Support Assistant can't see one of my devices.

[tjhuot]

I had to reset my PC to factory. When I logged in, and brought up Support Assistant, one of my printers was supposed to have an update. I could not get the update to work so I removed the printer from SA. I then tried to reinstall it and I got the message that it was already added. I cannot see it in SA on the app or on the web.

[A_Gayathri]

Hi @tjhuot ,

Welcome to The HP Support Community.  

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

I understand you're experiencing some issues with HP Support Assistant not recognizing one of your devices, specifically a printer, after resetting your PC to factory settings. 

Here are a few steps you can try to troubleshoot the problem:

• Restart HP Support Assistant: Sometimes, simply restarting the HP Support Assistant application can resolve minor issues. Close the application completely and then reopen it to see if the device appears.
• Check Device Manager: Go to Device Manager on your computer and see if the printer is listed there. If it's listed and appears to be working properly, then the issue might be with the HP Support Assistant itself.
• Update HP Support Assistant: Make sure you have the latest version of HP Support Assistant installed on your computer. Sometimes, older versions can have compatibility issues with certain devices. HP Support Assistant
• Reinstall HP Support Assistant: If updating doesn't work, you may want to consider uninstalling and then reinstalling HP Support Assistant to see if that resolves the issue. HP PCs - Using HP Support Assistant (Windows)
• Check Printer Connection: Ensure that the printer is properly connected to your computer via USB or network connection, depending on the printer model. Sometimes, if the connection is loose or faulty, the device might not be detected.

Refer to this document:  HP Spectre 15-eb1 x360 Convertible Laptop PC IDS Base 

I hope this helps. 

Take care and have a good day.

Please click “Accepted 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!

[tjhuot]

Believe it or not I already tried every one of the steps you suggested. The last time I tried to add it, I got the message that this particular printer was registered to a different account. Also of note. The printer shows up fine in HP Smart. It also works fine. I am at a loss as to what steps I might take next.

Printer Serial Number TH2A5581JW

Name HP27A956 

Product Number 1G5L3A

[A_Gayathri]

Hi @tjhuot ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that  This needs one-on-one interaction  I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

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