HP Easy Smart Mac Fails to Install HP Drivers

[KenD37]

HP Easy Start (latest version) will install any new printer just fine using the generic drivers (Airprint) on MacOS 12.4. However, if I choose "Switch to the HP Driver", Easy Start will appear to complete the "Gathering device information" step but then not proceed further. Disabling the Mac firewall doesn't help. Nor does reinstalling the Easy Start app.

This used to work just fine but stopped working at some point on MacOS 12 (but I couldn't tell you exactly when). Same problem happens on multiple Macs, both Intel and M1.

[KenD37]

FYI, Easy Start  v. 2.12.0 (211012) has the same problem. I don't have any older version to test.

[Echo_Lake]

@KenD37

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, to provide an accurate resolution, I need a few more details:

• Could you please share the picture of the error message?
• What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824

Keep me posted for further assistance.

[KenD37]

Thanks for your assistance. There is no error message; Easy Start just stops (it's not frozen) here:

I click on the Switch to HP Driver button, then it says "Verifying device information....". That step appears to complete but it won't proceed further:

I can go back, exit, etc., but it won't progress to actually install the HP driver. I've tried all sorts of permutations but it consistently fails in exactly the same way.

In this case, I'm trying to install the drivers for a new LJ 751dn, but the above happens with any HP laser printer.

[Echo_Lake]

@KenD37

Thank you for posting back. 

As we have tried all the troubleshooting steps from our end, think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.
 

I'm sending out a private message to assist you with the next course of action. Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage
 

Hope this helps! Keep me posted for further assistance.
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!

[Radu-AUS]

I have the same problem. 

Has there been a solution for this?

[sandytechy20]

@KenD37

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[Radu-AUS]

Problem remains.

No further contact from HP.