HP Smart (WindowsPhone 10 app) fails to print to DeskJet 3630

[Scrybler]

I'd really appreciate some help, but please read this fully before responding. I have already conducted numerous troubleshooting steps, some documented below.

Problem: I am unable to print to a new Deskjet 3630 over a wireless connection from the HP Smart app installed to both an MS Lumia 930 and 950. I am attempting to print only pdf or jpg. Both phones are Windows Phones 10 with current firmware. I have set up the print device and phones on a single network, and as an alternative, via direct wireless communication.

Functioning: The Smart app finds the printer and successfully populates the printer info page. I can scan, quickly, easily and successfully. And can save the scanned file to the phone or OneDrive (but, I cannot then re-print the scanned document from the phone). Using the HP Smart app, I can successfully print the printer's inbuilt documentation and the various status (eg WiFi) printer status reports. Additionally I can print, easily, quickly and efficiently from a Windows 10 laptop, Windows 8.1, Surface and Surface RT tablets.

Interim conclusion: I think the Deskjet 3630 device is funtioning perfectly, and that the problem lies with the app.

App print function behaviour: All HP Smart app functions seem to work flawlessly except print. I can open the app, select print, choose either "document" (pdf) or "photo" and can successfully navigate to a target file. However, when I select the file, the response is almost instantaneous and I get a "communication error" message. The behaviour is identical irrespective of file type (pdf or jpg) or target file location. The blue PRINT button remains faded and no printing may be activated. There is no apparent response from the printer.

I'm guessing from the behaviour, that the document rendering state has not started. And that no communication with the printer is initiated. This behaviour is exactly the same for pdf files I have created on the phone using the HP Smart app to operate the Deskjet 3630 scanner.

Likelihoods: There could be a setting in the app that I haven't found, or in the WindowsPhone 10 settings environment.  There could be a flaw in the app, or it could be something to do with the print API in WP10.  I just don't know.

Similar reports: I've trawled the internet for a solution. Found a few frustrated people reporting similar problems, but no apparent answers even here in this forum.

Current likely solution: I need to be able to print wirelessly from a phone in this particular location. There are no other suitable devices available. Right now I'm on the verge of taking the printer back to the store and swapping for a different brand.

What do people think? Is there a solution? I'm all ears...

[MKazi]

@Scrybler

Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to assist.

I understand that you have an HP DeskJet 3630 All-in-One Printer and are unable to print from your Microsoft Lumia phones using the HP Smart app. I read that the app detects the printer and is able to scan but cannot print. Not worry, I'll do my best to help you. 

I did some research on this case and came across this HP document for using the HP Smart app with Windows. This explains that following are the reasons for not being able to print using the app:

• Driver not installed: To install the print driver, enable Windows Update or click the Get HP Full-Featured software option in the app Resources section to download and install the driver and software for your printer.You do not need a print driver to print with Win 10 Mobile devices.
   

• Poor network connection: The network connection between the printer and the app is poor, and the app is unable to accurately obtain the printer status. Move the printer and computer closer to the wireless router. Try printing even if the app continues to display "offline." Sometimes the app is checking the printer status and might display "offline" when it is actually "ready."
   

• No network connection: The printer is no longer connected to the network, or is not connected to the same network as your Windows device. Make sure the printer is connected to the same network as your device.
   

• Printer is in sleep power saving mode: The printer is in sleep mode or in power saving mode. Touch the printer control panel or press a button on the printer control panel to wake the printer, and then try printing even if the app continues to display "offline." Sometimes the app is checking the printer status and might display "offline" when it is actually "ready."
   

• Printer is off: Some printers have a feature to schedule a time to automatically turn off the printer. Make sure the printer is turned on and in a "ready" state, and then try printing even if the app continues to display "offline." Sometimes the app is checking the printer status and might display "offline" when it is actually "ready."

However, the first point does not hold good in this case because the scanning works fine using the HP Smart app.

If the issue persists then I suggest you to uninstall and reinstall the app.

I genuinely hope the issue gets resolved without hassles and the unit works great. Keep me posted. Cheers! 🙂

[Scrybler]

Thank you for this reply. Your offer to assist is much appreciated. If we are able to resolve this problem, I will be purchasing other examples of the same printer for use on different sites.

In the meantime, I'll try to be as brief as possible to explain why, regrettably, after careful review of the document c04675142 you quote, it does not appear to show either a recognition of this particular problem or any kind of solution.

Although I am familiar with this document, I used it during the initial set-up, I have again reviewed it to ensure I have not committed any errors or made any omissions.  In particular I've reviewed the section you quote titled "Why can't I print to my printer" and address each of the points made here:

Driver not installed

As you point out, installation of drivers is not required on Windows 10 mobile devices. Neither have I found any specific update or app that aims to provide these beyond those incorporated in the firmware of Windows 10 mobile devices.

Poor network connection

After the initial print failure, all troubleshooting was undertaken with the WiFi nAP, the printer and the Windows Phone 10 devices, all within two metres of each other.  There was no evidence of poor network connectivity. TP-Link and other tools were used to test connectivity and show signal strength.

No network connection

I think I've addressed this point above. I've also made the point that I've conducted troubleshooting using both wireless network infrastructure and by direct wireless connectivity. And I think the report that I am able to undertake all other functions with the printer from within the HP Smart app, is strong evidence that this is not where the problem lies.

Printer is in sleep power saving mode

The possibility of this condition was monitored throughout the troubleshooting process. I confirm that this was not a problem. The printer was not in sleep mode during active print attempts.  Even so multiple attempts were made to activate printing by pressing the PRINT button on the app, after document selection, even though this button was showing as "greyed out" or faded.

Printer is off

The printer was observed to be on during all troubleshooting activities and active print attempts. This was confirmed by observation of the printer status lights, the LED status screen and the status information available from the HP Smart app.

CONCLUSION

I think we can safely conclude from the troubleshooting steps undertaken, that none of the information in this document actually recognises this particular problem that I have described and that therefore not of its recommendations actually address it, or offer a solution.

Your recommendation

>>>If the issue persists then I suggest you to uninstall and reinstall the app.

Could you please explain to me what we are looking for here? I am unclear as to the troubleshooting objective of this action. What new information do you expect it to reveal.  Would you, for example, expect me to monitor the size of the file to make sure the complete app is downloaded and installed. Or are you just "hoping" it will give a fix. Please read on.

Two Windows Phone 10 devices

As I explained in my original post, this problem occurs not with one but with two different and independent devices. These are a Nokia Lumia 930 and a Microsoft Lumia 950.  They were both checked to ensure they were installed with up to date OS/firmware. Your recommendation seems to conclude that they are both suffering from the same problem in respect of download and installation of the app. I am wondering what that might be.

In fact I believe my colleague did try this action by installing from the link in document c04675142 and later by searching the Microsoft Store and installing directly from that search.

NEXT steps

• I am now travelling and will not be back on the site for this printer until sometime in the next two to four weeks.
• In the meantime, I will look for the opportunity to test the app with the same model printer elsewhere.
• I will re-install the app, as you have suggested, but I really would like to know what you expect this to achieve.
• When the opportunity arrives I will try printing using some alternative app on the Windows Phone 10 devices and to the same devices.

Thank you

David

[JonW · Accepted solution]

Hi Scrybler,

When you get back from your travels, would suggesta couple of things to see if IPP Printing is working on your network.

1) Try to print from a different app on your phone? What was the result 

2) Check the Network staus report to see if the IPP Printing section got turned off by mistake.

Good luck

[Scrybler]

Thanks JonW. 

IPP. This I assume is simply something that needs to be enabled on client and print devices only. Even so I don't have any kind of protocol or service filtering operating on the wireless nAP that might cause an issue. And I have been able to succesfully print from other devices (where in Control Panel, Internet Printing Client is shown as enabled). 

I'm not aware how to check IPP status  in a WP10 device. But it's a good idea and I'll follow it up on both devices that won't print.

Alternative app: Again good idea, and I've already installed a pdf reader that features a print command. I'll test it as soon as I get chance.

Thanks for these suggestions. I'll let you know how I get on.

Regards

David

[Scrybler]

Just for a bit of completeness in this thread, here's the Microsoft video that originally prompted me to adopt the idea of printing directly from my Windows Phone 10. You can see it also features an HP Printer.  It does suggest that the relevant print APIs are part of the Windows Mobile OS.

https://mspoweruser.com/printing-on-windows-10-mobile-explained-video/

D

[Scrybler]

Brilliant JonW.  Sorry for the delay in responding, but I'm only just back on site (a month late). In the meantime I've installed a couple of other ENVY all-in-ones and they've been easy-peasy and worked perfectly first time.

So one back on site, I logged into the printer's web interface, and sure enough IPP was disabled. Once enabled it all worked perfectly.

A great tip. Thanks... it's much appreciated

Regards

David