HP Smart cannot find my new printer

[Cammycam99]

I just got my printer today.  I followed the instructions on my phone when setting it up.  It found it when I was first setting it up, but then there was an error when setting up the wi-fi and the phone said to re-start the process.  The printer itself shows as connected to the internet and I was able to find it and print from my computer.  For my Android phone it cycles and cycles but cannot find the printer.  I tried finding one that was already connected as well as disconnecting it from the wifi and finding it that way and it was a no-go.  I've restarted both multiple times.  

[Irwin6]

Hi @Cammycam99,

Welcome to the HP Support Community.

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

I understand you're experiencing an issue with connecting your printer to the HP smart app.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) 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