HP Smart runs in a circle

[8470]

HP Smart works on a laptop connected to the WiFi network.  HP Smart does not work on the Lenovo PC connected to the network.  HP Smart successfully loads, "sees" the HP OJ printer.  When clicking on InstaInk, Scan, Document, or any other icon on the main page, HP Smart asks for a sign-in, goes to HP Connected to get the User Name and Pin, and then rotates back to the main page.  This happens over and over.  I installed the old HP scan software and use that as a work-around.  Since HP scan works from the laptop, I uninstalled all HP-related drivers, programs, data, etc from the PC, did a clean-up and virus check, and re-installed the HP OJ.  HP Smart still works in a circle.  Ideas?

[Betty0610]

@8470

Welcome to the HP Support Community.

That is strange that HP smart App works on one PC and not on other.

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for 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

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, then install the HP Smart App.

Let me know if this helps.

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Thanks!

Have a great day!