Can not login to HP Smart app on computer,

[EmmaLogan1]

I have been using my HP Smart up on my HP computer for the last three years.

When I now go to the Smart up to print or scan, it says i need to sign in. However when I try to sign in a pop up page appears and that says "Connecting to service" but nothing happens and I can not get any further as that pop up just hangs there.

How do I sign in?

I have updated the Smart App and that didn't help.

My HP network Configuration Page Is all fine and shows that the printer is connected to the internet.

I am able to print directly from my computer when i dont use the app.

Appreciate any help in solving this problem.

[Irfan_06]

Hi @EmmaLogan1,

Welcome to the HP Support Community.

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

I understand you're experiencing an issue with accessing the HP smart app for your printer.

To understand the issue and help you, please share the details listed below:

- Exact model number/product number(SKU number) of your HP Product (Click herefor information on how to find the model number/product number).

- When was the last time you were able to access the HP smart application?

- Were there any changes made to your PC recently?

Note: Do not share any of your personal information such as serial, phone number, email ID, etc.

Take care and have a great day ahead!

Irwin6

HP Support

[EmmaLogan]

Hi,

I last scanned using the Smart app was in June, and it work fine. Now I am unable to Log in the the App. P/N 7FS79B and [Personal Information Removed].  Printer info page shows connected to the wireless network, IP address correct, signal excellent, and states "This printer is not connected to the internet" I have no idea what to do please help.  I have made no changes to my computer since June.

[Irfan_06]

Hi @EmmaLogan1,

Thank you for sharing the above information.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, uninstall the printer software by following the steps from this link and restart the devices.

D) Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support