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‎11-11-2025 09:41 AM

HP Recommended

I have two HP printers.  One is an HPColor laser Jet Pro MFP 3301, the other is a Laser Jet Pro 8710sdw.  The second printer is an HP OfficeJet Pro 8710 All-in-One.

 

Whenever I start up the HP app (version 20.1.03461) on my Mac, the second printer (8710) shows for a moment and then disappears.  If I want to use that printer I need to hit the + button, then add a printer.  After that both printers show until close the app.  When reopening the app the 8710 printer again appears for a moment and disappears so I must go through the same process of adding the printer.

 

Both printers are registered on the same account with HP and both printers are on when I open the HP app.

 

Once they are both on my first printer (3301) is named My Printer and the second (8710) is named, My Printer 2 

 

Any suggestions for keeping My Printer 2 on the app so that I don't have to go through that process every time I log in?

 

 

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3 REPLIES 3

‎11-14-2025 02:46 PM

HP Recommended

Hi @ccoe119,

Welcome to the HP Support Community.
 

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

This is a known behavior with the HP Smart app when multiple printers are linked to the same account, especially on macOS. Here’s what HP recommends to keep your OfficeJet Pro 8710 from disappearing:

Why It Happens

  • HP Smart sometimes prioritizes the most recently active printer and hides others after a refresh.
  • Cached printer data may not persist between sessions if the app cannot sync properly with your HP account.


Fix Steps

1. Update HP Smart App

  • Go to App Store > Updates and ensure HP Smart is at the latest version.
  • HP frequently releases fixes for multi-printer handling.


2. Sign Out and Back In

  • In HP Smart, click Account > Sign Out.
  • Close the app, reopen, and sign back in.
  • This forces a full sync of registered printers.


3. Remove and Re-add Both Printers

  • In HP Smart, remove both printers.
  • Add them again using Add Printer (+).
  • Make sure both are connected to the same HP account and network.


4. Enable “Keep Me Signed In”

  • When signing in, check Keep Me Signed In so the app retains your printer list.


5. Check HP Account Sync

  • Log in to HP Smart Web and confirm that both printers show under My Printers.
  • If one is missing, re-register it.


6. Reset HP Smart Preferences

  • On Mac: 
    • Quit HP Smart.
    • Go to ~/Library/Application Support/HP Smart and delete cache files.
    • Restart the app and re-add printers.

 

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

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‎11-20-2025 10:40 AM

HP Recommended

Placing your notes here with my comments

 

Fix Steps

1. Update HP Smart App

  • Go to App Store > Updates and ensure HP Smart is at the latest version.
  • HP frequently releases fixes for multi-printer handling.

 

UPDATED HP App to 20.1.2.3572 -- NO CHANGE.  SECOND PRINTER APPEARED AND THEN QUICKLY DISAPEARED

 

2. Sign Out and Back In

  • In HP Smart, click Account > Sign Out.
  • Close the app, reopen, and sign back in.
  • This forces a full sync of registered printers.

 

SIGNED OUT OF HP AND AND THEN SIGNED BACK IN.  --  NO CHANGE.  NOTE THAT I AM USING AN APP THAT IS JUST CALLED HP AND NOT HP SMART.  SHOULD I BE USING A DIFFERENT APP?  I USED TO HAVE AN HP APP BUT MANAGED TO LOOSE IT WHEN I INSTALLED THE 3301 PRINTER.


3. Remove and Re-add Both Printers

  • In HP Smart, remove both printers.
  • Add them again using Add Printer (+).
  • Make sure both are connected to the same HP account and network.

REMOVED BOTH PRINTERS AND THEN ATTEMPTED TO ADD THEM TO THE APP.  3301 WENT ON WITH NO PROBLEM.  8710 WAS A PROBLEM.  THE APP FOUND THE PRINTER BUT WHEN I HIT ADD PRINTER IT WENT BACK TO THE MAIN SCREEN AND 8710 WAS NOT THERE.  I TRIED THIS A FEW TIMES AND THEN ADDED IT BY SEARCHING BY SERIAL NUMBER.  THAT WORKED BUT THEN NEXT TIME I OPENED THE APP I HAD THE SAME RESULTS.  THE PRINTER APPEARED FOR A SECOND AND THEN DISAPEARED.
4. Enable “Keep Me Signed In”

  • When signing in, check Keep Me Signed In so the app retains your printer list.

WHEN I SIGN INTO THE APP IT SENDS ME TO REMEMBERS MY LOGIN NAME BUT THEN SENDS ME TO A BROWSER TO ENTER MY PASSWORD.  THERE IS NO OPTION TO KEEP ME SIGNED IN.  AS I MENTIONED IN STEP 1 I AM WONDERING IF I AM USING THE CORRECT APP.


5. Check HP Account Sync

  • Log in to HP Smart Web and confirm that both printers show under My Printers.
  • If one is missing, re-register it.

I COULDN'T FIND ANYTHING CALLED HP SMART WEB BUT I DID GO TO https://support.hp.com/us-en/dashboard AND SAW BOTH OF MY PRINTERS THERE.  IS THERE SOMEWHERE ELSE I SHOULD BE LOOKING?


6. Reset HP Smart Preferences

  • On Mac: 
    • Quit HP Smart.
    • Go to ~/Library/Application Support/HP Smart and delete cache files.
    • Restart the app and re-add printers.

I WENT TO THE HP SMART FOLDER ON MY MAC.  I WASN'T SURE WHICH WERE THE CHACHE FILES - NORMALLY I SEE A .CACHE EXTENSION.  I MOVED THE .XML FILES TO ANOTHER FOLDER BUT AGAIN NO CHANGE.  I COULD USE SOME ADDITIONAL INSTRUCTIONS HERE AS TO WHAT TO DELETE.

 

I'm finding this all very frustrating but will continue on as I do a lot of scanning from both printers and I need to get this resolved.

 

Thanks for all you help!

 

Charlie

 

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‎11-28-2025 04:29 PM

HP Recommended

Hi @ccoe119,

Thank you for getting back and letting us know that you still have trouble after trying the steps shared.

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! 

 

VikramTheGreat

HP Support

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