'Printer Status Unknown'

[Jennet321]

My printer is online and the Instant Ink site recognises this, as does HP Smart. However, when I first open the HP Smart app, whether I'm signed in or not, the front page says 'Printer Status Unknown' and doesn't show my estimated ink supply levels. How do I get  the front page to say 'Ready'?  Do I need to refresh something, and if so, how?

[Jennet321]

Forgot to mention that I can still print wirelessly, so it's clear that the printer is online.

[Jennet321]

The front page of HP Smart now shows an accurate estimate of my ink levels but is still saying 'Printer Status Unknown'.

[Kumar0307]

@Jennet321, Welcome to the HP Support Community!

This could be a glitch with the app. Let us try these steps:

Restart the wireless router, the printer, and the Mac

Update the printer firmware

Click here to download and install the latest printer firmware from your Mac.

Click here to know different methods of updating printer firmware.

Also, check for any software updates on Mac

Click the Apple icon > About This Mac > Software Update and install any available update.

Check the app. You may reinstall the app from the App Store if the issue persists.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[Jennet321]

None of that helped, I'm afraid.  I restarted  Mac, printer and router but couldn't get beyond buffering when trying to update the firmware by downloading & installing on my Mac (via your link).  

I then checked whether an update was required on HP Smart (via the advice on your second link) and it was confirmed that my printer is up to date.

At present, my front page on HP Smart still says  'Printer Status Unknown' and currently is again failing to show any estimated supply levels, although I have just printed something.

Any other suggestions, please?

[Mosakowski]

I am getting the same message. The printer seems to be connected, and I was just able to scan a document from the app, but the "printer status unknown" message will not go away.

[BFR00]

I am also getting the same message. Everything about the printer seems to be working OK. But HP Smart doesn't know that and does not indicate with any specificity what it needs to know.

[ewayte]

On all of my Apple computers (iMac, MacBook Pro) the HP Smart app reports "Printer status unknown".  However, on my iPhone and iPad, the HP Smart app reports "Ready".  On the Macs, under System Preferences > Printers & Scanners, the printer status is green.

The problem seems to be with the macOS version of the HP Smart app.

[BFR00]

"The problem seems to be with the macOS version of the HP Smart app." Indeed. And ironically; they just recently updated it. Yes, I think we're talking about the same experience. HP Smart indicating "Printer status unknown" for a printer that appears to be functioning fine. It also sometimes indicates "printer offline" yet the printer is in fact online and functioning.

[Kumar0307]

@Jennet321

If you have tried reinstalling the app and the issue persists, please reach out to the HP Technical Support team in your region for further assistance.

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.