Printer Error - Why is the Smart HP App so dumb?

[tigerg14]

Why is it so hard for HP to provide Smart Support  software. I am getter a "Printer Error". Great error message isn't it? Not even an error number to search for. I use the HP Smart app on Windows 10 Version 2004. When I clicked on Virtual Agent and entered some queries like "Print Doctor", I got no help. No info on Print Doctor such as how to start it or download it. It just wants to send me somewhere else like Windows update or  FAQs. duh, I can figure that out myself. I think I set too high a bar. That the Agent would actually provide links to solutions, downloads, etc. 

So then I clicked on Help and Support but there is nothing that jumps out as diagnostics software or how to find error logs (if they exist). Just info on how to install the printer, configure it etc. Great but I did that about 3 years ago. Now the printer has stopped working.

I looked for Print Doctor can't find it. I see a funky icon that looks like a graph. I thought it was performance data!! Aha, this is the Diagnosis and Fix feature. I click on the Start button. What do I get??? I get an error that the Print Doctor executable can't be found. Is there any useful links or even God Forbid an option to download said software? NO!!! There is a timid OK button. 

I am tired of all the hype about how great AI can be. I won't believe that until SMART software actually provides serious links to problems and makes automated fixes. All the tech companies tout there great SMART software that is actually as stupid as it was in 1990.

[Dragon-Fur]

@tigerg14 

Your ire is perhaps misdirected.

HP Smart for Windows is not dumb - the application is not supported in the latest Windows version, colloquially known as "Windows 2004".

In fact, very little is supported in Windows 2004 - there are known issues with drivers, software, connections, just about anything.  Not just "HP" - all over the place.  The release is still kind of "new".

The update of this magnitude to this latest version of Windows, even if it has not trashed your OS, would normally disrupt installed software.

This means that programs like printer software might stop working.

Options include - and may not be limited to:

• Restart everything - this is unlikely to help but it is certainly a place to start and eliminates "just stuck" connections.
• Download and save a copy of the Full Feature Software (Do not yet install the software)

HP ENVY 7640 e-All-in-One Printer series Full Feature Software and Drivers

• Completely uninstall the printer software (including all references to the printer in Print Server Properties and Devices and Printers).  There are other places to look, too, including AppData in your user account
• -----------------------------------------------------------
• Remove / Uninstall HP Smart - this is an application in Settings > Apps > Apps and Features.  Find a new copy of the software in the Windows Store
• -----------------------------------------------------------
• Restart the computer and log in

• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• After the software is installed, Restart the computer and log in

• ----------------------------------------------------------------------

AND / OR

• If it works at all, the Offline Doctor might be able to help - again, If - remember nothing is really "ready" for Windows 2004...

Offline Doctor V5.0.6

• Download and Save the doctor to your computer
• Open File Explorer > Navigate to the folder in which you saved the file (likely Downloads)
• Execute the doctor – Answer any prompts /  let the process complete
• Restart the computer, log in, and wait for the final steps in the Doctor to finish.
• Check for any difference.

  Version = V5.0.6

  HPPSdr.exe

NOTES – Contributed by ShlomiL

Paraphrased

Use of Print and Scan Doctor Version 5.0.6 creates a secondary queue for printing with TCP/IP port.

Check

If necessary, Adjust the “Default” printing device (Default Printer)

Open Control Panel > icon view > Devices and Printers

Right-Click on the printer NOT marked as “Scan Only / DO NOT DELETE”

Set printer as Default

Example – Printers listed in Devices and Printers

Printer = HP OfficeJet Pro 9020 series PCL-3 <<< Set main printer as “Default”

Printer = Scan Only -HP OfficeJet Pro 9020 series PCL-3 (Network)-DO NOT DELETE

• ---------------------------------------------------------------------------------
• Consider connecting the printer to your network using a TCP/IP port.

Will this solve all problems?  No, but using a TCP/IP port eliminates a bunch of connection issues.

Method – Add printer using TCP/IP

Please try adding the printer using the printer’s IP address

Find the IP Address of the printer on the Printer control panel (touch Wireless button)

Control Panel > icon view Devices and Printers

Click in the top ribbon, Add a Printer

Wait till the menu starts…
Select / Click The printer that I want isn’t listed
Select / Click Add a printer using a TCP/IP address or hostname

Select / Click Next
Device Type > Select in Drop-Down Menu:  TCP/IP Device

Hostname or IP Address > Enter the IP Address of the printer

(Skip Port Name)

Select / Click Next

More information may be needed.

OR

Method - Create TCP IP port

** Install – Optional - Port Issues - Create a TCP/IP port **

TCP/IP can resolve odd connection, scanning, and installation problems.

Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

How-to “Create TCP Port” Contributed by  greenturtle
1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, Right-Click the printer and Left-Click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:
Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

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Reference and Resources – (More) Places to find help, solve problems, and learn how to use your Printer

Printer Homepage – “Things that are your printer”

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

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

HP ENVY 7640 e-All-in-One Printer series

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