HP Smart App Doesn't Recognize my HP DeskJet is Online

[CRHUT4]

I have a Windows 11 Surface Pro with a Snapdragon processor, 64-bit operating system, ARM-based processor. None of the SUPD work for me and the HP smart app doesn't recognize/can't find my HP DeskJet 2800e printer even though it is online. I've deleted and reinstalled all drivers, turned off and turned back on my Surface Pro 11 and my printer. Nothing seems to work. Has anyone else had this problem?  Oddly, my printer used to work with my Surface Pro but now doesn't. I'm assuming a Windows update messed it up. And yes, I've checked the firewall settings and neither the HP printer or app are blocked.

[Garp_senchau]

@CRHUT4, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It seems you are experiencing connectivity issues between your HP DeskJet 2855e printer and your ARM-based Windows 11 Surface Pro. Here are a few steps you can try to resolve this problem:

Verify Printer Connection:

• Ensure that your printer is connected to the same Wi-Fi network as your Surface Pro.
• Restart your Wi-Fi router to ensure a fresh connection.

Check Printer Status:

• Make sure the printer is turned on and not in an error state. The printer should show no blinking error lights or error messages on its display.

Use Windows Troubleshooter:

• Run the Windows Printer Troubleshooter by navigating to Settings > System > Troubleshoot > Other troubleshooters and then selecting the printer troubleshooter.

HP App Reinstallation:

• Ensure you have the latest version of the HP app installed on your Surface Pro. Reinstall the app if necessary, as this might help it recognize the printer correctly.

Printer Firmware Update:

• Check if there are any firmware updates available for your printer. Sometimes updating the firmware can resolve connectivity issues.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[CRHUT4]

I've followed the steps you suggested and the HP Smart App still sees my printer as being offline even though it's not.  I've tried to connect both my HP laptop and my Windows Surface to the printer and I can't connect either even though they both connected previously and worked.  I don't know if this is a MSFT issue or HP issue but at this point, I'm just going to get a new printer.

[Garp_senchau]

Hey @CRHUT4,

Thank you for reaching out, and I’m sorry to hear you’re still having trouble with the HP Smart App and connecting your devices to the printer.

It sounds frustrating, especially since everything worked previously. I’d like to help you resolve this before you consider replacing the printer. Could you please try the following steps:

First, unplug the printer completely, turn off your laptop and router, wait one minute, then power everything back on. 

Next, let’s remove any old settings that could be causing problems. On your laptop, go to Control Panel > Devices and Printers, right-click your printer, and select Remove device. Then, go to Device Manager, under Print queues, and uninstall any drivers related to your printer. Now, reinstall it using HP App, this is the easiest way to ensure your printer is properly set up.

If the printer still doesn’t show up or keeps going offline, check your Wi-Fi network and make sure it’s connected to the same network as your laptop and phone. If possible, assign the printer a static IP address in your router settings so it doesn’t keep "disappearing."

If all else fails, try a factory reset on the printer and start fresh. 

Restore factory defaults on your HP printer | HP® Support

Also, refer to these helpful guides (these are for your reference):

Restore Wi-Fi setup mode on your HP printer | HP® Support

HP printer is offline or unavailable | HP® Support

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Problem solved? 🎉 Awesome! Mark this as the Accepted Solution to help the next person find their way faster. 🧭 And if it was helpful, click 'yes'—you’ll make someone’s search journey that much easier (and give this reply some well-deserved street cred 🏅)

Regards,