HP Smart account set up - problems with macbook air

[LCL1]

I've been using my DeskJet 3632 for two years with no problems.  Today, I wanted to scan and 'out of the blue' I felt like I was forced to set up an HP Smart account.  That took forever and I finally read something that let me know Macs are no longer compatible.  However, I finally did get an account set up.  Tried to scan and I had the same exact problem - can't access my account.  I did as I was told previously - deleted then re-added printer and confirmed I was signed up for Mac Air Printing.  I am now extremely frustrated especially because there doesn't seem to be any way I can speak with a real person.  Please help.

[Jay_G24 · Accepted solution]

Hi @LCL1,

I'd like to help!

I understand you are unable to scan using HP Smart.

Try the below suggestions -

1. Uninstall HP Smart 
2. Try updating mac/ios and printer firmware
3. Install HP Smart from the APP store 

1.     If installed from HP.com please delete from /Users/Username/Library/Application Support/HP Smart. Then delete HP Smart from the Applications folder and reinstall from the Mac App Store.

2.    If downloaded from the Mac App Store please remove /Users/Username/Library/Containers/HP Smart/containers.plist and then launch HP Smart from the Applications folder and go through the setup again.

Try updating mac and printer firmware
 
To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 
 To update Mac, try these steps - How to update the software on your Mac

You may also add the AirPrint printer to the Mac printer queue

Add the Air Print printer to the Mac printer queue

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

1. Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.
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 Air Print. 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.
3. Confirm Air Print or Secure Air Print displays in the Use or Print Using menu, and then click Add.
4. Open a document or photo, click File, and then click Print.

Scan images in Image Capture on Mac

After connecting a scanner to your Mac, use Image Capture to scan images.

1. Connect your scanner to your computer, then turn on your scanner.

2. In the Image Capture app  on your Mac, select your scanner in the Devices or Shared list.

   If you don’t see your scanner in the list, see Set up a scanner.

3. Scan your images.

   If you have a scanner with an automatic document feeder or flatbed scanner, see Scan images or documents using a scanner.

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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