HP smart set up not finished

[MickD4]

When I went to scan this morning, after the latest Windows 10 update installed overnight, the HP Smart app will not display printer ink levels. Instead of showing ink levels it says "Finish Setup" and prompts me to install ink cartridges that are already installed and working! If I follow the 'install ink cartridges' guide, it still doesn't recognise the ink cartridges are there. If I click 'Get Supplies' in the app, I'm told ink levels are good (Instant Ink account). I uninstalled and reinstalled the app, (rebooting the laptop inbetween) and nothing has changed. HP Smart insists my printer has no cartridges installed. Yet I can print without issue. Why does HP Smart think I have not finished printer setup when it has been working for months? 

[sandytechy20]

@MickD4

Welcome to the HP support community.

I understand that you are getting cartridge errors, follow these steps to fix this issue.

Clean the ink cartridge and carriage electrical contacts

1. Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.

2. Remove the cartridge indicated in the error message from the carriage.

   • Carriages with cartridge latches: Open the latch, and then pull the cartridge up and out of the slot.

     

   • Carriages without cartridge latches: Gently press down on the cartridge to release it, and then pull it out of the slot.

     

3. Holding the cartridge by the sides, remove any protective tape that still might be on the contacts.

   CAUTION: 

   Do not touch the ink nozzles or the copper-colored electrical strip. Touching or trying to remove these parts can result in clogs, ink failure, and bad electrical connections.

   

4. Lightly dampen a lint-free cloth with distilled water, and then wipe the copper-colored contacts on the cartridge.

   

5. Lightly dampen a lint-free cloth or swab with distilled water, and then clean the electrical contacts in the carriage.

   

6. Wait 10 minutes for the contacts to dry, and then reinsert the cartridge into its color-coded slot.

7. Repeat these steps for the other cartridge if it was indicated in the error message.

8. Close the door or lid to the cartridge access area.

Refer to this HP document for more assistance:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[MickD4]

I've done all that. It's made no difference. If I go to my Instant Ink account the system knows perfectly well, having synched with my printer, that I've got Instant Ink cartridges installed and that they are good and do not need replacing. It is the HP Smart app installed on my laptop that is malfunctioning, by not displaying the ink levels, telling me that 'setup is incomplete', and this was noticed soon after a Windows 10 update. The most recent update was KB5003173, for Windows 10 version 20H2, installed on the 17/5/21. The connection between the printer and the cartridges is fine, the problem is with the app. And I have uninstalled and reinstalled it, and there was no change. 

[sandytechy20]

@MickD4

This might require one on one interaction to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[MickD4]

Well, here's a development - while printing a document, one of the colours ran out - since the HP Smart 'app' could not tell me which cartridge had started to run out (the whole point of this thread) I swapped both cartridges with the new ones send to me on the Instant Ink scheme soon after I bought my printer. Then I followed the cartridge installation and set up procedure. I then reached a point in the process where the software told me I needed to install the printer and scanner driver (in spite of the printer and scanner working) but NO, I must be wrong, the software must be correct, so I followed the process and went into Settings on my Windows laptop and clicked on the HP 2700 in the printer list and did what I was told. After a wait, I was told the driver could not be found....? After clicking something (it gets a bit of a blur) I ended up on the same 'Complete Setup' page again and was told to click on the HP 2700 in Settings blah blah blah.. and I ignored it and clicked on the (I think) Complete button instead - and found myself back in the HP Smart Home page and I could see the ink levels of the new cartridges! Honestly, the software is screwy. I said early on it had got nothing whatsoever to do with dirty contacts and having to clean things with purified water. Complete tosh. It's the software. SO...now I hope the 'system' doesn't penalize me for installing one cartridge slightly before it had ran out, in order to initialize the thing again, since I sure as hell am not taking any cartridges out and fitting used ones back in now the stupid thing has found itself again. Can you remember when we used to connect a printer to a computer with a cable and install the software from a CD ROM? It took seconds....

[sandytechy20]

@MickD4

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.