HP Smart runs in a circle

[PeteC22]

I have the exact same issue.  HP Smart worked well for a couple of years, recently, it began to do the same thing as you stated: click on a function, it goes to a sign into your account or create a new account window - click either choice and it returns to the beginning screen.  This was both with an existing HP Officejet 8720 as well as when I tried to install the HP OfficeJect 9015e.  Strangely enough, HP Smart works on my wife's Dell laptop, and no problems with the android version for my smart phone.  Contacted HP Support twice now...both times they ended up acknowledging a HP Smart problem that would be fixed in one or two days (First time a month ago, second time 2 weeks ago).  Both printers work fine outside of HP Smart, which is too bad as the app is pretty convenient (when it works!)

[Echo_Lake]

@PeteC22

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

• Firstly, let's update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[PeteC22]

I can not do this.  When I try to re-install the firmware it states "up to date" and will not allow re-installation of the current firmware.

[Echo_Lake]

@PeteC22

Thank you for posting back.

Follow the next steps. Uninstall the app from your Windows 10 device through the All Apps list.

1. In Windows, search for and open Apps & features.
2. Click HP Smart in the list of apps, and then click Uninstall.

And, install HP smart app from here: https://support.hp.com/in-en/document/c04675142

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[PeteC22]

The link does not connect to a web page.  I have tried deleting and re-installing from the Microsoft store, however the results were the same.  What is confusing is that the Windows HP Smart App does run on my wife's Dell Windows 10 laptop.  I can't fins a driver issue on this laptop and all Windows updates are in effect.

[8470]

Hello PeteC22:

Been busy with family so I took some time away from the HP Smart problem.  Just getting back to trying to solve this problem.  Anyway, I tried a "Root Uninstall" (as suggested by an expert from the Community) and that solved nothing.  Since HP Smart does operate on the WiFi system using another computer (an HP laptop, BTW), It seems that something in the desktop PC is interfering with the software.  Yet, that particular desktop PC has no other issues that even come close to matching the HP Smart failure.  I'm really stumped and have ended up using the old HP Scan software which works ok, just slow and sort of old school.  Now the printer prints out random sheets of paper with coding at the top (uses the WingDing font--little hearts, faces, etc.) and this happens when the printer is "asleep" and even in the middle of the night.  No, there is no one else attached to the WiFi system, I already checked that.  Really beginning to think I should have purchased another printer brand.  Nothing could be as time-wasting and all-for-naught as this escapade.  I want to install the printer and print.  Too much to ask.  Excuse the vent--I'm fed up.

[PeteC22]

I hear you and understand the frustration!  Twice now HP Support personnel that I've called concluded that it is a Smart App glitch.  Both times...starting over a month ago...I was told the the problem was "known" to HP and would be rectified in "one to two days".  That has not occurred and I've never heard back from HP Support (although they promised to keep me updated).  Like yourself, I have HP Smart app running just fine on another laptop (my wife's Dell).  I have uninstalled and reinstalled the printer drivers and software, I've uninstalled and reinstalled the Smart app.  Nothing has worked.  I've been using HP Smart on this laptop since I bought it well over a year ago, and until mid March this year, it was a very useful app to run my OfficeJet from.  Now neither my old 8720 or new 9015e can be accessed by HP Smart.  I have not had any strange behavior from the printer, and yes, it prints, scans, etc. just fine outside of the HP Smart app.  Unfortunately, the HP Smart app was the most convenient way to control my printer, so not having it operable is to say the least highly disappointing.  There is nothing wrong with my HP Windows 10 laptop, everything else runs as it should and it is completely up to date so I give up.  

[praveenbv]

Hi@8470,PeteC22,

We understand its HP smart app is the default app Microsoft stores that can be downloaded if any issue options are limited 

check for Windows Update & uninstall and re-install HP smart?

Are the option to fix the issue 

We suggest getting full features to request you to follow the below troubleshooting steps

Try these steps to re-install the printer driver - 

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type, and open “Devices and Printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open the run command with the "Windows key + R" key combo. 

7. Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”).

8. Click on the "Drivers" tab.

9. Look for HP Printer driver. If you see it Click on it and click “Remove” at the bottom.

10. Select Ok.

11. Select Apply and Ok on the Print Server Properties windows.

12. Close Devices and Printers Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here.

15. Click on the downloaded file and follow the on-screen instructions.  

Keep me posted. Happy to help!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[PeteC22]

I have deleted and re-installed HP Smart app several times - so it's not that

I will try a complete removal of all HP printer drivers...but one question: Will that cause any issues with my HP+ Account?  When I re-install from scratch, will the 9015e still match my account properly?

P.S. The link to install that you supplied brought me to the HP DeskJet 2630 drivers...I am guessing that was an error as I have the OfficeJet Pro 9015e?  I do know where to find the install for that printer.

[PeteC22]

Follow-up.  I did the complete uninstall step by step as well as deleted the HP Smart app and started from scratch. Same results.  I had to go to HP "Easy Start" in order to re-install the 9015e, HP Smart app still hangs up at recognizing my HP+ Account, then cycles back rendering HP Smart inoperable.