establish a clean handshake with the app.

• On the printer’s touchscreen, go to Settings > Network Setup > Restore Network Settings.
• Reconnect the printer to your Wi-Fi network.
• Confirm the connection by printing a Network Configuration Page.

2. Remove and Reinstall the HP App The transition from HP Smart to HP App may have left behind corrupted data.

• Uninstall the HP App from your phone.
• Restart your phone.
• Reinstall the latest version from the App Store (iOS) or Google Play Store (Android).

3. Re-add the Printer in the HP App

• Open the app and tap Add Printer.
• Select your OfficeJet 5740 from the list.
• If it doesn’t connect, tap Set Up a New Printer and follow the prompts.

4. Enable Wi-Fi Direct (Optional Workaround) This bypasses network issues by connecting directly.

• On the printer, go to Settings > Wi-Fi Direct > Turn On.
• On your phone, connect to the printer’s Wi-Fi Direct network (e.g., HP-Print-xx-5740).
• Open the HP App and print or scan as usual.

5. Update Printer Firmware Outdated firmware can block app communication.

• Visit the HP OfficeJet 5740 driver page.
• Download and install the latest firmware using a Windows or Mac device.

6. Confirm Permissions on Your Phone The app needs access to local network and Bluetooth.

• Go to your phone’s Settings > HP App > Permissions.
• Ensure Local Network, Bluetooth, and Storage are enabled.

Please try these steps and let me know how the printer responds. I truly hope this brings back seamless mobile printing and scanning. If it still acts up, I’ll be here to help you fine-tune further.

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! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye