Why does HP Smart app keep randomly hiding the advanced settings??

[NateGrey]

For some reason all HP Smart App related advice claims that in order to "Clean Printhead" or "Align Printhead" etc, you simply open the open, select your printer, then go to "Advanced settings" and you will see these options.

I can confirm that of EVERY time I have done this, it has only shown the correct advanced settings ONE time. Each subsequent time I have opened this app, the Tile/Link for Printhead Options has been removed. And no one claiming to be valid HP Support on this entire forum seems to have an adequate answer as to why (I am not the first to have this issue). In fact, most answers from HP support seem extremely generic, as though they aren't reading the questions. I am starting to wonder if HP support are just totally incompetent or if they are using AI Bots to answer forum concerns.

The only workaround I have found is to obtain your printer's IP Address from the app and enter it into a browser URL and adjust settings from there. This response did not come from HP Support. It came from another customer with the same problem...

Does anyone have an answer or a permanent fix for this issue in the app? Or am I going to have to use my raw printer IP address every single time I need to adjust/test Printhead stuff??

[Sneha_01]

Hi @NateGrey,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It’s frustrating when you can’t consistently access the features you need in the HP Smart app. The issue you're experiencing with the advanced settings disappearing can indeed be perplexing. Here are some insights and potential solutions to address the problem:

Potential Reasons and Solutions

App Version and Updates

• Update HP Smart App: Ensure you have the latest version of the HP Smart app installed. Sometimes, bugs and issues are resolved in newer updates. Check for updates in the app store or directly from HP's website.
• Reinstall the App: Uninstall and then reinstall the HP Smart app to reset its settings and potentially resolve any corrupted configurations.

Printer Firmware

• Update Firmware: Make sure your printer’s firmware is up-to-date. Firmware updates can fix bugs and improve compatibility. Check for updates through the HP Smart app or the HP website.

App Configuration

• Sign In and Permissions: Ensure you’re signed into the HP Smart app with the correct HP account and that the app has the necessary permissions to access all features.
• Printer Re-Add: Try removing your printer from the HP Smart app and then re-adding it. This can sometimes reset the app’s interface and restore missing features.

Network Issues

• Network Stability: Ensure that your printer and device running the HP Smart app are on the same stable network. Network issues can sometimes cause features to appear or disappear.
• IP Address Access: While using the printer’s IP address directly in a browser is a valid workaround, ensure that the IP address is consistently accessible and not subject to changes.

App Bugs or Glitches

• Report the Issue: Since you’ve noticed this issue with HP Smart, reporting it directly to HP can help. Provide detailed information about the problem, including the device, app version, and printer model. HP might not always have immediate solutions, but user reports can drive updates or fixes in future versions.

Printer Settings Access

• Web Interface: Using the printer’s IP address to access the web-based printer settings is a viable workaround. Bookmark the web interface for quicker access. This method bypasses the HP Smart app and can often give you more direct control over advanced printer settings.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support