HP App Can't Find my Printer even though my PC does

[Mllevin]

I had the all in one 6950 and a Windows 10 workstation with the HP App installed and working to perfection.  I recently purchased a new W10 device.  Both the printer an computer are connected to the same wireless network. The printer itself finds, and connects, to the printer allowing me to print. However, I downloaded the HP Smart App so I can use the scanner and that's where the problem is. The app doesn't find my printer. I've tried reloading the software for the printer, rebooting both printer and computer, but no joy.

I don't really need the Smart App if there's another way to scan, but the app worked to perfection on my older workstation.

Any help?

[TEJ1602]

@Mllevin, Welcome to HP Support Community!

I see that you've issues using the HP Smart App. Let us first uninstall the app-

Uninstall the app from your Windows 10 device through the All Apps list.

1. In Windows, search for and open Apps & features.

   

2. Click HP Smart in the list of apps, and then click Uninstall.

   

I recommend you delete the driver and root level and retry, follow the steps below: 

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up the run command with the “Windows key + R” key combo. 

7) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe”

😎 Click on the “Drivers” tab 

9) Look for the HP Printer driver. If you see it Click on it and click Remove at the bottom 

10) Select Ok 

11) Select Apply and Ok on the Print Server Properties windows 

12) Close Devices and Printers.

Use this link to download and install the new driver. Configure the printer and try printing/scanning.

Also, refer to the document HP Printers - How to Scan (Windows) to learn about alternate scanning methods.

Hope this helps! Keep me posted. 

Please click “Accept as 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

[Anita1234]

I did everything you stated but HP can't find my printer on wireless but can on direct connection. Windows can find the printer. What else can I do?

[TEJ1602]

@Anita1234

Thanks for replying!

Follow the steps below-

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Try printing/scanning.

 Keep me posted. 

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!

[TEJ1602]

@Anita1234

This is in response to your private message. 

• May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.
• Is there any antivirus/security software installed on the computer?
• Is your router dual-band enabled?

Keep me posted for further assistance.

[Anita1234]

Exact model # HP Officejet Pro 8600 Plus. I have the standard Microsoft antivirus and not Norton. I have no idea what is router dual band disabled. All I can tell you that it has always been working and then all of a sudden it stopped. I don't recall making any of these changes. My windows can find the printer but HP software can't. 

Another strange thing is when I removed all the software and reinstalled them, I show two printers on my windows setting: HP Officejet Pro 8600 which is Offline status and HP4F9C8C (HP Officejet Pro 8600) which is online status. 

[TEJ1602]

@Anita1234

Uninstall the printers completely on the computer. Restart the devices.

Further, I would suggest you try the Windows built-in drivers. Follow the steps below:

•    Go to Control Panel - Devices and printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help

Keep me posted. 

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!