HP SMART WON'T OPEN ON MAC - ENVY 5000

[elsara]

Hello,

The first time I tried to open the smart app it worked and I managed to choose my type of subscription for the smart ink, I entered my credit card info..., but I was unable to enter the printer code as the printer was still trying to connect to the web server. Now that the printer is connected to the webserver and that I printed the code,I have closed the smart app and tried to open it again but it failed to load.  As in this thread I have to force quit the app, because it was not responding. I uninstalled and installed the app multiple times without any success.

I have tried the solutions from this thread  as well without success except for adding a new account... this solution is soo inconvenient, switching accounts only to print and scan is really not ideal especially for a  printer at 90 euros!

NB: The printer is added to the list of printers in my mac as well, and The printer is connected to the wifi. (same wifi as my laptop). also the smart app can't work on my phone ( samsung edge 6) as the android app is not compatible with this version... so I am really blocked and I need to be able to print and scan from my laptop...

Also I have noticed that when the printer is off the smart app is able to at least load and show the a screen with the picture of printer and the text offline(still when I click on any button (i.e. printer settings) it stops responding again), but when the printer is not offline the smart hp application fails to load...

I also don't get it since it has worked the very first time...

Here are the technical specificities:

OS Version: Mac OS X 10.13.6 (Build 17G13035)
Architecture: x86_64h

Identifier: com.hp.SmartMac
Version: 5.0 (535)

Printer HP envy 5000 airprint

Thank you in advance for your valuable help.

[TEJ1602]

@elsara, Welcome to HP Support Community!

I see that you are unable to use the HP Smart App on your computer and I appreciate your efforts in trying to resolve the issue. While I check for additional troubleshooting steps, use the AirPrint option to print from. Here is how you do it-

Confirm you are using AirPrint by adding the printer in System Preferences.

1. Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

   Figure : Example of the Printers & Scanners window

   

2. Check if your printer name displays in the Printers list, and then do one of the following steps.

   • If your printer is listed, remove and re-add the printer to confirm it is set up for AirPrint. Click the printer name, click the minus sign  to delete the printer, click the plus sign , click Add Printer or Scanner, click the printer name and then continue to the next step.

   • If your printer is not listed, click the plus sign, click Add Printer or Scanner, click the name of your printer, and then continue to the next step.

   • If your printer is not listed in the Add Printer or Scanner window, go to the Frequently asked questions in this document to resolve connection issues, try to add the printer again, and then continue to the next step.

3. Confirm AirPrint or Secure AirPrint displays in the Use or Print Using menu, and then click Add.

   Figure : AirPrint displays in the Use menu

   

4. Open a document or photo, click File, and then click Print.

Refer to the document HP Printers - Printing with Apple AirPrint (Mac) for help.

Keep me posted. 

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