HP Smart's Preview sometimes doesn't work on MacBook Air running Sequoia 15.5

[ArnieJ]

Sometimes, after clicking on Preview, the printer does the scan but the display shows nothing.  I scan 10 - 50 items a day and 95% of the time there is no problem (and 95% of the time they are custom sized scans).  It seems to happen only after I have selected 8,5 x 11" and scanned the document.  If I try a preview after that, then it doesn't work; it returns a blank page for the preview.  I reselect preview and it usually works. Only once, did it not work when tried a second time;.  In that case, I closed the app and restarted the app. Worked fine.  It happened with the old version of HP SMart and still happens with the latest version that I downloaded in the last week...

[Nal_NR]

Hi @ArnieJ,

Welcome to the HP Support Community. 

I'd be glad to help you! 

Let's try a few steps here and see if that helps. 

1. Check macOS privacy settings 

• Go to  > System Settings > Privacy & Security > Local Network.
• Make sure any HP-related applications have permission enabled. 

2. Try force-quitting and restarting the app 

• If the preview fails, force quit HP Smart by clicking the Apple logo > Force Quit, selecting HP Smart, and then clicking Force Quit.
• Restart the app and test again. 

3. Re-add the printer 

• Open System Settings > Printers & Scanners.
• Remove your printer by selecting it and clicking the minus button.
• Click the plus button to add the printer again, ensuring you select the correct driver and not "AirPrint" or "Generic PCL/PS" from the "Use:" dropdown menu. 

4. Reset the printing system 

• This is a more advanced step that removes all printers and scanners.
• Go to System Settings > Printers & Scanners.
• Right-click in the printer list area and select Reset Printing System....
• Follow the on-screen prompts and then add your printer again using the steps above. 

5. Update drivers and firmware 

• Ensure both macOS and your HP printer's firmware are up to date. You can check for firmware updates via the HP Smart app or by visiting the HP Support website for your specific printer model and macOS Sequoia compatibility. 

Click here for more information

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[ArnieJ]

Thank you but it seems you replied with a template reply for Mac users.  I've raised the discussion to alert HP to a possible bug.  I can see by your reply that this problem has not been observed by other users.  Yes, quitting and restarting the app as per your suggestion fixes the problem.  As I said in my email, preview works 95% of the time so it is not a Mac system issue.  In future, I will document more carefully when it happens.  All the best.

[Garp_senchau]

Hey @ArnieJ, 

Thanks for reaching out! Since the issue remains unresolved, I suggest contacting our phone/chat support team for personalized assistance. They can provide one-on-one help and may even be able to work their remote assistance magic to fix the problem.

Note: There might be a nominal charge for the service they provide.

Regards,