Printer Setup Fails with HP Smart (MFP 2604sdw)

[DaFuzzBun]

After over 2 hours of troubleshooting with HP support (case # [Personal Information Removed]) I am finally able to print from my printer, but not with the HP Smart app. This means, no printing from android and no remote printing.

The setup always fails directly after connecting the device to the local network with the HP Smart app.

How we circumvented this is:
1. Ensure device is has its connection reset and the device isn't currently in an error state (all lights blinking)

1.a. If all lights are blinking, perform a hard reset by unplugging the device for 30 seconds

1.b. If the wifi isn't reset then reset it by powering on the device, holding the "i" button for 3 seconds, then tapping the "Wi-Fi" and "Cancel" button together. The device will reboot.

2. Open up the HP Smart app (a phone or laptop works best). If you already attempted to connect the device you will have to reset the local data on the app or uninstall and reinstall the app.

3. Follow the prompts to setup a new printer and the app will go through its process and connect the printer to the network. As soon as you see "Printer connnected successfully" and a "Continue" button DO NOT continue and close the app.

4. Find the assigned IP address of the printer. You can do this multiple ways, but I find restarting the app and then looking for the printer to be a good method as it will list the IP. DO NOT click on the printer icon though, we just want the IP address.

5. Type the IP address into your web browser (Chrome, etc.). It should be something like 192.XXX.XXX.XXX.

6. Click on the "System" tab and update then click the "Admin" section.
6.a. You will need your PIN # located on the bottom side of your output tray
7. Enter in admin as the username and the PIN # as your password
8. Click on the selection to update your device. Wait patiently, this will take a bit.
9. Go to your PC settings --> Printer --> Add Device --> Add Manually --> Add a printer using IP
10. Type the IP address of the device and follow the prompts.

So all of those steps will work and the printer works fine UNTIL anyone tries to initiate a connection to the printer via the HP Smart app. Then the printer goes back to BS mode and you have to do the steps over again, minus steps 5-8.

Why doesn't HP Smart work with this device and why does it make it go haywire? Any help?

[Nal_NR]

Hi @DaFuzzBun,

Welcome to the HP Support Community. 

I'd be happy to help you! 

Excellent description and a great diagnosis. It is greatly appreciated.           

If you have performed all the steps from the mentioned documents below, and still having issues, then this might require one-on-one interaction via remote assistance over the phone. 

Use Diagnose & Fix in HP Smart

HP setup

For more details. you may refer to this guide. 

Hope this helps! Keep me posted for further assistance.
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