Can't connect to printer through HP Smart

[Gidoe]

Hello. I have an HP ENVY Photo 7855 printer which I am having trouble connecting to with HP Smart on my computer. The printer connects perfectly well on the HP Smart app on my phone, but not on my computer.

When selecting the "add printer" option in the app, it "finds" the printer, but says it is offline when it is not (and, like I mentioned earlier, my phone finds it and connects to it). Under the listing for the printer, it lists the IP address, but it lists the wrong one, like it's stuck on an IP it had sometime before. The IP shown has all the numbers right except the last one (###.###.#.4 when it should be ###.###.#.9)

I know it's the right printer that it's showing, because there's no other printer in the area and I haven't connected to any other 7800 series printers. And, maybe more importantly, it has the same (and correct) Hostname.

I've restarted the printer, reinstalled the app, restarted my computer, redone the wifi setup on the printer, and I'm connected to the same network it is connected to. Any help would be appreciated.

If it matters, I need to connect on the computer because the mobile app restricts the quality of scans to 300 dpi.

[A_Gayathri]

Hi @Gidoe ,

Welcome to HP Support Community.  

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

It seems like there might be a communication issue between your computer and the printer. Here are steps you can try to resolve the problem:

Check Network Connection:

• Ensure that your computer is connected to the same Wi-Fi network as your printer.
• Verify that the printer is connected to the network and has a stable connection.

Update HP Smart App:

• Make sure you are using the latest version of the HP Smart app on your computer. Check for updates in the Microsoft Store.

Restart Devices:

• Turn off both your computer and the printer. Wait for a few minutes, and then turn them back on. This can sometimes resolve connectivity issues.

Printer IP Address:

• Manually set the IP address on your printer. Access the printer's web interface using its IP address (you can find this in the printer settings) from a web browser. Look for network settings and set a static IP address for the printer.

Remove and Re-add Printer:

• In the HP Smart app on your computer, remove the existing printer and then try adding it again. This will force the app to search for the printer and get the correct IP address.

Firewall/Antivirus Settings:

• Check your computer's firewall and antivirus settings. They might be blocking the communication between the computer and the printer. Temporarily disable them to see if it makes a difference.

Printer Driver:

• Make sure you have the latest printer drivers installed on your computer. Visit the HP website to download and install the latest drivers for your printer model.

Check for Duplicate Devices:

• Ensure there are no duplicate devices listed in your network. Sometimes, a device with a conflicting IP address can cause issues.

Reset Printer Settings:

• On the printer, you can try resetting network settings to default and then set up the Wi-Fi connection again.

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!