Thanks for Waiting screen never changes after many minutes

[bryanlogie]

Went to setup printer.  Went though startup screens (Selected HP Smart), signed into account. Installed. Got a screen that said I didn't have the current software that I just installed.  Installed HP Scan and Support Doctor.  Went to Fix Scanning. Got a screen that said I didn't have the current software that I just installed again.  Selected Get Installer.  Selected INSTALL which told me to Install/Open, then launch. That opened HP SMART.  I clicked SCAN and signed in AGAIN. Then back to the spinning "Thanks for Waiting Screen".  Went to virtual agent and did every step, including uninstalling every HP thing on the computer and stated again to get the same result.

[greenturtle]

Hi,

Thanks for using the HP Support Community.  

Can you download and install the HP FULL Solution Software for your operating system:
https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-envy-photo-7800-all-in-one-printer-ser...

Once you have downloaded and installed the FULL feature software, you will be able to print and scan.

These resources will be useful:

https://www.youtube.com/watch?v=QQDg9R-o1zU

https://www.youtube.com/watch?v=L8ix82vKEqc

https://www.youtube.com/watch?v=gTzpBommcuw

Hope that helps.

[bryanlogie]

Software said it loaded fine.  Started HP Smart and logged in.  Got to the "Thanks for waiting" screen.  Went shopping for 3 hours.  Still on the "Thanks for waiting" screen when I got back.

[Dragon-Fur]

Apologies for jumping in unannounced.

@bryanlogie 

@greenturtle  has asked that you install the Full Feature Software / full driver printer software.

The full driver printer software is different from the HP Smart application.

Could be you have done so - I might have just missed the obvious.

IF you have not done so,

Consider installing the full driver software.

Will installing the full driver printer software make a difference to the sign-in to the HP Smart application?

Maybe not - but it does get you to a point where you can print / scan using your printer using other software / scan applications.

What else?

After you install the Full Driver printer software,

Change the printer connection type to TCP/IP

Method - Create TCP IP port (InkJet Printer)

Find printer's IP /  IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on Printer Control / Display Panel

Control Panel > icon view > Devices and Printers

 Right-Click on the printer > Left-Click Printer Properties

 Select Tab Ports  > Add Port

 Select Standard TCP/IP Port > New Port and follow the wizard.
 Use / Enter IP address for the printer.

Example - How-to “Create TCP Port” Contributed by greenturtle

Video:  Create & Use TCP IP port
“Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port within the Ports tab (in Printer Properties)”

=================================================================

What else?

Next,

Uninstall HP Smart from Settings > Apps > Apps and Features

Restart the computer and log in

"Get" a new copy of the HP Smart Application from the Microsoft Store

Open the newly installed HP Smart app and try to sign-in.

Will that work?

Maybe.

BTW - Signing into the HP Smart application takes a few seconds (maybe up to 20 seconds - maybe a little longer?).

If it hangs endlessly, for example, three minutes to three hours will not make a difference to the result.

=================================================================================

References / Resources

==============================================================================

The full driver provides the foundation on which other programs and printing software depend.

Preparation

If you have not done so,

In addition to the HP Smart application,

Install the Full Feature Software / full driver printer software for the printer.

HP Smart and other print software / applications benefit from having the full driver installed.

Printer Software Check

Notes

If the full driver printer software is installed, you will see the printer listed in Control Panel > icon view > Programs and Features.

The installation of the printer software adds two shortcut icons to the Desktop.

The Printer Assistant is named for the printer and provides access to Print , Scan , and Tools

HP Scan is named for itself and provides a direct call to the HP Scan software.

Programs_and_Features_Printer_Desktop_Icons_4

Next...

Printer software not installed - OR - (still) installed but not working?

NOTE:  If the printer software shows installed but is not working as expected,

Uninstall the printer software from Control Panel > icon view > Programs and Features

Restart the computer and log in

Reminder:  If using USB, disconnect the USB printer cable between the printer and the computer before installing software.  (Re)Connect the USB cable when instructed to do so near the end of the installation procedure.

Install a fresh copy of the Full Feature Software / Full Driver printer software

Restart the computer and log in

Method - Use the Easy Start Wrapper to Install the Full Feature / Full Driver Software

For printers that support the option,

Use the Easy Start wrapper to install and configure the printer software.

• Home Page - HP Easy Start 
• Open Category Software and Drivers 
• Topic: Software-Utility 
• Download-and-Save  the current version of the Easy Start wrapper to install your print software 
• If using USB:  Disconnect the USB cable between the printer and computer before installing the software.

• Right-Click on the downloaded package and "Run as Administrator" to start the installation

• When asked, Select to install the “Full Driver” / “Full Feature Software”
• If using USB:  Connect the cable when instructed to do so (near the end of the installation process).
• After the software is installed, Restart the computer and log in.

Notes >> Easy Start... The Journey

1. Full Administrator Rights are required to complete the HP Software installation.
2. About 2/3 of the way through the setup, you will be given the opportunity to select the software - select the "Full Driver" set (as opposed to the basic driver or other application).
3. You can skip / ignore suggestion(s) that you add the HP Account – you’ll need the account at some point, for now, you can skip this suggestion (as many times as it insists it’s a good idea) during the full driver software installation.
4. If you see it, you can skip / ignore suggestion(s) regarding Instant Ink subscription.  Instant Ink subscription is NOT mandatory.
5. Full driver includes print and scan functions supported by your printer and provides the printer features on which other applications / software might depend.

=================================================================================

HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

Open Product Home

Enter the type and name of your HP device

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[bryanlogie]

I appreciate all the effort, but none of that worked.  I have tried every solution mentioned and have spent hours trying to get this to work.  I have uninstalled and reinstalled over a dozen times.  I can get to the following screen, but when I try to do anything it tells me I need new software which puts me in a loop again.

[Dragon-Fur]

@bryanlogie 

Too bad of course - at least all the checking eliminates some of the possible causes...

We do not have any metrics on this type of issue - that just means, the cause of the problem is not a data point we can pull from the symptoms.

If you have not done so,

Try / Consider

Restart everything, including your router

Why?  The balky sign-in is a perhaps communication error of some kind.

Although Restarting everything might not make a difference - it might actually fix it.

When you shut down everything, wait two minutes or so before rebooting (router first, of course).

Decide...

What else?

Out of ideas for the moment.

So...

Use other Scan software that does not require that you sign into the software to use it.

For example,

HP Scan and Capture

Available from the Microsoft Store (formally Windows Store) - Requires Windows 8 or higher

Download-Save-Install   HP Scan and Capture

 Description

HP Scan and Capture is a simple and fun application that captures photos or documents from any* HP scanning device or your computer's built-in camera.  These images can be previewed, edited, saved, and shared to other applications.

* NOTE:  The correct HP drivers for your scanner must be installed from HP's Support Website.

Click Start (windows key) > Open the All Apps List > scroll the list 

Open Category HP

Find and open the HP Scan and Capture application

Optional

Right-Click on the application and PIN to Start

What else?

Application controls / options

Settings > Apps > Apps and Features

Scroll / Search for HP Scan and Capture

Left-click on the App for options associated with this app.

If available, Click Advanced for additional controls.

Windows Scan – Microsoft Store (formally Windows Store) - Requires Windows 8 or higher

• “Get” the application from the Store >  Windows Scan

Possibly

Webscan – located in the Embedded Web Server (EWS) – No additional software

NOTE:  Webscan feature  is not available on Laser printers

If the printer is on the network,

If the EWS feature is available on your printer,

First Time Use Only:  Enable Webscan

• Open your favorite browser > type / enter Printer IP address into URL / Address bar
• Tab Settings > Security > Administrator Settings > Enable >> Check box next to Webscan
• Click Apply to save any changes

Use Webscan

• Open your favorite browser > type / enter Printer IP address into URL / Address bar
• Tab Scan > Webscan 
• Set up Webscan the way you want it - for example, set the Source to ADF
• Click Start Scan to scan your document / image using Webscan
• After the scan is complete, Save the scan to your computer.

Paint (mspaint)

Older software – not brilliant – does work for scanning images.

• Open  Paint
• Optional >> Expand the “white background” area to a size to accommodate your data.  If unknown, try 1300x1300
• File > Select “From Scanner or Camera”

Perhaps VueScan - this is third part "purchase" software (there MIGHT be a free version of trial).

Word "on the street" is that VueScan works quite well and works with almost any printer.

I tried the "free trial" years ago - seemed nice - I did not purchase it...

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[bryanlogie]

Tried something new.  Started Print and Scan doctor and selected printing problems instead of scanning.  Gave me a diagnostic window with RED for device status, but I can print from any other computer and IPAD with no issues.

[Dragon-Fur]

@bryanlogie 

Edits / Update - Add "All the Bits" > including Remove Section

Device error is another communication error, I think.

Can you scan or even print using any Scan or print software (for example, those suggested)?

One consequence of using the HP Scan and Print Doctor is that the doctor might attempt to remove / reinstall the software.

This is not bad - it is just something of which you need to be aware.

For example, if you manually load the software (using Easy Start Software wrapper), Restart, and then run the Doctor software, the doctor might will uninstall and reinstall the software all over again.  Not always bad, of course.

What else?

Printer Software – Blocked in Security Software

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

===========================================================================

What else?

"All the Bits"

If you have not done so, crawl though the complete removal of the printer software, including the "Check and Remove" section outlined below.

Uninstall Existing Printer Software (Full Feature Software)

Control Panel > icon view > Programs and Features >

Find / Select > Uninstall the printer software

Restart the computer and log in

If software will not uninstall, appears to be removed and it “still hanging around” after you uninstall / Restart...

Microsoft:  Fix problems that block programs from being installed or removed

OR

Revo Uninstaller (Free version)

then

Restart the computer and log in

Check and Remove Section

Reminder: After all checks > Restart the computer and log in

Check / Remove - Printer Drivers – Lurking in Devices and Printers

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

(Top Ribbon) Click Print Server Properties > tab Drivers

Select each unwanted entry > Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

Check / Remove – Printer folder/files in C:\ ProgramData

Open File Explorer > Navigate to C:\ProgramData > Open folder Hewlett Packard

Delete any Printer related folders / files

Check / Remove - Printer Software – Lurking in the Device Manager

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Check / Remove  - Printer Software – Lurking in the User Account

Clear HP / files in Temp folder

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (Ignore files that cannot be removed)

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Manual Queue Reset

Details…

Control Panel > icon view > Administrative Tools > Services

Scroll down, find, Right-Click, and Stop Print Spooler Service

Open File Explorer (formally Windows Explorer)

Navigate to the folder and Delete the files from folder C:\Windows\System32\spool\PRINTERS

Back in Services …

Start Print Spooler Service

End Check and Remove Section

After all checks are completed > Restart the computer and log in

======================================================

After stripping out the printer software - Restart and log in > Reload / Install the full driver...

===========================================================================

What else?

Worth a quick check...

Odd errors...

Printers / Printing:  Full Driver printer is installed

Selecting to Print Documents -  HP Smart issues a warning that the software is not installed

Installation - HP Smart won’t install or complains of a “Public Network” setup

Places to check

1.  Make sure your Network Profile is set to Private
2. Ensure Network Discovery / Printer Discovery is switched on in the Private Profile setup
3. Printers >>> Right-Click and Remove printer > wait a few seconds > Add a printer in Devices and Printers

Details

1 >>  Private / Public - Stuck on Public Network and Windows cannot switch / stick the setting

Normally, in Windows:

In Taskbar > Click on Wireless icon > (at the bottom of the list) Network and Internet Settings

Click on Connection type (in list) > Properties > Switch from Public to Private

Wait!  What if? 

Security software might be  in charge of this setup!

Check your Security software – find and set the Profile to Private (as opposed to Public)

2 >>  Switch ON Network Discovery and (Printing) Printer File Sharing

How to Verify / Switch on / off Network discovery and File and Printer sharing

Control Panel > icon view > Network and Sharing Center

Change  advanced sharing settings >

Beneath Private (current profile) >

Network Discovery

Select (Switch ON   (Off = UNCheck) Turn on network discovery

Check / Switch ON  (Off = UNCheck) Turn on automatic setup of network connected devices

File and printer sharing

Select / Switch ON  (Off = UNCheck) Turn on file and printer sharing

HomeGroup Connections

Select / De-Select Allow windows to manage homegroup connections (recommended)

Save Changes

3 >> Printing – Remove / Add-a-printer in Devices and Printers

Control Panel > icon view > Devices and Printers

Right-Click on Printer > Remove Device

Wait a few seconds…

Along top ribbon in Devices and Printers > Add Printer

The printer I want isn’t listed…

Add the printer using the IP - TCP/IP address

Partial Example

Method – Add printer using TCP/IP - IP Address

Please try adding the printer using the printer’s IP address

Find the IP Address of the printer on the Printer Control / Display Panel (touch Wireless button)

Control Panel > icon view Devices and Printers

Click in the top ribbon, Add a Printer

Wait till the menu starts…
Select / Click The printer that I want isn’t listed
Select / Click Add a printer using a TCP/IP address or hostname

Select / Click Next
Device Type > Select in Drop-Down Menu:  TCP/IP Device

Hostname or IP Address > Enter the IP Address of the printer

(Skip Port Name)

Select / Click Next

Continue and answer prompts

===========================================================================

What else?

Not sure.

There is an uncommon issue that can surface in your router (depending on the router and its software) that involves a Mis-matched "Pair" of the IP address and the MAC address for the connected device.

If present, a "mis-matched" IP / MAC address pair setup in the router can prevent the driver from installing and can result in other spurious printer device errors.

This "mis-match" might be the result of having previously used an assigned IP (static IP) setting with a different printer device.  It is unlikely the issue this time - might be worth a quick check.

If you cannot find IP and MAC pair information in your router setup, the router is either unaware of any such issues or does not support the feature.

===========================================================================

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[orangefreddie]

I have the same issue. Why HP would restrict its users from scanning without logging in is madness. Looks like this goes back to Costco, and I buy the competition. Sorry HP. Make reliable software so I can actually use the printer I paid for.