Smart Security status not available

[Jeroen76]

I have set up my new HP LaserJet Pro MFP 3102fdw Printer. Everything is working properly and I have connected it to HP Webservices. Print Anywhere works also, but on the HP Smart Admin site, it says” Connected”, “Ready to print” and below that there is an orange shield with an exclamation mark in it, and the words “Attention required”. The Smart Security is not working properly. It is turned on, but below that there is a text saying “Security surveillance not available. The Smart Security status cannot be loaded due to an unexpected error. Try again later”. And below that, under “Security settings”, it says “Cannot load data. Connect your device to the network and try again.”. I have tried everything, but I cannot get it to work. But the printer is properly connected to the network. I can print, scan to e-mail, scan to network, use the EWS and everything. How do I solve this?

[Sneha_01]

Hi @Jeroen76

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're encountering an issue with HP Smart Security on your HP LaserJet Pro MFP 3102fdw, where the system cannot load the security status or settings correctly. You've already confirmed that the printer is properly connected to the network and functions as expected for printing and scanning, but the Smart Security feature is not fully operational, and you're seeing the "Attention required" message.

Here's a step-by-step guide to try and resolve the issue:

1. Check for Firmware Updates

Sometimes, issues like this can be related to outdated firmware. Ensure your printer is running the latest version of the firmware.

• Update Firmware:
  1. Visit the HP Support website.
  2. Search for your printer model (HP LaserJet Pro MFP 3102fdw).
  3. Download and install the latest firmware available.
  4. Once updated, check the HP Smart Admin site again to see if the Smart Security status is now available.

2. Check Network Connectivity

The message “Cannot load data. Connect your device to the network and try again” suggests a potential issue with the network connection, even though the printer appears to be connected.

• Check the Network:
  • Ensure that the printer is connected to the correct network, especially if there are multiple networks (e.g., 2.4GHz and 5GHz bands). If possible, try switching the printer to the 2.4GHz network.
  • Check the IP address of your printer (via the Embedded Web Server - EWS) and ensure it is reachable from your computer or device.
  • Verify that your printer and device running HP Smart Admin are on the same network and subnet.

3. Restart the Printer and Router

If there are any network issues affecting communication between the printer and the HP Smart Admin site, restarting the devices can often resolve these.

Power Cycle the Printer:

1. Turn off the printer.
2. Unplug the printer from the power source.
3. Wait for 30 seconds, then plug the printer back in and turn it on.

Restart the Router:

1. Power cycle your router by turning it off, waiting for about 30 seconds, and turning it back on.
2. Wait a few minutes for the router to fully reboot and reconnect your devices.

4. Re-enable or Disable Smart Security

Sometimes toggling the Smart Security feature off and then back on can help resolve issues.

• Disable and Re-enable Smart Security:
  1. Go to the HP Smart Admin site.
  2. Turn off Smart Security (if possible) and save the changes.
  3. Wait for a few moments, then turn Smart Security back on.
  4. Check to see if the error persists.

5. Check HP Web Services (or Re-enable Web Services)

It’s possible that the HP Web Services feature, which Smart Security relies on, needs to be re-enabled or reset.

• Reset HP Web Services:
  1. On your printer’s control panel, go to the Setup menu.
  2. Navigate to Web Services.
  3. Disable Web Services (if enabled).
  4. Wait a few moments and then re-enable Web Services.
  5. After re-enabling, check again to see if the Smart Security status updates correctly.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Jeroen76]

Dear Rachel,

Thank you for your tips. I’ve tried almost everything you said, but unfortunately the problem persists. The only thing I couldn’t do was disable and re-enable the Web Services. The menu on my printer display does not have that option. However, in the EWS there is an option to “Reset Web Services”, so I did that (a couple of times, in fact), then rebooted the printer, but still no success. Interestingly, in the Webservices settings menu, when I select “Print info page”, it doesn’t work either. 

I’ve also tried using an ethernet-connection instead of WiFi tonight, to eliminate all possible network issues, but as I said: I’m still having the same issue.

Any more ideas about how to solve this?

[Jeroen76]

No one? My problem is still not solved…

[Sneha_01]

Hi @Jeroen76

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[Daniel-1987]

Hi @Sneha_01,

I'm having the same issue with my HP OfficeJet Pro 9730e printer. The previous steps didn't work for me either. Did you find a solution?

Daniel

[Jeroen76]

Unfortunately to this day the problem has not been solved…

[Hawks_Eye]

Hi @Daniel-1987 @Jeroen76 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Take care, and have an amazing day!

Regards, 
Hawks_Eye