Software problem with HP Smart

[1974Malcolm]

I am having problems with the HP Smart (Version 12.6.2 (552)) downlaoded from the App store onto my Desktop iMac (late 2013 model) running the Mac Os Catalina Version 10.15.7. When first downloading this App it took multiple attempts to have it finally be able install the relevenat printer drivers for my new Officejey 8015 printer and when I was finally able to install the printer such that it would show up in the system Prefences window of the Mac and print jobs from other applications (eg: Word) if I tried to use HP Smart to access for example the scanner, when fired up it again had difficulty finding the printer (multiple re-starts needed) and when it did it always reports the printer as being offline and yet the Apps trouble-shooting application can find no problem with printer and as I say it happily works with other applications but of course I cannot access its full functionality (ie: use the scanner) other than through HP Smart.

I subsequently loaded the same version of the App onto my Macbook and everything went without a hitch first time and I can use the full functionality of the printer ie: HP Smart shows it as being on-line).

As much of my scanner work is done with the iMac can someone enlighten me as to why I am having these problems. I have downloaded HP Smart onto the IMac and switched the iMac of and on multiplke times but always the same problem occurs.

Help!!! 

[Jay_G24]

Hi @1974Malcolm,

I'd like to help!

Let's try the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there an antivirus software installed on your Mac?

5.) Could you perform a ping test using the Mac Network Utility and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

Perform a ping test to check the connectivity

1.        Obtain the IP address of the printer by clicking on the Wireless icon on the printer

2.        On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box

3.        Check the second box that says Send only > 10 pings

4.        Click on ping > Check the results at the end if any packets are lost

5.        Note: There should be 0% packet loss, share the results in your next post.

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems. 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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

[RPrimrose]

I have an analogous problem with the HP Smart software. Laptop and HP Envy both connected to same wireless broadband, but despite hours trying to get them to connect (including 105 minutes talking it through with an HP agent who said it sounded like a broadband problem) and trying all relevant suggestions from Jay_G24, I spoke to my broadband supplier (BT) who tested my broadband and declared it in perfect order, but changed the channel just in case. BT opined that it was a software fault with the HP Smart app, and said that there have been similar problems from other users.

Printer will have to be returned - a shame. A functioning printer/scanner is essential to my work and I cannot afford to lose time in what ought to be a simple and speedy process.

[Jay_G24]

I respect your decision.

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

Have a great day ahead!

Please click “Accepted Solution” on my public post 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!

[1974Malcolm]

Hi Jay,

Thanks for your help in trying to sort out this problem for me. Dealing first with your first 4 steps to help: I can best answer them by saying that if I place my macbook right next to the desktop iMac and connect it to the same network port as both the printer and the iMac then it sees the printer as being on-line and its scanning function accessable through the HP Smart app but as far as the iMac is concerned as you can see from one of the screen shots below it is offline and therefore not accessable to drive the scanning function whilst the same screen short shows that the printer is connected according to system preferences and I can certainly print to it from Word.

As far as your questions are concerned:

1. the printer and iMac are connecetd to the same network - BTHomespot QC9

2. As you will see from the info below the router is dual band enabled

3. The printer wifi connection is to a BT-minihotspot (QC-9) which in turn is connected to the router via an ethernet connection that makes use of our house wiring system to connect to the router. As to distance between the BT-minihotspot and the printer it is less than 2ft.

4. Yes I have KasperskyEndpoint Security for Mac v.11.1.0.210a running on both my macbook and iMac

5. The results of the Ping test are appended below:

Ping has started…

PING 192.168.1.234 (192.168.1.234): 56 data bytes

64 bytes from 192.168.1.234: icmp_seq=0 ttl=64 time=1.990 ms

64 bytes from 192.168.1.234: icmp_seq=1 ttl=64 time=2.774 ms

64 bytes from 192.168.1.234: icmp_seq=2 ttl=64 time=2.634 ms

64 bytes from 192.168.1.234: icmp_seq=3 ttl=64 time=2.609 ms

64 bytes from 192.168.1.234: icmp_seq=4 ttl=64 time=2.780 ms

64 bytes from 192.168.1.234: icmp_seq=5 ttl=64 time=2.658 ms

64 bytes from 192.168.1.234: icmp_seq=6 ttl=64 time=2.567 ms

64 bytes from 192.168.1.234: icmp_seq=7 ttl=64 time=31.930 ms

64 bytes from 192.168.1.234: icmp_seq=8 ttl=64 time=2.581 ms

64 bytes from 192.168.1.234: icmp_seq=9 ttl=64 time=2.094 ms

--- 192.168.1.234 ping statistics ---

10 packets transmitted, 10 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 1.990/5.462/31.930/8.826 ms

BT Smart Hub also called BT Home Hub 6

• Next generation Wi-Fi – The Smart Hub uses the latest wireless standard (802.11ac) to deliver the fastest Wi-Fi speeds possible
• Smart channel selection – The Smart Hub automatically connects your devices to the fastest Wi-Fi channel and frequency available
• Smart scan – The router continually checks your network connection as well as its own performance and automatically reboots if there’s a problem
• Dual band – Like many modern routers, the Smart Hub uses both the 2.4GHz and 5GHz bands
• Four gigabit Ethernet ports – The Smart Hub has four gigabit Ethernet ports, so you can use a wired connection for up to four devices
• Seven antennae – The Hub has seven aerials, which is more than previous BT routers
• LEDs can be switched off – The little things matter, and not all of us want a display of blue lights constantly flashing in the corner of the room

I hope all of this helps with troubleshooting and finding a solution to this irritating problem that is preventing me from making full use of my recent HP printer (HP8015) purchase.

I look forward to receiving your response.

[1974Malcolm]

Jay,

I responded to your message with the additional detail requested on 16 april but have heard nothing more from you or anyone else at HP and I still have the problem with my iMAC although I can drive all printer functions form HPSmary insatlled on my Macbook pro. However the macbook is not my workhorse machine and used mainly when travelling so I really would like to tyr and get to the bottom of this problem.

Hope to receive a response.

Malcolm