HP Smart Tank 790 problem

[vishy7dm]

I am getting "HP Software is setting up your printer" message all the time. 

I followed the solution propose to Align the Printer heads. However, post printer the alignment test page it is not able to progress further with scan.

Can you please help, its been like this since last 10 days, Not able to print anything.

thanks.

[Irfan_06]

Hi @vishy7dm,

Welcome to the HP Support Community.

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

I see that you are facing an issue with aligning your Printer.

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

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

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

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

4) Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Power on the printer

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

C) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

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 great day ahead!

Irwin6

HP Support

[vishy7dm]

Hi Irvin,

Thanks of your reply. I was travelling so could not check your proposed solution. Will try today and let you know.

Many thanks,

Vishy

[Sneha_01]

Hi @vishy7dm,

Thank you for your response, 

Please feel free to reply to us and we will be more than happy to help you.

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

Take care and have a great day ahead!

Rachel571 

HP Support

[vishy7dm]

Hi, I tried doing it. Did the power drain but futher on steps are not working. Somehow the HP Smart app on Windows is not able to recognize the printer.

I also tried to load the ESW via IP (192.168.2.102) it used to work but its not working now.

if possible can connect on anydesk to help diagnose.

Best,

Vishy

[vishy7dm]

Hi Irvin,

As suggested I drained the power from Printer. Initially couldnt find the IP for EWS, but then I reinstalled HP Smart App and was able to add printer the IP was visible as [Personal Information Removed]. While trying to finish the Printer setup I am getting this error something went wrong, pls save the code for HP support.

When I am trying to update the firmware (it shows old firmware dated 2023-06-14), it shows the error as in second pic. Another person is trying to update the printer (is it HP Smart app or Print service)?

Setup hasnt finished but I can see the printer added in the system (pic 3) using which I can print documents. However the printer Menu still shows the HP Software is updating your printer error.

Please guide me.

thanks.

[Sneha_01]

Hi @vishy7dm 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

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

Rachel571 

HP Support