Unable to remove printer from hpsmart.com interface.

[ADzurka]

Team,

I have an old Officejet 6500 listed as one of my printers in my HP Smart application that I no longer own. Every time I try to go to printer options to remove it I get redirected to an add printer screen. Any advice as this is very annoying to see a connection alert on my main screen. 

[Dragon-Fur]

@ADzurka 

Welcome to the HP Community.

If you have already uninstalled the unwanted printer's software from Programs and Features the next step is to remove other  references to the printer.

Check remove the unwanted printer listing(s)

Remove Device from HP Support Assistant

HP Support Assistant Application (Version 9.6.x and newer)

Open HP Support Assistant

If you have not done so, Sign into the application

In the upper right corner, Click on your Account name icon

Open View Profile

Peruse the list

Click the X in Blue Circle in the last column of the device information

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

HP Support Assistant Software (Versions 8.x) in Programs and Features

Open HP Support Assistant

If you have not done so, Sign into the HP Support Assistant

Click on your Account icon (people icon with your name under the icon)

Peruse the list

Click "Edit this device" > Click "Remove this Device" >> Save

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

AND / OR

Remove Unwanted Device from HP Account Dashboard

If you no longer have a particular device (computer / printer), that device can be removed from your HP Account Dashboard.

Open the main HP Account website,

 HP Account - Login / Dashboard

Click and sign into your HP Account,

Click on your account name (upper right)

Tab / Section My Devices

Device(s) listed in rows

Click the X in Blue Circle in the last column of the device information

HP_Account_Dashboard_3

HP Printer Support 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

When the website support page opens, Select (as available) a Category > Topic > Subtopic

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 Helpful = Yes to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[ADzurka]

Hello Dragon-Fur,

Thank you for taking the time to reply to my question. I proceeded to install the HP Support Utility and added my two printers (Office and Basement) and that looks correct. See the first image below. But when launching the HP Smart desktop application the retired HP 6500 still appears (see 2nd image below).

[Dragon-Fur]

@ADzurka 

You are welcome.

One reason the printer might persist is that the printer software - or some component of that software - has not been completely uninstalled.  Check the obvious that is, (re)check for the unwanted printer in Programs and Features and check in Devices and Printers

Another possible reason for "sticky" printer:   

Previous Instant Ink subscription for the unwanted / obsolete printer

The printer reference might persist if that printer was ever subscribed to Instant Ink.   I realize the statement makes little sense.  I believe this "stickiness" is only related to the Dashboard (and not HP Smart).

What else?

Check whether the printer can be made to disappear using "Forget this printer" (HP Smart Windows) OR "Remove Printer" (HP Smart Mobile).

HP_Smart_W10_Main_Menu_4

What else?

Uninstall HP Smart > Restart the computer and log in > "Get" and install a fresh copy of the application.

HP Smart >> Remove / Install Steps

Settings > Apps > Apps and Features > scroll down, find, Click on HP Smart > Uninstall > Restart the computer and log in.  A new copy of the application can be downloaded / installed from the Microsoft Store (formally Windows Store).

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 Helpful = Yes to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[ADzurka]

Thank you Dragon-Fur for the follow-up but unfortunately, that did not help.

[Dragon-Fur]

@ADzurka 

You are welcome.

I don't have any other ideas - as odd as things are sometimes with HP Smart, I've not seen this issue.

Really, something is odd.

Uninstalling the app > Restarting > Installing a fresh copy of the HP Smart app should not just add a printer that does not exist.

My opinion:

The printer should only be this sticky if it was ever part of the Instant Ink subscription (sticks in the Dashboard) OR if there are left over bits of the unwanted printer lurking somewhere in the system.  I would guess (since you did not say anything about Instant Ink) that some reference to the printer is stuck somewhere. 

There is a protected area in Windows where the Printer Control is located - if something odd is going on in that folder hierarchy, there is not way to get to it from the outside.

??

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 Helpful = Yes to say Thank You.

Question / Concern Answered, Click "Accept as Solution"