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‎03-13-2025 12:00 PM

HP Recommended
Product: HP OfficeJet Pro 8125e All-in-One Printer
Operating System: macOS 12.0 Monterey

HP customer service reached new depths today.

 

HP smart has an issue on Macs- in my case it crashes within 5 seconds of opening it.

 

After 2 hours on the whatsapp helpline the agent had managed to make the problem worse - my printer would at least print when i started , but would not scan- by the end of the call the printer was dead and unable to do anything except occupy floor space.

I say 'the end of the call' but what actually happened was the agent just left ...no resolution- they literally just ran away when it all got too hard.

 

 

 

I say 

Category:
3 REPLIES 3

‎03-19-2025 10:02 AM

HP Recommended

Hi @JHSWLondon 

 

Welcome to the HP Support Community! 

 

Thanks for posting your query! We're here to help you get back up and running.

 

That sounds incredibly frustrating—not only dealing with the initial issue but also ending up with a completely unresponsive printer after a lengthy attempt at resolving things. 

 

Let’s try to get your HP OfficeJet Pro 8125e back to life and tackle the HP Smart app issue on macOS Monterey.

 

1. Restore Printer Functionality

Let’s start by resetting the printer to get it back to a functional state:

Power Reset: Turn off the printer, unplug it from the power source, and wait for about 5 minutes. Then plug it back in and turn it on.

Factory Reset: If the printer remains unresponsive, perform a factory reset:

On the printer’s control panel, go to Setup > Printer Maintenance > Restore Factory Settings.

Follow the on-screen prompts. Note that this will erase all settings.

 

2. Reinstall HP Smart

The HP Smart crash on macOS Monterey may be related to app compatibility or corrupted installation. Try reinstalling it:

Open the Applications folder and drag the HP Smart app to the Trash.

Empty the Trash to fully remove it.

Restart your Mac.

Re-download the HP Smart app from the HP website instead of the App Store if crashing persists. Some versions directly from HP are optimized for older macOS versions.

 

3. Scan Without HP Smart

If the HP Smart app continues to crash, bypass it for scanning:

Use macOS’s built-in Image Capture app:

Connect the printer via USB or your network.

Open Image Capture from the Applications folder.

Your printer should appear in the device list; select it and scan directly.

 

4. Check macOS Updates

Ensure your macOS Monterey is up to date. Open System Preferences > Software Update to install any pending updates.

Sometimes, HP apps need macOS updates to ensure compatibility.

 

5. Update Printer Firmware

Visit the HP Support page for your model.

Download and install the latest firmware update for the HP OfficeJet Pro 8125e.

 

Click on the link below for instructions on how to update the firmware of your printer.

https://support.hp.com/in-en/document/ish_1776648-1643972-16

 

6. Test Printing and Scanning

After resetting the printer and reinstalling the app, test printing and scanning with HP Smart or Image Capture.

 

 

If this solution hits the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 

 

Take care, and have an amazing day!

 

Regards, 

Hawks_Eye

I am an HP Employee.
Was this reply helpful? Yes No

‎03-21-2025 03:28 AM

HP Recommended

Thanks for the reply.

 

I have now completed all of those steps-twice- and the printer still will not scan unless i use the iphone app which is not really  helpful except it shows that the scan function works, but HP smart does not.

 

 

Was this reply helpful? Yes No

‎03-23-2025 07:25 AM

HP Recommended

@JHSWLondon 

 

We sincerely thank you for your patience and co-operation during this troubleshooting process.

 

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

I am an HP Employee.
Was this reply helpful? Yes No
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