Unable to download HP smart, initial downloaded Hp smart could not find my printer

[Smart_Karma]

Hello! I own HP Officejet Pro 9015 All-in-One Printer, Product1KR42A, SerialTH07P760XM.

On Windows 11, I had HP Smart initially installed which when tried opening could not connect the printer.

So I Uninstalled HP Smart APP from my windows.

Printer shows Power is on and Internet Wi-Fi is connected good.

From Printer I am able to scan the document. The page that is being downloaded to my computer is in .jpeg format. And .pdf is not working as some insecure website is opening up which is scanning document from my HP printer, scanning and converting to pdf but not downloading to my computer so I cannot get pdf version. When I try to reinstall HP Smart APP, the app says "Queued" and shows "as if" installing but nothing is actually happening. What is it queuing for? I don't have any other apps being downloaded that it says "Queued"...!!

[Hawks_Eye · Accepted solution]

Hi @Smart_Karma 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand how frustrating it must feel when the HP App refuses to reinstall and only shows “Queued,” especially after you’ve already tried uninstalling and reconnecting your printer. Thank you for carefully checking the Wi-Fi connection and testing scanning—that shows great effort. 

Let’s go step by step to clear the queue and get the app working again so you can scan directly to PDF without relying on insecure workarounds:

Clear Microsoft Store Queue

• On your Windows 11 computer, open the Microsoft Store.
• Check the “Downloads and updates” section.
• If the HP App shows as “Queued,” cancel the download.
• Restart your computer, then try downloading again.

Reset Microsoft Store Cache

• Press Windows + R, type wsreset, and press Enter.
• A blank window will appear for a few seconds, then the Store will reopen.
• This clears any stuck downloads and refreshes the installation process.

Check Storage and Updates

• Ensure your computer has enough free disk space.
• Run Windows Update to make sure the system is current, as pending updates can block app installations.

Reinstall HP App

• After clearing the queue, open Microsoft Store again.
• Search for the HP App and reinstall it.
• Once installed, open the app and add your printer using Wi-Fi.

Verify Printer Connection

• On the printer’s control panel, print a Network Configuration Page to confirm the IP address.
• In the HP App, add the printer using that IP if automatic detection fails.

Scan to PDF

• Once the HP App is working, use the “Scan” option and select “Save as PDF.”
• This will save the file directly to your computer without routing through any insecure websites.

You’ve already done the right checks, and with these steps the installation should move past “Queued” and allow you to use the HP App properly. Once reinstalled, you’ll be able to scan directly to PDF with ease.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[New_me]

Hello Hawks_eye!

Thank you so much for such a DETAILED response..!

Sorry for taking few days to get back to you. I just sat today again to figure this out.

I did open Microsoft Store as per your advised and clicked "Download" button which worked well without me having to clear any cache or refresh anything. Last time I do remember clearing cache and yet only "queued" kept showing up and nothing was happening. I am glad no issues there this time.

I checked IP Address and connections on HP Printer Panel and all looked good.

Then I opened the App (after installation), and I tried to scan and again it read "unable to scan /find the printer" then I further read YOUR instructions and figured AHH I had to ADD my printer in the HP Smart App. 

Then it was a breeze...! It is working just fine now.

Many Thanks to you..!

Have  a Wonderful day..!

Smart_Karma

[Hawks_Eye]

Hi @Smart_Karma 

That’s fantastic to hear—you really worked through the steps methodically and nailed the solution. The way you retraced the instructions, checked the IP, and realized you needed to add the printer in HP Smart shows great troubleshooting instincts. Once the app was properly installed and the printer added, everything fell into place smoothly, and now you can scan directly to PDF without those insecure detours.

I appreciate how you took the time to circle back after a few days and share the outcome—it’s always rewarding to see persistence pay off. You’ve essentially built yourself a reliable workflow for your OfficeJet Pro 9015, and now future scans should be effortless.

You're awesome, and I'm honored to have been your go-to guide! 😊

Stay fantastic, and have an amazing day ahead! 

Regards, 

Hawks_Eye