HP Smart for Windows when logging in goes to Connection Service then sits with no movement.

[Dave-100]

Setting up the HP Office Jet Pro 6978 for multiple PC's in the office, which 2 out of 3 had no issues installing and signing in through the HP Smart desktop application to perform scans.  The final PC when attempting to sign in through HP Smart goes to a pop-up window that says "Connection to Service" that is greyed out with no movement, which I left for 30 minutes & no success.
All 3 PC's are configured exactly the same on the same Windows 10 OS and on the same network sharing the same firewall rules.
I followed HP's recommendations on uninstalling the HP Smart application & deleting all program files from the PC then reinstalled but still the same result.
Suggestions...

[Nal_NR · Accepted solution]

Hi @Dave-100,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I'm sorry you're encountering this issue with setting up your HP OfficeJet Pro 6978 on one of the PCs, especially since the others are working fine. Let's see if we can get this sorted out!

Can you confirm if the problem is specific to the HP Smart application, or do you see the same behavior when trying to use the printer with other software, like the Windows Fax and Scan app? 

Also, has the firewall or antivirus software been temporarily disabled to test if it's blocking the connection?

Here are some troubleshooting steps to help resolve the issue:

Check for Windows Updates

• Ensure that Windows 10 is fully updated on the problematic PC, as there might be a system update or security patch required for compatibility with the HP Smart app.

Temporarily Disable Antivirus/Firewall

• Temporarily disable any antivirus or firewall software on the problematic PC to rule out any network or service restrictions. You can enable them again after testing.

Network Configuration Check

• Verify that the problematic PC is connected to the same network as the other two PCs. It’s worth double-checking the IP settings of the printer and making sure that the printer is assigned a static IP if necessary, which can help avoid connection issues.

Clear the HP Smart App Cache

• After uninstalling HP Smart, ensure that any residual files or cache are deleted. Navigate to C:\Users\[YourUsername]\AppData\Local\Packages and look for any folders related to HP Smart. Delete those folders before reinstalling the app.

Use HP Print and Scan Doctor

• Download and run the HP Print and Scan Doctor on the affected PC. This tool can help diagnose and fix network connectivity issues, including with the HP Smart app.

These steps should help get the connection working again.

Hope this helps! Keep me posted for further assistance

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

[Dave-100]

Hello Elohi_NR,

Appreciate the follow up with the next steps to resolve the issue.I followed all your steps outlined and the sign in functionality was still failing. Uninstalled HP Smart and reinstalled.  After installing & running the HP Scan Doctor the scanning functionality is now operational with the ability to login in & per the testing performed.

Appreciate the help!!

[Nal_NR]

Hi @Dave-100,

Fantastic 🙂 I truly appreciate your time and patience in getting this issue resolved.  

If you need further assistance, feel free to reach out to us.