WATCH OUT - what support app to best resolve printer issues

[OIOISAVLOY]

Sharing a real frustration with HP products & support  - watch out using HP Smart, the supposed master support tool from HP... WRONG!!!. I could not print word, excel or pdfs from my windows 10 AIO HP PC to my HP Envy printer. Had previously done over many years but had the problem in recent weeks. Called HP twice... First HP support engineer, after 15 minutes, assessed it was an Excel issue ." I can give you the London number for Excel support sir...  She gave me the London Excel Exhibition centre number  😂😂😂😂😂  😡😡. Second call was excellent - HP engineer diagnosed it as a printer driver issue . BUT recommended NOT TO USE HP SMART to download drivers.. she downloaded HP EASY START app to download the printer drivers.. Problem fixed. "Avoid HP Smart".!!!!

[Dragon-Fur]

@OIOISAVLOY 

Welcome to the HP English Community --

True - One agent's expertise and understanding of a given issue might differ from that of another agent.

"One is different from another" is generally true regardless of company for whom the agents work.

I am sorry you did not get what you needed the first time.

It's good that the situation is now sorted.

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-- For others reading -- A bit of clarification --

• HP Smart - What it is and is not
• Microsoft Office file formats
• Full driver printer software
• Easy Start software wrapper to install printer software
• Additional Information:  HP Smart - Windows - Scroll down to Message Content References

To Date

HP Smart application does not support Excel or other Office software formats:

• The HP Smart app cannot print the Excel or any Office software file types

AND

• The HP Smart app cannot install driver software that can print the Excel or any Office file types

The HP Smart application can print an Excel (or other Office) file that has been Exported to PDF format.

HP Smart supports printing PDF format.

Whether HP Smart could / would print the entire cell structure of an Excel Exported to PDF file is something I cannot answer.

To Date

The HP Smart application has never been intended for the purpose of installing full driver software.

It is true that for some printers and some Operating Systems / versions, that there is only limited driver support.  While this is not generally true for any HP Envy Printer model and supported versions of Windows, there are situations where full driver printer software support is limited or even missing.  Sure, in one of those situations, HP Smart might be the only option offered.

The Easy Start wrapper software is generally capable of searching out and installing appropriate app or full driver printer software.  Easy Start does generally require that the printer be connected to the Internet.

If / When you use Easy Start, 

When / If asked to choose which app or software you want to install,

If you want to install the full driver printer software,

Select / Opt for the "Full Driver" -- exact wording might vary.

Depending on the printer model and the Operating System / version, there might be an "Offline" Web Pack that can be downloaded and used to install the full driver printer software without the need for the printer to be connected to the Internet.  See the printer's Home Page > Category Software & Drivers

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Message Content References

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Printer Software 

Full Feature Software / full driver printer software

HP Full Feature Software / Full Driver printer software - supports printing and scanning from the web, printing in in other software and programs (for example, Word), and provides access to the full range of Printing Preferences / Shortcuts.  The full driver generally adds at one, possibly least one, possibly two shortcuts to the Desktop: Printer Assistant, HP Scan Assistant, and/or HP Scan.

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Technology Tips - Video Gallery from our HP Expert greenturtle

 Technology Tips– YouTube Video Help for Printers

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hpsw

HP Smart - Windows - Application - Details / How-to / FAQ / NOTES

HP Smart is an application that supports print and scan for PDF and Photos / Images.

The app is available in the Microsoft Store

OR (same thing)

Open the Homepage / Support Website for your printer

Category Software & Drivers > Section Install HP Smart app to complete setup and support

-- Beware –

Any HP application you install should be sourced from “HP”.

What?  Fakes have been discovered on at least one Mobile App Store –

Check who is providing the application >> “HP Inc.”

If you can’t tell, ask or use the Homepage method to download and install the HP Smart application.

Instructions...

>>> How to Use >>> HP printer setup (HP Smart app)

>>> Terms of Use >>>  HP Smart – formally HP Connected – Services Terms of Use

NOTES: 

• Read the Terms of Use document to understand the conditions of using HP Smart products.  For example, in the HP Smart application, find the link in HP Smart > Settings (gear) > About > Click on the link for Terms of Use
• Read FAQ - including - What are the requirements to set up a printer using the HP Smart app?
• If using VPN >>Disconnect from Virtual Private Network (VPN) connection before downloading.
• Turn on Wi-Fi on your computer or mobile device and connect to your network. If the computer is connected to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during the setup.
• Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.  Source: How to scan with an HP printer > FAQ > Why can't I connect my wireless printer or scan over the network?
• HP Smart requires that you sign into the application using your HP Account credentials.
• When working through a Browser to access HP Smart, be sure you have Cookies enabled.  If cookies are enabled and you are having trouble, clear Cache and Cookies.   And / Or … Try a different Browser – assign that Browser as the Default. (Note:  Chrome not working?  Use / Assign a different default Browser.)
• Where possible, HP Smart benefits (likes) having the Full Feature Software / full driver printer software installed.  For example, full driver provides access to Shortcuts and Printing Preferences.
• “Share” to email – Before using Share, add your sender email address to the standard Windows mail application > New Outlook.

• Document includes the HP Smart application download links for Windows and Mobile devices, plus an FAQ section to assist with questions / issues.
  •  FAQ examples
    • What are the requirements to use the HP Smart app? (OS version requirements)
    • Which printers are compatible with the HP Smart app?
    • Why do I need to sign in or create an account to use the HP Smart app features?
    • Which languages does the HP Smart app support?
  • Older versions of the HP Smart app no longer support the required login feature.
  • Update the application to the latest version to access / use HP Smart

Help Here:  Unable to download and install the HP Smart printer app

and

Check / Update  >> Every device (computer(s) and / or mobile) where HP Smart is installed should be running the latest version of the HP Smart application available for that device platform (Operating System / Version).

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References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

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

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

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Real people who own, use, and support HP devices.