HP Smart for Mac

[TJ130]

I've had the Envy 5020 for sometime now.  All of a sudden, the HP Smart will not connect to my Mac.  I have re-downloaded the pkg. to no avial.  Any thoughts as to why it's not working all of a sudden?

[TEJ1602]

@TJ130, Welcome to HP Support Community!

Is the printer and Mac connected to the same WiFi Network?

Could you perform a ping test using the Mac Network Utility and let me know the results?

Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

Holding the option button and clicking on the WiFi shows details of the network connection. You can hold the option button, click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera.

Share the ping test results and the screenshot with us.

If everything seems okay, you can try to remove and add the HP smart app. Follow the steps below:

1.) Open Finder and click Applications

2.) Move HP Smart App to Trash and clear the Trash.

3.) Open Finder then click Go and Click Home.

4.) Click View then Click Show View Options. Check the box Show Library Folder.

The change is instantaneous and the Library folder will immediately become visible.

5.) Open Library and Open Application Support, move HP Smart folder to Trash and clear the Trash.

Download and install the HP Smart app and try printing.

Alternatively, you can try adding the printer using AirPrint.

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, If your printer is listed, click the printer name, click the minus sign to delete the printer.

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button  at the bottom of the list.

4.) Click the plus sign , click Add Printer or Scanner, click the printer name.

5.) Click the Use or Print Using menu, select AirPrint in the pop-up menu. Then click Add.

6.) Try to print.

Let me know the outcome.

Cheers 🙂

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!

[TJ130]

Hi - I've already done what you've asked, as in redownloading, deleting the app etc.  I've attached a screen shot of the Ping.  All seems to be fine.  I can print from my computer, no problem but HP Smart still says 'Printer Offline'.  

[TEJ1602 · Accepted solution]

@TJ130

Thank you for the response.

Did you just move the HP Smart app to trash or did you also clear the contents from the trash?

Removing it completely from the library and trash will help us clear the cache from the system.

If you have not completely removed the app, follow the steps from my previous post and try again.

You can download and install the HP Smart app from here.

Keep me posted.

Cheers 🙂

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!

[TJ130]

Thanks TEJ1602(HP Support Agent)

Sorry I missed the step about removing it through finder. Thanks for your time.

TJ

[TEJ1602]

@TJ130

I am glad everything is up and running.

Do get back to us in the future for any further assistance.

Thanks 🙂