cannot connect HP app to HP account

[Iv11111111111]

I recently inherited this printer. I installed the app, made a trial print from the HP App from my Mac, but when I select scan from the HP App, it asks me to register or login to my account. Both options end up in endless "Thanks for your patience" circles of over 30 minutes. 

I created an account from a browser instead but when it asks to add the printer, I need a printer claim code. To get the printer claim code, I need to print the "Web services info" page (like a treasure-hunt!). I managed to get my printer's IP address from the Printer Information Page I printed out. I actually even managed to scan what I had to from the EWS, but I can't print the Printer Information page. (There's no error message, nothing.)

So how do I connect my printer to my HP app account if I can't print the Printer information page to get the printer claim code? And how do I get my HP app give up the circles and allow me log in?

Thank you.

[Jay_G24]

Hi @Iv11111111111,

I'd like to help!

I understand you're stuck on the sign-in screen on the HP Smart app.

Try the below suggestions -

Uninstall HP Smart -

1.     If installed from HP.com please delete from /Users/Username/Library/Application Support/HP Smart. Then delete HP Smart from the Applications folder and reinstall from the Mac App Store.

2.    If downloaded from the Mac App Store please go app store and update the app,

If the issue persists, please remove /Users/Username/Library/Containers/HP Smart/containers.plist and then launch HP Smart from the Applications folder and go through the setup again.

Try updating mac/ios and printer firmware

Try updating mac and printer firmware
 
To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 
 To update Mac, try these steps - How to update the software on your Mac

Install HP Smart from the APP store 

If the issue persists, Add the printer using Apple AirPrint.

1. Connect the printer to the same network that the Mac is connected to, or use a direct USB connection.

   • Wi-Fi connection for printers with a touchscreen control panel: Open the Setup, Network, or Wireless settings menu, select Wireless Setup Wizard, and then follow the instructions to select the network name and enter the password.

   • Wi-Fi connection for most printers without a touchscreen control panel: Press and hold the Wireless button  for five seconds or until the wireless light starts to flash. Within two minutes, press and hold the WPS (Wi-Fi Protected Setup) button on the router until the connection process begins. The printer wireless light stops flashing when the connection completes.

   • Wi-Fi connection for HP Deskjet 6000 and 6400, ENVY 6000 and 6400, and Tango printers: Press and hold the Wi-Fi button  and the Power button on the back of the printer for five seconds until the blue bar flashes. Within two minutes, press and hold the WPS button on the router until the connection process begins. The blue bar stops flashing when the connection completes.

   • Wired (Ethernet) network connection: Connect the network cable to the printer Ethernet port  and to an available port on the router or access point. At the printer port, the green light should be steady and the orange activity light should blink.

   • USB connection: Connect the cable to the USB port on the rear of the printer  and to an available port on the Mac.

2. Open the Apple menu , click System Preferences, and then click Print & Scan or Printers & Scanners.

3. Look for your printer in the Printers list.

   • If your printer is listed, remove the printer before you add it with AirPrint. Click the printer name, click the Minus sign , click Delete printer, and then click the Plus sign  to open the Add window.

   • If your printer is not listed, click the Plus sign .

4. In the Add window, select your printer.

5. From the Use menu, select AirPrint or Secure AirPrint.

   If an AirPrint option is not listed in the menu, select Generic Postscript Printer (preferred) or Generic PCL Printer.

   

6. Click Add to complete the setup.

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Yes" on the bottom right to say “Thanks” for helping

[Iv11111111111]

Reinstalling the HP Smart app helped and I was able to print a few pages, but then I was having problems again. So I continued with the steps to add it using Apple Airprint. I got up to Step 4, but now nothing appears so I can't select anything in Step 4. So it's now worse than before. 

This is ridiculously horrible.

[Jay_G24]

Thank you for getting back to me.

Let's try and troubleshoot the connectivity, follow the below steps to see if that helps -

1.) Remove All Barriers: Certain building materials can get in the way of weaker signals like Bluetooth. Metal, bulletproof glass, concrete, and plaster are particularly bad, and marble, plaster and brick aren’t great easy. So if you’re really struggling with interference, your first step should be to move your Bluetooth devices away from these materials. That means no brick walls between you and your devices, and definitely no metal desks!

2.) Change Router Channel: If you have an Apple router and you’re constantly getting interference with your WiFi, try rebooting it. Upon restart, the station will search for a new channel. Specifically, a different channel than the one your Bluetooth devices is using to communicate. If you don’t have an Apple router, you may need to instead go into your router settings and try changing the channel manually. Experiment with different channels to see which one works best.

3.) Move Closer to Your Router: If you often find that you’re getting interference when talking on a wireless headset while on a WiFi call (you’ll know because you’ll hear static), try moving closer to your router. This will give you a more robust WiFi connection, so the Bluetooth frequency can’t overpower it.

4.) Get Away From Microwaves and Fluorescent Lighting: Both emit frequencies of 2.4GHz, and moving away from them will distance you from the source.

I'd like to know the following to isolate the issue further-

1.) Are the printer and Mac connected to the same network?

2.) Is your router dual-band enabled i.e., both 2.4GHz and 5GHz? If yes, make sure the dual band has different SSIDs for 2.4G and 5G networks.

3.) What is the distance between the router and the printer?

4.) Is there an antivirus software installed on your Mac?

5.) Could you perform a ping test using the Mac Network Utility and let me know the results? Use the printer IP address to perform a ping test, the printer IP can be located by selecting the wireless icon on the printer display.

Perform a ping test to check the connectivity

1.        Obtain the IP address of the printer by clicking on the Wireless icon on the printer

2.        On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box

3.        Check the second box that says Send only > 10 pings

4.        Click on ping > Check the results at the end if any packets are lost

5.        Note: There should be 0% packet loss, share the results in your next post.

The wireless status menu on your Mac should also give us quite a lot of information that would help us identify the issue. You can press and hold option-click the WiFi icon and then use shift-command-5 to take the screenshot. Press the space bar when the icon turns into a camera. Share the ping test results and the screenshot with us.

Also, check with your Internet service provider if your router is able to forward 'Bonjour packets'.  Bonjour locates devices such as printers, other computers, and the services that those devices offer on a local network using multicast Domain Name System (mDNS) service records. The software comes built-in with Apple's macOS and iOS operating systems. 

Hope this helps!

Keep me posted!