HP smart installed on my laptop, but I can't find or use it.

[jcmc8]

I've just moved.

When I turned my laptop back on, the old HP print and scan app that I had (which was working beautifully) has disappeared.

I've tried to DL HP Smart from the App store, 123.hp.com, and any other source I can find on this forum, but every attempt ends with "you own this app", or "installed".

It's not listed in my apps or programs. 

I've searched every place on my laptop I can think of.

I can't uninstall and reinstall if I can't find it.

I do a lot of scanning and really need access to these functions.

Many thanks in advance.

Hey again!

After yet another restart, HP Smart has finally appeared in my app list, but it won't recognise my printer.

GRRRRRRR.

Any suggestions, before I waste several more hours on this?

Many thanks.

[TEJ1602]

@jcmc8, Welcome to HP Support Community!

Print and scan jobs can fail if a driver is not installed or there are connectivity or status issues.

• Driver not installed: To install the print driver, use the Diagnose & Fix feature in Resources or go to 123.hp.com.

• Poor network connection: The network connection between the printer and the app is poor, and the app is unable to accurately obtain the printer status. Move the printer and computer closer to the wireless router. Try printing even if the app continues to display "offline."

• No network connection: The printer is no longer connected to the network or is not connected to the same network as your Windows device. Make sure the printer is connected to the same network as your device.

• Printer is in sleep power saving mode: The printer is in sleep mode or in power saving mode. Touch the printer control panel or press a button on the printer control panel to wake the printer, and then try printing even if the app continues to display "offline."

• Printer is off: Some printers have a feature to schedule a time to automatically turn off the printer. Make sure the printer is turned on and in a "ready" state, and then try printing even if the app continues to display "offline."

If the previous suggestions did not resolve the issue, go to Using HP Print and Scan Doctor (Windows).

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Try printing.

Refer to the document HP Printers - Install and Use the HP Smart App (Windows 10) for help.

Keep me posted. 

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