Computer app for HP printer is frozen online

[Ironkate]

I tried to use hp123 app to scan as I normally do.  this is a computer app that allows me to print using my wireless network.   App is frozen.  Any ideas?

[Nal_NR]

Hi @Ironkate,

Welcome to the HP Support Community.

I understand that you are facing issues with the frozen app. I'd like to help!

Try the following:
 

1) Turn on the printer, if it is not already on.  

2) Wait until the printer is idle and silent. 

3) With the printer turned on, unplug the power cord from the printer & wall.  

3) Wait for 60 seconds.   

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.  

5) Turn on the printer, if it does not automatically turn on. 

If the above steps do not work, This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[Nal_NR]

Hi @Ironkate,

I request you talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you