MacBook HP Smart APP cannot find printer AFTER login to HP Smart account

[JoyceD1]

We recently changed our internet connection from Verizon fios to Comcast Xfinity.  I just updated the HP Smart App on my MacBook.  When I launch HP Smart, it recognizes my printer and I can print.  However, AFTER I log into my HP Smart account, for example, to scan a document, HP Smart cannot find my printer.  I tried to enter the printer IP address and still it cannot find the printer.  I also tried to power cycle both my MacBook and the printer; still it does not find my printer.  Our iPhones, which are on the same WiFi network, can access the same printer by the HP Smart apps on our iPhones.  

[JoyceD1]

Update to the posted information.  After I login to my HP Smart account, I can print and scan documents.  However, when I go to "Manage HP Account" My Account display shows Owned Printers, General "0 Owned Printers", Status "Information not available", Connectivity "Information not available".  When I click on the "0 Owned Printers" link, I see a message that "There are no printers added to your account yet."

[Raj_05]

Hi @JoyceD1,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS)

Run this troubleshooting tool built into the HP Smart app for Mac and Windows computers if you are experiencing issues with your printer.

Diagnose & Fix performs the following troubleshooting actions:

• Clears print jobs stuck in the queue, resumes any paused print jobs in the queue, and resolves other print queue errors.
• Checks if the printer is offline and reconnects it to the network, if possible.
• Resolves print spooler errors.
• Troubleshoots why the printer is not found on the network (Windows only).
• Checks for and installs any available driver updates (Windows only).
• Connects the printer to the correct port if there is a port mismatch (Windows only).

Install the HP Smart app (Windows, Mac)

Install the HP Smart app and set up the printer with a computer running Windows or macOS.

Do the following if you are setting up the printer on a Wi-Fi network.

• Place the printer and the computer near the Wi-Fi router.
• Turn on Wi-Fi on your computer and connect to your network. If the computer is connected to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during the setup.
• Enable Bluetooth on the computer so that HP Smart can detect the printer during the setup.
• Download the HP Smart app from HP Smart - Microsoft Store (Windows) or HP Smart - Mac App Store (macOS).
• If you are prompted to sign in with Microsoft to use the app across devices, you can sign in or click No, thanks to continue.​

NOTE: Disconnect from a Virtual Private Network (VPN) connection before downloading.

1. If you are setting up HP Smart for the first time, you must create or sign in to an HP account to access all printer functions.
2. In HP Smart, click Add Printer or the plus sign to search for the printer, and then follow the instructions to complete the setup.
3. If the printer is not found during a Wi-Fi setup, restore Wi-Fi setup mode on the printer, restart the printer, close then re-open HP Smart, and then try adding the printer again.

Run Diagnose & Fix

Locate and run Diagnose & Fix in the HP Smart app for Mac and Windows computers.

Open the HP Smart app, and then open Diagnose & Fix.

• Windows: Click the Diagnose & Fix icon in the bottom left corner.
• macOS: Click your printer, click Printers in the top menu bar, and then click Diagnose & Fix. 

Click Start.

NOTE: Do not close HP Smart while the troubleshooter is running.

Follow any instructions provided if any issues are found.

If the issue is not resolved, select one of the additional resources, or go to HP Customer Support and search for the specific issue or error message you are experiencing.

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

^ Alden4
HP Support