HP Smart Screen Print Settings Options Disappear

[Emiley88]

I needed to print a label so opened the file, selected print and the main print page appeared.  I clicked the "More Settings" option at the bottom and the HP Smart Screen appears with all the options but then after 2 seconds all the options/words disappear leaving only blank fields!  I can scroll up and down in that window but there is nothing there but blank boxes.  I do have the app on my computer and my computer is up to date with updates.  Help!

[Irfan_06]

Hi @Emiley88,

Welcome to the HP Support Community.

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

I see that you are facing an issue with print settings on your printer software.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, uninstall the printer software by following the steps from this link and restart the devices.

D)  Install the printer software by clicking on the link again and let me know if that resolves the issue.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[Emiley88]

Hello,

I tried all the options and the issue is still occurring.  What now?

Thank you!

[Ben_bar]

Hello, I have exactly the same problem. Started happening at about the same timeframe.

Running Win 11 on PC. All up to date.

It was working before.

[David1072]

I have the exact same problem. Here is a video showing exactly what the problem is:

Link to OneDrive Video 

Things I have tried:

• Disabled Windows Firewall
• Checked MS Store - Shows as installed
• No updates pending or available
• Unchecked "Let the app change my printing preferences"
• Packet capture (Wireshark) shows no packets between PC and printer

In case the video doesn't work, here is a screenshot:

I hope we can get this fixed! If you want more info, logs, or anything, let me know.

Thanks

[user20000]

Same here, typical response from HP here on this thread, maybe someone can look at your screenshot and actually tell us how they intend to fix this?

[Ben_bar]

Hi @Irwin6,

Your typical answer is completly out of context as the problem is with the software only and not the printer...

Do you have any feedback?

Thanks.

[db0e4c]

I'm also having this issue.

[Jcof88]

I have the same issue, and seems like all these other people do also. Is there a fix to this ? 

[Lucien11]

Hello HP, I have the same problem as Emiley88. Please HP, see the message of David1072 for the problem overwiew. Thanks