HP Smart app isn't working

[rmm320]

Windows 10, 64 bit system, HP Office Jet 3830, all in one printer

My printer has been installed for 2+ years on my laptop via the HP smart app. 2 months ago it randomly stopped printing in color, but printed in b/w just fine. As a fix I've searched the hp website, since I'm out of warranty help. I tried searching for drivers which then led me to >>adding the HP smart app, which I already had. So I uninstalled the one I had and reinstalled it, trying this method several times, since the website just kept sending me into this circle that didn't help anything. Now my printer won't print at all from my laptop. It prints in color and b/w on demand from the printer itself, suggesting it isn't the printer and has to be the app/drivers. Please help me to get it printing from my laptop again. 

[Nal_NR]

Hi @rmm320,

Welcome to the HP Support Community.

I understand that you are facing issues printing from your laptop. I'd like to help!

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates.

For more information, go to Updating or Upgrading Printer Firmware.

Now, remove the printer completely from your computer and reinstall it. Here is how you do it-

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up the run command with the “Windows key + R” key combo. 

7) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe”

Click on the “Drivers” tab 

9) Look for an HP Printer driver. If you see it Click on it and click Remove at the bottom 

10) Select Ok 

11) Select Apply and Ok on the Print Server Properties windows 

12) Close Devices and Printers.

Try printing and scanning

Additionally, disable the IPv6 on your printer and then assign a public DNS. Here are the steps:

•    Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
•    Type the IP address on your web browser to obtain the printer EWS page on your computer.
•    Go to the "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
•    Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
•    Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
•    Click on the radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is the Google DNS server address).

Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Nal_NR]

Hi @rmm320,

As we did not hear from you, 
I'll be closing this case for now. If you need further assistance, feel free to reach out to us. 

Have a great day!