HP Smart not adding printer

[BTS3]

HP OfficeJet Pro 6978

The printer is turned on, connected to Wi-Fi, and is connected to the computer (am able to print). When attempting to add the printer to HP Smart, the printer is listed and everything seems good to go. However, when I click on the printer to add it, the HP Smart application says "Select a Different Printer" and "HP OfficeJet Pro 6970 must be turned on to add it to HP Smart. Once the printer is turned on, tap OK to refresh, and then select the printer again."

The printer IS turned on.

Thanks in advance for help/ support.

[Dragon-Fur]

@BTS3 

Are you signed in to HP Smart?

Example - HP Smart - Windows - Main Menu

HP_Smart_W10_Start_Screen_4

HP Smart for Windows

HP Smart is an application available in the Microsoft Store

Learn how to use HP Smart on your Windows 10 computer.

Open the Software and Drivers Support Website for your printer > Check the Box Get the App

OR

HP Printers - Using the HP Smart App (Windows 10)

NOTES: 

• Website includes the HP Smart software for Windows and Mobile devices, plus an FAQ section to assist with questions / issues
• Latest versions of HP Smart require that you be signed into the application

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What else?

If you have not done so, consider installing the update for the printer Firmware.

At this writing, the current update is marked "Critical"

Reminder:  Always read the description and any other sections before installing Firmware.

HP Officejet 6950/6960/Pro 6960/Pro 6970 All-in-One Printer series Firmware Update 

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What else?

If you have not done so, download-save-install the Full Feature Software for the printer

HP Easy Start Printer Setup Software 

About 2/3 of the way through the setup, you will be given the opportunity to select the software - select the "Full" driver set (as opposed to the basic driver).

After the software is installed, Restart the computer and log in.

Full driver provides print and scan functions (even if HP Smart continues to be stubborn).

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What else?

Consider changing the connection type to TCP/IP

Method - Create TCP IP port

Find printer's IP /  IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on Printer Control / Display Panel

Control Panel > icon view > Devices and Printers

 Right-Click on the printer > Left-Click Printer Properties

 Select Tab Ports  > Add Port

 Select Standard TCP/IP Port > New Port and follow the wizard.
 Use / Enter IP address for the printer.

Example - How-to “Create TCP Port” Contributed by greenturtle

Video:  Create & Use TCP IP port
“Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port within the Ports tab (in Printer Properties)”

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What else?

You can always try uninstalling HP Smart > Restart the computer and log in > "Get" a new copy of the application from the Microsoft Store.

Remove / Install Steps:  Settings > Apps > Apps and Features > scroll down, find, Click on HP Smart > Uninstall > Restart the computer and log in.  A new copy of the application can be downloaded / installed from the Microsoft Store (formally Windows Store).

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Printer  Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, User Guides / Manuals, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP OfficeJet Pro 6978 All-in-One Printer 

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not a business group of HP..

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question Resolved / Answered, Click "Accept as Solution" .

[BTS3]

Thank you for these 5 potential solutions. I tried each and was unable to make it work. When I attempted to load the full feature software, the program seems to fail after attempting to register the product. I have the printer set up on another home network but an attempting to reconnect it after moving. Thank you again for your help; any other suggestions will be appreciated.

[Dragon-Fur]

@BTS3 

You are welcome.

Not sure...

If the printer has been moved, it is likely a different underlying issue.

Try this version of the doctor...

Offline Doctor V5.0.7

  http://ftp.hp.com/pub/printers/hppsdr/patches/HPPSdr.exe

• Download and Save the doctor to your computer
• Open File Explorer > Navigate to the folder in which you saved the file (likely Downloads)
• Execute the doctor – Answer any prompts /  let the process complete
• Restart the computer, log in, and wait for the final steps in the Doctor to finish.
• Check for any difference.

Original Notes – Contributed by ShlomiL

Paraphrased

Connection Issues

• Print and Scan Doctor Version 5.0.7 creates a secondary queue for printing with TCP/IP port.

After the Offline Doctor completes…

Verify / Adjust the “Default” printing device (Default Printer)

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

OR

Open Control Panel > icon view > Devices and Printers > Right-Click on printer > Set printer as Default

NOTES – Selecting Default Printer 

1. Do not select the printer marked as “Scan Only / DO NOT DELETE”
2. Do not select the printer marked as “Fax”

Example Default Printer:  Set “Default” Printer = HP OfficeJet Pro 9020 series PCL-3 (Net)

Reference:  HP Printers - Printer is Offline (Windows) > Step 2: Manually set the default printer

==============================================================================

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not a business group of HP..

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question Resolved / Answered, Click "Accept as Solution" .

[BTS3]

Thanks again for the help.

I ran the troubleshooter. It reported fixing a port issue but I didn't have any different results after restarting and addressing the default printer settings. In the HP Smart app the printer still shows up as online (green dot displayed) and it is no but its just not connecting.

[Dragon-Fur]

@BTS3 

Interesting.

In general, the port issue might have already solved when you added the TCP/IP port.

You could try assigning a static IP address.

Wireless Printing Center – Static IP Address

What else?

It sounds as if the application is caught up somehow in the Windows File System.

If you can't find anything else to try, you could reload Windows.  We don't usually recommend this even though it generally works to solve issues inside Windows.  Why?  People hate it as a rule and complain that reloading the OS is extreme and unnecessary.  Could be true.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not a business group of HP..

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question Resolved / Answered, Click "Accept as Solution" .

[BTS3]

OK thanks for the suggestion. I don't think I'll go that far with it as its not that big a deal for me to have scanning capability with this right now. Thanks again for your help.

[Dragon-Fur]

@BTS3 

Edits - Add content

Disclaimer:  Ignore any repeats - thinking on the fly (never great, but it happens)...

Another colleague (different thread) mentioned that the customer consider running Windows Updates (again).

Interesting because although Windows should be updating itself, if it has (for example) updates that are pending a Restart, the act of adding / connecting / managing some software might "take a hit" (not work as expected) until the computer is restarted to fully install any pending updates.

On a related theme:

If the issue is not something in the File System (or in updates, or in old printer firmware, or "whatever"),

then Restarting everything might help.

For the duration trying to connect the printer to the app, leave "extra" devices switched off.

For example, after the Restart of "everything", leave off TV's, iPads, phones, game boxes until after (and IF) the printer is connected to the Application.

Original Content

You are welcome.

IP address is not "too far" but might not fix it anyway.

I think there is something tangled in your File System, else this would not be so difficult to sort.

There are several scan options for Windows 10.

HP Scan (part of the Full driver software) and others.

If you want examples of anything, let us know.

Stay Safe.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not a business group of HP..

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question Resolved / Answered, Click "Accept as Solution" .