Must talk with someone

[NananTx]

I've spent all day on the website and doing what community posts say, but my printer still won't print. How do I talk with someone?

[BryanCustomPure]

The solution is to download (and install) this package which will update drivers AND THE CERTIFICATE:
ftp://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Installations/Essentials/hp-printer-essen...

It is NOT the same as the driver package, Easy Start, or Easy Admin other people are recommending.

If the link comes up blank, try right clicking and saving it. If you install this package and still have trouble, try uninstalling your printer and reinstalling by going through Apple Logo (Upper Left of Screen)/System Preferences/Printers & Scanners.

Easy Admin did nothing. Easy Startup did nothing. 5.1 drivers did nothing. This worked for me!

If this solved your issue, please thumbs up and mark as solved!

[NananTx]

Bryan, I appreciated your reply so much. I clicked on the link you provided, and nothing happened. I pasted it into my browser window and it said that weblink is no longer available. I was really hoping this would accomplish what I need to print. I've not had problems printing since I've had the computer. But today, when I tried to print, my printer did not respond and a dialogue box said I needed to update to the HPSmart. I've tried everything.

I can't believe there is no way to get someone who can help troubleshoot what the issue is. I've downloaded the software twice. I've disconnected computer and printer. I've tried wireless printing and printer connected to the computer. I feel like I'm running in circles.

Sorry to vent. I wish that link had offered the solution.

NananTx 

[BryanCustomPure]

The link is still working for me. Give it another shot? 

Try right clicking and saving? 

[NananTx]

That's so weird. I tried saving it. Got a message that it was not safe to open on my computer. Would only allow me to discard it, not even download it.

[NananTx]

I went to printer settings on the HP Smart app.

    It says my printer status is unavailable.

    Under information, it says the installation status is not installed, even though my connection status is active with USB as the type. It's a direct USB connection.

    Network information cannot be retrieved.

    I think those are key pieces in my dilemna.

I looked for a way to uninstall HP Smart. Couldn't find that anywhere. Thought I might need to start over and reinstall.

But you're saying the HP Smart software doesn't include the driver. Since I can't access the webpage you sent the link for - I don't have any idea what to do.

All over the HP website it mentions how easy their customer support is. I beg to differ. Is there anyone you can forward me to so I don't waste any more of your time?

NananTx

[BryanCustomPure]

Right/control click the link, save. Then run. Takes a while.

[NananTx]

Still get the message that the package can't be downloaded securely, so I should discard.

I sent feedback to HP letting them know that nothing has worked and I still can't print after 3 days of trying. Maybe someone will contact me.

Thank you for your patience in trying to fix my problem. I've done so many different things, I'm wondering if the downloads, installs, uninstalls, trashing, etc. have worked against each other.

I wish I could check that yours was a solution. But it must be a bigger problem.

Thank you, NananTx

[BryanCustomPure]

The solution seems to be to doing things IN THIS ORDER:

Uninstall your printer USING THIS METHOD ONLY (NOT EASY START, NOT EASY ADMIN): Apple Logo (Upper Left of Screen)/System Preferences/Printers & Scanners. Then restart your computer.

Download (and install) this package (From HP FTP) which will update drivers AND THE CERTIFICATE:
ftp://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Installations/Essentials/hp-printer-essen... If the link comes up blank, try right/control clicking and saving it. Or right/control click and copy link, and paste into browser bar. Use a different browser to download (Firefox? Chrome?) and try running it directly from the "downloads" area of the browser. There should be a way to get it to run. This is directly from the HP FTP- it is not malware.

The install takes a bit. Let it run, even if it seems like it stalled out! When it completes, restart.

Then reinstall your printer using: Apple Logo (Upper Left of Screen)/System Preferences/Printers & Scanners, and use the default drivers. If drivers do not show up, download and install the 5.1 driver package from here: https://support.apple.com/kb/dl1888?locale=en_US . Then restart your computer.

It is NOT the same as the driver package, Easy Start, or Easy Admin other people are recommending.

If this solved your issue, please thumbs up and mark as solved!

If that doesn't work, start a new thread, and PM me with the link, and I'll help you there.

Also, BTW, this is NOT malware, it is mistaken, due to a snafu caused by HP requesting Apple de-certify their drivers without realizing the impact. Apple did so in their last security update they pushed.

[NananTx]

Thank you. I've been away from the computer all day. I will try the order of these suggestions tomorrow. Thanks for explaining the issue I had with telling me the link was a security risk.

I'll let you know how things go.

NananTx