HP Smart: “smart tasks” no longer work after app update

[bruinenat]

 on Windows and iOS “smart tasks” no longer work. This page is not refreshing, nothings happens. I have reinstalled the app on iOS and on Windows. Problem persist..

Already had telephonic contact with HP Support.. but not suppotive as my ticket has been closed without any comment (😡).

Anyone with same issue? 

thank you

greets

Bruno

[Dragon-Fur]

@bruinenat 

Welcome to the HP User Community.

Yes, Uninstalling the app on all your devices and then reinstalling is a good idea.

Google translation from the Posted Image

Shortcuts are updated

The shortcuts are even better!

There are now more ways to save files to the cloud with shortcuts.

Leave this screen open while we improve your shortcuts. It only takes a minute.

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

Not sure, though I agree that Shortcuts should generally open even after a version change in the application.

In my own experience - list could be incomplete and / or my assumptions might be wrong...

• It does not appear that Shortcuts are tied to any particular printer.
• If you create a Shortcut (for example) for Printing 2-Sided, the (selected) printer must support that option.
• Shortcuts appear to be shared across the Windows and Mobile versions of the application.
• All / Any printers all open the same "Shortcuts" list.
• Depending on the shortcut, it will need access to the appropriate Cloud Storage account.

What is wrong?

Not sure, though it appears that one or more device or parts of the application are "stuck" on one or more of the devices on which the HP Smart application is installed.

Ideas - Any of which might work or all of which might be a colossal waste of time...

On any Windows machines, make sure Windows Updates are not "pending" or in a "Restart ready" mode.  Why?  Windows Updates can interfere with printer software and a big part of the PrinterControl for HP Smart is located in a protected area of the File System.  If Windows Updates have changed any part of the File System in preparation for pending changes, things might get stuck until after the computer is restarted and the Updates are fully installed.  What?  OK - it should not happen.  That said, only takes a few seconds to check whether Windows Updates need to be installed.

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

Make sure all your devices on which HP Smart is installed are all using (have installed) the latest version of the application for that device type.  For example, if you have updated the app on iOS and Windows and you still have an Android device that is not updated, update / reload the application on that Android device.

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

Try Restarting everything, including the printer, router, computer(s), and mobile devices.  Switch off the mobile devices while the router, printer, and computer(s) are restarted.  Yes, I know - shudder!  Restarting everything won't take long -- as soon as the router, printer, and computer(s) are restarted, switch on your mobile device(s).

Wait!

About "restarting the printer".

This might be a better option than simply switching the printer OFF and back on:

Open

Printer Turns Off Unexpectedly or Repeatedly

Complete Step 2: Restart the printer

Possibly Related (and happens to be Step 3 in the document)

At this writing, a new printer firmware update was released 20-April-2022

IF your printer firmware needs to be updated, consider doing that...

HP OfficeJet 9010/OfficeJet Pro 9010 All-in-One Printer series firmware update 

References / Resources

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

 “Things that are your printer”

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

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, Manuals > User Guides, Product Information (Specifications), more

Open

HP OfficeJet Pro 9012 All-in-One Printer 

Thank you for participating in the HP Community.

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

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[bruinenat]

Dear Dragon-Fur

thank you for your feedback. I've followed your guidelines, without success I'm afraid. I even deleted my account on my printer itself (should not have done that, as I don't have my smart tasks locally - on my printer - now...). I was hoping I could add my account again on my printer itself (without HP Smart)...

Deleted my account on the printer,  restarted everything (router, PC,  mobile devices, printer...). Having checked Windows updates. Uninstalled the app everywhere. Reinstalled the app on my iOS (iPhone) and noticed after having clicked on "shortcuts/ smart task") for a second a notification "Access to shortcuts disabled" (in Dutch).

I've managed to activate it by choosing my printer in HP Smart app and then under "Setttings > Shortcuts" and "Activate access to shortcuts for this printer" (again, Dutch). This could be done for 365 days.

Unfortunately, this doesn't change anything when trying to access my Shortcuts/ Smart tasks.

As for now, I now longer how access to them on printer (locally too)...

PS: Edit to this post: I have entered my SSID credentials again on my printer, somehow my smart tasks / shortcuts re-appeared on my printer!

(no success though as far as my shortcuts on my HP Smart, still the same "waiting" screen)

I'm trying to fix this for hours now 😞

Greets

Bruno

[bruinenat]

Hello @Dragon-Fur

I had high hopes, I did find an overlooked laptop (my wifes, from her work) that had many updates "hanging". I've executed them. I removed "HP Smart" from all devices, restarted everything (router, access point, PC's, mobile devices, printer - the way you suggested). All connected IP adressess on my router seemed fine (nothing suspicious). I've found my printers (correct) MAC & IP adress amongst them.

I installed "HP Smart" on one laptop, but no success. It still hangs when trying to consult my "Shortcuts/ Smart tasks".

On my printer itself (physically), checked for updates but no new update found (was up to date). I checked it even within "HP Smart"

Something strange though. My printed "claimcode" was different from the one on-screen. I've attached a picture from it (blurred out last 8 digits which were the same for the two codes).

2 different codes on same printer??

PS:  having logged on to "https://support.hp.com/be-nl/dashboard/device": it appears to be that everything after from "TH" on (so these 2 characters + my 8 blurred ones) is my serial number.(HP OfficeJet Pro 9012 All-in-One Printer). So I don't know if my 'discovery' is relevant.

Then I ran "HP Print and Scan Doctor" which seems to have found 2 seperate devices when I actually own just one ("HP Speelkamer"). Could this be the reason? PS: Communication with the second (non existing) printer was (naturally) unsuccesfull.

Thanks again for your input!

Greets

Bruno

[bruinenat]

Hello Dragon-Fur

It's been a while, sorry for that.

Your latest suggestion:

"If the wife's computer has a separate, usable Microsoft account,

Try accessing the HP Smart (Windows) application using that account.

Might work."

No luck, she does have a different (Microsoft) account  on her corporate laptop. I could not get the shortcuts to work.

My laptop(s) all have local accounts. I have one recent laptop to be set up, completely new (still in box). 

Still hoping "my" issue is related to latest update/ release of HP Smart.

In the mean time, I'm using my shortcuts directly on my printer itself (they still work).

Greets

Bruno

[fg1111]

Same issue here. HP support has not come back with any suggestions. Did you have any shortcuts to upload scans to onedrive? My shortcuts of scan to email still work but not the onedrive ones.

[bruinenat]

Hello @FG1111

 No, I didn't have any shortcuts uploading to OneDrive.

I have a work around though, I've invited myself to use my printer. I did this from my Hp Smart, I've sent an invitation to my outlook mail account (from within my logged in **bleep** account created in HP Smart). With my outlook account I've made a HP account and recreated my shortcuts I had with my **bleep** account.

Good luck

Grts

Bruno

[fg1111]

HI Bruno,

Can you please provide some more details as to how you invited yourself to use your own printer. I can't find that option in either HP Smart App or online.

Thanks,

FG111

[bruinenat]

Hello

I'll post some print screens to help you out (in Dutch).

Hopefully this will help you.

In short, you send an invite to your alternative mail address with which you create a new HP account. With this newly created (which you have granted access to your printer) you login to HP Smart (you'll have to make your short cuts all over again, but it works).

Hopefully this helps.

Greets

Bruno

[fg1111]

Hi Bruno,

Thanks for your help, but unfortunately the version on my OfficeJet Pro 9010 series printer does not support Print Anywhere. As per the article here, the Print Anywhere option is not available for me:

That's why I couldn't see the option to invite an email address to use my printer as per your step 3:

I've spent 3 hours over two days in remote sessions with HP technical support trying everything from reinstalling the app to factory resetting the printer and still no luck. The next step that we'll try in our next call is to create a new HP account, transfer the printer over and factory reset it.

The main reason I bought the printer apart from the odd printout job was to scan to onedrive 😞

Thanks again for your help. It's reassuring in a way to know that I'm not alone in this HP Shortcuts saga.

FG1111