Unable to Reach Your Printer

[JobLot]

Just trying to set up my new printer and I keep getting this error message AFTER I connect it to the wifi and it wants to take me to the next stage of setup. I've tried all the troubleshooting - turning off/on my printer/app/wifi and tried the app on an alternative device.

Very frustrating, particularly at it was advertised to have "self healing wifi" whatever that means!

I've tried for the umpteenth time and just got a different error message - "We're sorry something went wrong. We're having a technical issue with your HP Smart setup session..."

Any help? I'm tearing my hair out!

[Gaya1239]

Hi @JobLot,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Product. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

I hope this helps! Keep me posted. 

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!

[JobLot]

Thanks, it is a Smart Tank 7005.

I managed to contact support yesterday and they took me through resetting the WiFi and drivers in several different ways. They couldn't figure it out!

[Gaya1239]

Hi @JobLot ,

Thank you for your reply

I understand you're experiencing quite a frustration with setting up your printer. Let's try to troubleshoot this step by step:

• Restart Everything: Make sure to turn off your printer, smartphone, and router. Then, turn them back on after a minute or so. Sometimes, a simple restart can resolve connectivity issues.
• Check Network Settings: Ensure that your printer is properly connected to the Wi-Fi network. Double-check the network name (SSID) and password you entered during setup.
• Firmware Update: Check if there are any firmware updates available for your printer. Sometimes, updating the printer's firmware can resolve compatibility issues and improve performance.  Update the firmware on an HP printer
• HP Smart App: Make sure you're using the latest version of the HP Smart app on your smartphone. If not, update it from the respective app store (Google Play Store for Android or Apple App Store for iOS).  HP printer setup (HP Smart app)
• Forget and Reconnect: Try forgetting the Wi-Fi network on your printer and then reconnecting to it again. This can sometimes clear up any network configuration issues.
• Factory Reset: If none of the above steps work, you may need to perform a factory reset on your printer. Refer to your printer's user manual for instructions on how to do this.

Refer to this document:  HP Smart Tank 7005 All-in-One User manual 

Printer setup guide for HP Smart Tank 7005 All-in-One

'We're sorry, something went wrong' error (EBS00P0004)

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!

[JobLot]

I've tried resetting everything including the router and factory resetting the printer.

I can get through the WiFi setup process and even print a test page. But when I come to print a document (after removing and re-adding the printer as a device on my MacBook) it simply says "waiting" or "paused" in the print centre menu and nothing happens. Eventually it then says the printer is offline.

[Gaya1239]

Hi @JobLot,

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!

[JobLot]

Thank you, your private message suggested to call support which I did yesterday.

I think I've narrowed the issue down to airprint as I have been able to now print via the HP app after turning off 5GHz on my router. But the issue with printing from other apps persists. My firmware is up to date and I have ensured airprint is turned on in my printer settings.

Do you have any other suggestions given the information above?

[Rachel571]

Hi @JobLot ,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one-on-one interaction to fix the issue via remote assistance. 

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support