HP Smart sees printer but when I try to install I get "select a different printer."

[Keldromar]

I recently purchased an OfficeJet Pro 6978 and connected it to my network. I have HP Smart on both my phone (Android) and PC (Windows 10). I am able to access the printer from my phone with no issues, however I am unable to add the printer on my PC. When I try to add it through HP Smart, the printer initially shows as being online. As soon as I click on it to add it, it appears offline and I get an error. I have restarted the computer and the printer but am not seeing any change. Also, I have verified that the computer and phone are on the same Wi-Fi as the printer, and are in the same subnet. Any ideas what's going wrong? Pictures below for clarity.

[HelenK1234]

I had exactly the same error. I bought a new printer and cannot get it to connect. Technical support was useless (they told me that it was because I was using a network extender). Eventually I got the printer connected to the wifi and that is when I kept getting the same error message you are getting. I uninstalled everything including the printer drivers and HP Smart and it got rid of that error but now when I run the printer set up HP smart keeps hanging up.

[Dragon-Fur]

@Keldromar 

Welcome to the HP User Community.

Class C networks, for example, your private home network and likely 192.168.x.x, are common.

Class A networks (10.0.x.x) might denote a commercial network or perhaps VPN tunnel.

If you are using VPN, you must shut it off to install your device to your home network.

HP Smart for Windows

HP Smart is an application available in the Microsoft Store

OR

Open the Homepage / Support Website for your printer

Category Software and Drivers > Check/ Get the App

>>> Open and Read >>> HP printer setup (HP Smart app)

NOTES: 

• Read FAQ -  including - What are the requirements to set up a printer using the HP Smart app?

• Disconnect from Virtual Private Network (VPN) connection before downloading.

• Turn on Wi-Fi on your computer or mobile device and connect to your network. If the computer is connected to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during the setup.

• 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.  Source: How to scan with an HP printer > FAQ > Why can't I connect my wireless printer or scan over the network?

• HP Smart requires that you sign into the application using your HP Account credentials.

• When working through a browser to access HP Smart, be sure you have Cookies enabled.  If cookies are enabled and you are having trouble, clear Cache and Cookies.   And / Or … Try a different browser – assign that browser as the Default. (Note:  Chrome not working?  Use / Assign a different default browser.)

• Where possible, HP Smart benefits (likes) having the Full Feature Software / full driver printer software installed.  For example, full driver provides access to Shortcuts and Printing Preferences.

• Document includes the HP Smart application download links for Windows and Mobile devices, plus an FAQ section to assist with questions / issues.
  •  FAQ examples: 
    • What are the requirements to use the HP Smart app?
    • Which printers are compatible with the HP Smart app?
    • Why do I need to sign in or create an account to use the HP Smart app features?
    • Which languages does the HP Smart app support?
  • Older versions of the HP Smart app no longer support the required login feature.
  • Update the application to the latest version to access / use HP Smart

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

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

NOTE:  Content depends on device type and Operating System

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HP OfficeJet Pro 6978 All-in-One Printer 

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