set up will not finalise

[gazza1942]

the printer did not finish the set up and although I can print, scan and copy when I access the smart app it tells me to finis set up and will not allow me to access instant ink and print history. When I  try to finish the setup, I get a blank screen with printer set up at the top.

[Garp_senchau]

@gazza1942, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like you're having some issues with completing the setup on your HP Envy 6120e printer, even though you're able to print, scan, and copy. The error you're describing with the blank screen and not being able to access Instant Ink and print history is likely a problem with the HP Smart app or its connection to your printer.

Here are some steps you can take to try and resolve the issue:

Check Your Internet Connection

Make sure your printer is connected to the Wi-Fi network. A stable connection is necessary for accessing Instant Ink and managing the printer setup.

In the HP Smart app, you can go to Printer Settings and check the connection status.

Reinstall the HP Smart App

Sometimes the app can get stuck, so reinstalling it might fix the issue.

Uninstall the HP Smart app from your PC (go to Settings > Apps > Installed Apps, find HP Smart, and click Uninstall).

Then, go to the Microsoft Store, search for HP Smart, and reinstall the latest version.

Reset the Printer's Network Settings

If the printer is not communicating properly with the app or the network, try resetting its network settings.

On your printer's control panel, find the option to Reset Network Settings (this is usually found under the Wireless Settings menu).

Once reset, reconnect the printer to your Wi-Fi network.

Clear the HP Smart App Cache 

If reinstalling the app doesn't help, you can try clearing the app’s cache.

Go to Settings > Apps > HP Smart > Storage and select Clear Cache.

Run HP Smart:

• Download and run the HP Smart. Follow the prompts to diagnose and fix common printing issues.
• Refer: Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS) | HP® Support

Update Printer Firmware (Update the firmware on an HP printer | HP® Support)

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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