Fix Printing in HP Smart Doesn't complete Diagnostics

[JV49]

When I run Fix printing in HP Smart, I get a message saying none of the diagnostics could be completed even though HP Smart shows it's connected to my printer, and it successfully does a test print, and I can print and scan using HP Smart.

[Rainbow23]

Hi @JV49,

Welcome to HP Support Community. 

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

I understand that you are facing scanning and printing issues using HP Smart app.

Please follow the steps listed below to uninstall and reinstall HP smart App for windows:

Step 1: Uninstall HP Smart App.

1. Navigate to and open Settings

2. Select Apps or Application Manager from the device Settings

3. Select HP Smart

4. Select Uninstall

Step 2: Reinstall HP Smart App.

1. Download the HP Smart app from 123.hp.com (Android, Apple iOS, iPad OS), 

or HP Smart - Microsoft Store (Windows), 

or HP Smart - Mac App Store (Mac).

2. Open the HP Smart app.

3. The app searches for recently installed printers.

- If your printer displays, click it. If you are setting up a new printer, it might display with Set-Up under the name.

- If your printer does not display, click the Plus sign, and then follow the on-screen prompts to add your printer or set up a new printer.

You may also refer to this HP document: https://support.hp.com/in-en/document/ish_1716406-1413451-16 

Let me know if this helps 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!

[JV49]

The reply doesn't quite answer my question.  HP Smart does connect to my printer.  I can print and scan using HP Smart with no problem.  However, when I try to run the diagnose and fix function, I get a message stating that the diagnosis was complete; however, HP Smart could not complete any of the seven tests.  Yet, when I hit test print, HP Smart successfully prints a test page.  I have had numerous problems with my printer which is an HP ENVY Photo 7855.  The last time I contacted HP Tech Support, they reinstalled the printer software, but used Microsoft IPP Class Driver instead of the HP ENVY Photo 7855 driver because the HP ENVY Photo 7855 driver wouldn't work with HP Print & Scan Doctor.  Could the reason be that HP Smart can't run a diagnosis on the Microsoft IPP Class Driver?

[Rainbow23]

Hi @JV49,

This issue might require one on one interaction to fix it.

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link

Take care and have a great day ahead!