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04-12-2021 09:06 AM
Suddenly I cannot scan or print using my 4 months young Smart Tank 516. It worked perfectly for 4 months. My printer is online and is ready (same as before). BUT now, when I want to scan or print, a window opens to 'sign in' or 'create account'. When I click 'sign in', I get a series of windows. First 'launching HP account' and an empty page opens in my browser and stays empty forever. Then a window 'This can take up to 20 seconds' which changes to 'thanks for your patience' and stays so forever and ever. I close everything after 10-15 minutes. Start all over, and again the same happens, in other words: Nothing! HP customer support is useless. First you are given the run around, going through several pages and then back to the first page again. The chat icon doesn't work. Only the virtual chat icon works which gave me 5 different automated suggestions which I all tried out. No success! The same happens over and over again and over again and over again and over again. Extremely frustrating. In the meantime my brand-new HP scanner/printer is useless. No phone numbers. No humans to chat with. Nothing! Customer service of Apple and Microsoft are 1000x better and more efficient. I really hope somebody in this community can help.
Solved! Go to Solution.
04-12-2021 11:26 PM
Using my iPhone and the HP Smart app, the scanner/printer works perfectly, but after several restarts of my MacBook Air, the same problems occur. I get the opening screen with all options/buttons showing it is connected to the printer and all actions (settings, etc.) function, except the scan and print options do not work. When clicked, I keep on getting the screen to either 'sign in' or 'create account' of which neither work....see previous post what happens.
Anybody can help?
HP has no customer service (except a useless virtual chat), so I depend fully on this community.
04-16-2021 11:46 PM - edited 04-16-2021 11:46 PM
@chaver4u, Welcome to the HP Support Community!
I see that you are not able to print or scan from your Mac. Let us try these steps:
It seems like you are using the HP Smart app. Try using the AirPrint option to print and scan.
Update the printer firmware
Click here to download and install the latest printer firmware from your Mac.
Click here to know different methods of updating printer firmware.
Also, check for any software updates on Mac
Click the Apple icon > About This Mac > Software Update and install any available update.
Install the printer using Airprint driver as shown in step 2 of this document - Printing with Apple AirPrint (Mac)
For scanning, use the HP Easy Scan from the App Store or Apple Image Capture.
Hope this helps! Keep me posted.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
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Have a great day!
I am an HP Employee
04-17-2021 12:10 AM
I should have thought of that using my Mac's built-in Printers and Scanners option.
I did just now, and everything worked fine: printing and scanning.
But, still, I wonder why the HP Smart app on my Mac suddenly stopped working, only for the printing and scanning jobs, while everything else in that app on my Mac works. And the HP app on my iPhone works fine. Absolutely strange.
Anyway, thanks for mentioning the solution and the get-around.
04-18-2021 11:02 PM
Glad to know that the printer is working fine with the AirPrint drivers. If you have already tried reinstalling the HP Smart app from the App Store and the issue persists with the app, please reach out to the HP Technical Support team in your region for further assistance.
You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.
Keep me posted for any other assistance.
I am an HP Employee