HP Smart tells me there is a problem with the printer, although it is working correctly

[coolaun]

I recently changed my WIFI network to a mesh system. I used the same network name and password as the original system: computers, iPads and telephones all connected automatically to the mesh, but not the printer. I had to set it up anew, which was quite a nightmare: HP Smart was no help at all, but I finally managed to connect the printer using WPS.

The printer now works fine, but HP Smart informs me that there is a problem with the printer. It doesn't say what the problem is, just "Check the Printer" :

There is no warning light on the printer, there is enough toner and it prints perfectly well. Should I just ignore the warning from HP Smart?

[Sneha_01]

Hi @coolaun,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If your printer is functioning correctly and you’ve resolved the connectivity issues, but HP Smart is still showing a problem, here’s how you can troubleshoot the issue:

**1. Restart Everything

1. Restart the Printer: Turn off the printer, wait for a few seconds, and then turn it back on.
2. Restart the Computer/Device: Restart the device where you’re using HP Smart.
3. Restart Your Router: Power cycle your router by unplugging it for about 30 seconds and then plugging it back in.

**2. Update or Reinstall HP Smart

1. Check for Updates:
   • Ensure you have the latest version of HP Smart. Go to your app store or HP website and check for updates.
2. Reinstall HP Smart:
   • Uninstall the HP Smart app from your device.
   • Download and install the latest version from the HP website or your app store.

**3. Reconfigure Printer Settings in HP Smart

1. Remove and Re-add the Printer:
   • Open HP Smart.
   • Go to Printers and select the printer showing the issue.
   • Remove the printer from HP Smart and then add it again by following the on-screen instructions.

**4. Check Printer’s Network Settings

Verify Connection:

• Ensure the printer is still connected to your new mesh network.
• Print a network configuration page from the printer’s control panel to confirm network settings.

Verify IP Address:

• Make sure the IP address of the printer is correctly listed in HP Smart.

**5. HP Printer Diagnostics

1. Run HP Print and Scan Doctor:
   • Download and run the HP Print and Scan Doctor tool. It can diagnose and fix many common printing and scanning issues.

**6. Check Printer Firmware

1. Update Firmware:
   • Make sure your printer’s firmware is up to date. You can usually check and update the firmware from the printer’s control panel or through HP Smart if the option is available.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support

[coolaun]

Hi Rachel,

many thanks for replying. I tried all the steps you suggested (apart from HP Print and Scan Doctor, which does not run on MacOS), but HP Smart still gives me the same error message. 

One thing I did do was to print out an error report. This was not a happy experience:

- First, according to the instructions online, I held down the Resume and Cancel buttons for 3 seconds. This produced nothing.

- I tried again, using a stopwatch to time the 3 second exactly. Still nothing. 

- I tried holding the two buttons for longer. After several seconds, the printer produced an error report. It also disconnected from the WIFI network.

- I was unable to reconnect the printer to the network with HP Smart.

- Finally I used WPS to reconfigure it. It now works perfectly (printing and scanning), but HP Smart still insists that there is a problem.

I can send you the error report if you're interested.

[Sneha_01]

Hi @coolaun,

Thank you so much for your response. I am glad the issue is resolved.

Is there anything else that I can help you with today?

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.Take care and have a great day ahead!

Rachel571 

HP Support