remote printing issue

[Lany_b]

Help please!! I was using a HP printer on my home office and it worked beautifully and I was able to print when logged in remotely no issues. Fast forward to last week I purchase a new HP printer the 9730e and cannot get it to do the same. It did work for a bit but then (my bad) I asked my IT person to investigate why the second paper tray was not an option when printing, he logged in and did more harm than good because now I can no longer get it to print. I have tried HP support for days and getting nowhere today I was told by someone in support that it was not possible, lies because it did work for me last week. I badly need a resolution to this issue, any thoughts???? TIA

[Dragon-Fur]

@Lany_b 

First, please read and heed our public service announcement -

Welcome to the HP English Community --

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<< Warning - Read >>

- HP Community cannot make use of Private Information -

- The HP Community is a public website -

- Please do NOT post serial numbers, email addresses, full names, addresses, case numbers --

Do not trust Tags or Links added to Community Posts by new members that direct you to contact a phone number, email, chat, or social media.

HP Support does not make use of Community "Tags" or "Call us" links from new members.

HP Support does not free post support phone numbers as usernames nor does HP Support free post Chat links.

Your computer is not full of bugs.

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The following includes an overview Remote Printing and this printer and an example of the Printer Tray options.

Were you using Print Anywhere to print remotely to your printer?

Why asking?

The printer supports Print Anywhere for remote printing --

Print Anywhere is a new tech replacement for the old ePrint software of years past.

Unlike ePrint, Print Anywhere requires one of two things:

• The Printer must be HP+ eligible, the HP+ contract must be accepted and enabled
• The printer must be configured to use Print Anywhere
• Print Anywhere is accessed from withing the HP Smart application

OR

The printer must be one of the few non-HP+ models that supports Smart Advance. 

• Smart Advance provides access to the premium features normally only available to HP+ contracted / enabled printers.

What if?

Ask if you would like additional information on HP+ and its features.

As always, if you are not familiar with the contact / service, read first - then decide.

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Side Bar

True - Unless you told the Support representative that you have accepted the HP+ contract and have enabled the premium services that are part of the upgrade, he might not have been able to confirm that remote printing is supported for this printer.  The distinction is only worth mention in that the support answer might not have been "lies".

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Next,

For the sake of the answer,

The easy check ---

If Web Services was switched off while the Tech was working in the Embedded Web Server (EWS),

then

Yes - Losing Web Services might cause trouble with anything requiring the printer to be connected to the Internet.

Yes, It's possible that even if you are using Print Anywhere and you have it configured correctly, that something might not be working as expected -- Perhaps tell us a bit more about how Print Anywhere appears to be failing.  ?

Easily said, not easily lost --

Web Services is not generally something subject to being accidentally switched off.

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Network > Advanced Settings > Web Services

Example - EWS - Network > Advanced  Settings > Web Services

EWS_9135_Network_Advanced_Web_Services_1

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What about the Tray options?

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Section Paper > Trays > click on Tray to configure

Next (as available)

Section Print > Default Print Options > Select default options / tray

Examples - EWS - Tray and Paper / Default Print Options

EWS_9135_Tray_and_Paper_8

EWS_9135_Print_Default_Print_Options_8

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Message Content References

 User Guide - HP OfficeJet Pro 9730e Wide Format All-in-One Series

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

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

HP OfficeJet Pro 9730e Wide Format All-in-One series  

Thank you for participating in the HP Community --

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

Click Yes to say Thank You for the help !

Question / Concern Answered, Click my Post "Accept as Solution"

[Lany_b]

Ok so perhaps I was not clear enough on this I am using the print anywhere and the printer accepts the remote print job shows on the small screen that it is printing but does not print. I was able to access the printer through a browser so thank you for that info however when I go into printer queue I get an failed error saying wrong or unsupported file format and it is a simple word doc I am trying to print....

[Dragon-Fur]

@Lany_b 

You are welcome.

-- For those reading - Print Anywhere --

Print Anywhere allows you to send a print job to your printer from anywhere. For more information, go to Print Anywhere with the HP Smart App.

Section FAQ - Will the job print if you Export that file to PDF and send that?

Consider / Try

Restart the printer and devices (computer(s), tablet(s), phone(s)).

Next,

Open HP Smart - Check for the "Ready Status" and the green cloud icon next to the printer

Try again to configure and send your job.

What else?

For the purpose of moving forward,

Export the Word document to PDF

Send the PDF through Print Anywhere

What else?

 “HP Smart / HP Connected” - Printers added to ePrint / Print Anywhere

Management / Options

HP Smart / HP Connected

Note:  Website might take 1-10 seconds to open

Click Flag to switch to your region

Check that Private Pickup is not enabled.

HP_Smart_Connected_HP _Printer_Options_3

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Message Content References

 User Guide - HP OfficeJet Pro 9730e Wide Format All-in-One Series

====  ====  ====  ====  ====  ====

“Print Anywhere” Supported on Select non-HP+ printers and HP+ Printers with HP+ enabled

  HP Printers - Print Anywhere with the HP Smart App

And

Watch Video >  How to use the Print Anywhere feature in the HP Smart App | HP Support

Minute 2.07 – “To use Print Anywhere”

NOTE:  If a print job is blocked for more than 5 minutes, the HP Smart app cancels the job automatically.

FAQ > Section:  How do I disable or enable Print Anywhere or Private Pickup?

FAQ > Section: Which non-HP+ printers are eligible for HP Smart Advance?

Important Reference:  About HP Smart Advance for HP printers

HP Smart Advance is a productivity tool in the HP Smart app that offers advanced scanning and other document processing features. HP Smart Advance is available on eligible HP printers.

AND

HP printers - Using advanced scanning features (HP Smart app)

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Thank you for participating in the HP Community --

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

Click Yes to say Thank You for the help !

Question / Concern Answered, Click my Post "Accept as Solution"

[Lany_b]

this is what it does begins to print but cannot follow through with the printing...

[Dragon-Fur]

@Lany_b 

Not sure why it will not recover.

Restarting all the devices and the printer generally catches and corrects Print Anywhere communication glitches.

?

One more try...

I suppose the printer firmware could be outdated though you'd usually have found that type of information in EWS.

Reference

Use Embedded Web Server (EWS) to find your printer's Firmware version

Section General > Firmware Update > Firmware Information / Firmware Updates

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Were it mine to do, and I were out of ideas,

Try / Consider

If using, switch OFF your VPN on the device submitting the job.

Note > If you don't know what this means, you are not using a VPN network.

On your device (tablet, phone) ensure both Bluetooth and Location Services are switched ON

HP Smart uses these services during initial connection.

AND

HP Smart is sensitive to the application versions that are installed on the different devices that use your printer.

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).

What else?

I might Reset the HP Smart application on the Windows machine.

Yeah, but...

That said, I have no reason to believe the app Reset is the magic.

For one thing, the computer is less likely to be the "remote device" used to print.

Generally, if you are not on the same network and need to print, you might be using a tablet / phone.

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Reset HP Smart does remove the application's data in your account.

It does not destroy any HP Smart Shortcuts (they are kept elsewhere).

Should you decide to try the Reset option, you do have to "add printer" afterwards.

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Details

- Printer Application - HP Smart – Windows -- Check / Reset HP Smart -

NOTES

• If you skip one or more steps and nothing works, consider going back and adding any missed checkpoints.
• Ignore anything not relevant, unwanted, disliked.

Start

Reminder

It is important that every device where HP Smart is installed is using the latest version of the HP Smart app for that device type.

Check / Update >> Every device (computer(s) and 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).

AND

The printer and device (computer, tablet, phone) where HP Smart is running should be on the same network.

That might be enough…

Stop if everything is now working.

No Joy?

Restart Everything, including the router that controls your network

That might be enough (at least short term) -- check...

Stop if everything is now working.

Next,

Windows

 Check / Run Windows Updates > Install any pending updates

Next,

If not previously completed,

Restart everything, including the router that controls your network.

Can’t stand it?  Consider:  Restart computer(s) and printer.

Next,

Open and Check HP Smart

Stop if everything is now working.

If the HP Smart opens but does not work or hangs partly open: 

Close the HP Smart App

If you cannot close HP Smart: Restart the computer and log in

Do not start the HP Smart yet.

No Joy?

Windows - Reset HP Smart Application

Next,

Reset the HP Smart application - This action removes the app data.

How to Reset the App

Windows 10 -

Settings > Apps > Apps and Features

OR

Windows 11 - 

Settings > Apps > Installed Apps

Next,

Search / Find HP Smart in the apps list

Open Advanced options > Reset the app

Restart the computer and log in

Open HP Smart > Sign in > Add Printer(s)

What if?

If the app Reset does not work by itself,

Next,

Uninstall the HP Smart App from Settings > Apps > Installed Apps or Apps and Features

Restart the computer and log in

“Get” a new copy of the HP Smart application from the Microsoft Store

Open HP Smart > Sign in > Add Printer(s)

Reference

Uninstall HP printer software and drivers / HP Smart

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Still Rubbish

Included FYI Only

If nothing else works – Consider --

Uninstall the HP Smart app from Windows > Restart the computer and log in

AND

While connected to the same (home / office) network as your computer,

Uninstall the HP Smart app from other device(s) on your network (computers, tablets, phones)

After the app is removed from its device > Restart the device (for example, iPad, iPhone)

Next,

Repeat for each mobile device where you want to install the HP Smart application:

Install the HP Smart app on the mobile device

Start HP Smart app > Sign into the app > Add printer(s)

Next,

Restart the computer and log in

Install a fresh copy of the HP Smart application for Windows

HP_Smart_Win_Apps_Reset_5

Thank you for participating in the HP Community --

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

Click Yes to say Thank You for the help !

Question / Concern Answered, Click my Post "Accept as Solution"