Smart App thinks printer is offline when it's not

[chriswade149]

Hi. I just bought an Envy 5010. Set up via HP Smart app (downloaded to MacBook Pro) failed to connect with the printer wirelessly, so I completed it manually on the printer using a USB cable. Was then able to connect the printer to wifi via the printer control panel. Printer is successfully connected to wifi, on the same network as the Mac, it shows up on the Mac printer list and I can print to it wirelessly from the Mac. However, in the HP Smart app, which is required for scanning, Smart Ink etc, it continuously says "Printer offline". So I can't scan etc. I've followed the help steps, including restarting the Mac, printer and router. I bought it in order to scan things so would appreciate some help getting it fixed. Thanks

[TEJ1602 · Accepted solution]

@chriswade149, Welcome to HP Support Community!

Uninstall the HP Smart App from your Mac Computer.

Restart the computer and then reinstall it.

Try scanning.

If the issue persists, download and install HP Easy Scan from here. 

If in case HP Easy Scan application fails, try using Image Capture to scan.

Apple Image Capture comes with macOS and OS X and provides a quick and simple way to scan.

1. Place the document or photo print side down on the scanner glass, and then close the scanner lid.

   If your printer has an automatic document feeder (ADF), use it to scan multiple page documents at one time.

      CAUTION: 

   Do not load photos in the ADF.

2. Open Finder , and then click Go in the top menu bar.

3. Click Applications, and then double-click Image Capture.

4. Click your printer name in the Devices or Shared list.

   NOTE: 

   If a Software for this device is not installed message displays after you select your printer, click Install, and then follow the instructions to complete the installation.

5. Click Show Details at the bottom of the screen.

   A preview of the scan displays, and then change any of the following settings:

   • Scan Mode: Select the scanning bed or automatic document feeder.

   • Kind: Set scan as color, black and white, or optimized for text only documents.

   • Resolution: Higher resolution produces better quality images by using more dots (pixels) per inch. Higher resolution increases the file size of the scan. Use a higher resolution for scans with graphics or items that require the best detail. If you are scanning black and white text, higher resolution is not necessary.

   • Size: Use a standard paper size or select the Use Custom Size option.

   • Scan to: Select the folder you want scans to save to or use the Mail option to attach the scan to an Apple Mail email message.

   • Name: Type a name for the saved scan file.

   • Format: Select the file type for the scan.

     NOTE: 

     To save multiple page documents or multiple images into a single file, select the PDF or TIFF format, and then select the box next to Combine into single document. This feature is only available with these formats.

   • Image Correction: Click the pop-up menu, and then select Manual to display color change options such as brightness and saturation.

6. Click Scan.

Refer to the document HP Printers - How to Scan (Mac) for additional help.

Let me know the outcome.

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!

[chriswade149]

Thanks, reinstalling the app did the trick

[TEJ1602]

@chriswade149

That's great! Happy to hear that.  

If you need further assistance feel free to reach out to us.  

Have a great day ahead!