Remote printing connectivity issue from hp app

[Erik160]

I just set up my 8125e. It is connected properly to the internet (via home network, ethernet port). The connection status on the printer says it's connected to the internet. I see the printer at hpsmart.com and it says it's connected and it has Print Anywhere enabled.

I also added the printer to the HP app on my android phone. But when I'm not connected to my home network, it says my printer is not connected and doesn't let me print to it. Why doesn't the HP app show the same printer status shown at hpsmart.com?

[Kuroi_Kenshi]

Hi @Erik160,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP 8125e printer shows as online with Print Anywhere enabled on hpsmart.com, but the HP Smart app on your Android phone cannot print when you’re off your home network. Let’s go through a few steps to check what could be causing this.

Confirm Print Anywhere is fully enabled
Even if hpsmart.com shows the printer as connected, double-check the printer’s Print Anywhere settings from the printer control panel or HP Smart app. It must be enabled and signed in with the same HP account you’re using on the app.

Check account login in HP Smart
Make sure the HP Smart app on your phone is signed in with the exact same HP account associated with the printer. Print Anywhere only works if both the printer and app are under the same account.

Verify internet connectivity
Print Anywhere requires both the printer and your device to have stable internet access. Confirm your phone has a good mobile data or Wi-Fi connection when trying to print remotely.

Update the HP Smart app
Ensure the HP Smart app is updated to the latest version from Google Play. Older versions may not fully support remote printing features for newer printer models.

Check for printer firmware updates
Even if the printer is online, outdated firmware can cause issues with Print Anywhere. Use HP Smart or HP Support Assistant to check for and install any firmware updates.

Try signing out and back in
Sign out of the HP Smart app, close the app, then reopen and sign back in. This refreshes the connection and can resolve discrepancies between hpsmart.com and the app.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Erik160]

I went through many, and more, of these steps with the online support bot. It was actually a very helpful experience, but ultimately failed to resolve the issue. As best I can tell, the issue seems to be the new hp app. All the support advice seems to reference the hp smart app, which is no longer available. The new hp app isn't showing remote print status/options (at least for my printer), so there's no way to get it to work.

Is there a way for me to get the old HP smart app? Or when will the new hp app be fixed to support remote printing? 

[Kuroi_Kenshi · Accepted solution]

Hi,

Thank you for the detailed clarification. You’re correct; this behavior is not a network or printer fault, and you’ve already done the right checks. What you’re seeing is due to the transition from the HP Smart app to the new HP app, which currently has feature gaps, including incomplete support for Print Anywhere/remote printing on some models.

Below is a clear explanation of what you can do right now.

What’s actually happening

• Your printer is correctly connected to the internet
• Print Anywhere is enabled and working at the HP cloud level (as confirmed on hpsmart.com)
• The issue is that the new HP app does not yet fully expose or sync Print Anywhere status for all printers, even though the backend service is active
• This causes the app to incorrectly report the printer as “offline” when you’re off your home network

So the printer and HP cloud agree, the app does not

Important clarification about the apps

• HP Smart (classic app) fully supports Print Anywhere
• The new HP app is still being rolled out and does not yet have feature parity
• This is why HP documentation still references “HP Smart” because the new app is not fully ready

What you can do now

Use HP Smart on another device (PC or Mac)
HP Smart is still fully supported on Windows and macOS.
Print Anywhere works correctly there using the same HP account.

Print remotely using email-to-print (if enabled)
From hpsmart.com, check if your printer has an assigned email address.
Sending a document to that address will print remotely.

Verify the printer remains signed in to HP account
On the printer control panel or EWS, confirm it is logged into your HP account.
Being signed out silently disables remote features.

Keep the HP app updated
The missing Print Anywhere controls are an app limitation, not user error.
Updates are required for remote-print visibility to appear.

Do not reset the printer or network again
This will not resolve the issue and can temporarily break cloud registration.
Your setup is already correct.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Erik160]

Thank you for acknowledging the limitations of the new HP app. Unfortunately my main/only use case for using Print Anywhere is from my Android phone, so the capability from Windows/macOS doesn't help. Please prioritize compatibility from Android. Also, making the legacy HP Smart app available in Google Play until this is resolved would be extremely helpful (and the responsible thing to do to properly deliver on the advertised Print Anywhere capability).

[Nikolaos00000]

I've had the same problem with iOS for a few weeks now; the only solution I see is switching to a different manufacturer, for example an Epson printer.

[ams303966]

When will this gap between the old HP smart app and the new HP app be fixed to where print anywhere will be fixed? I use this daily to print items back to my home office, while I am on the road, so that I don't have to do so when I finally return home and it is all sitting on the printer ready for me. This was a very LARGE issue with me thinking it was my new printer and also thinking that I had to do all the trouble shooting only to find out it is an ISSUE on the HP side and not me. Very very frustrating. Please advise 

[Puslinch]

This far from solved and no soluction from HP. My 3 HP printers are now dead, bin them and get new Epson?

[Puslinch]

How can I access the HP Smart legacy app for iOS? 
This is clearly a gap on HPs UAT process. 
When researching printers,  Remote Printing was clearly in the top 3, hence having 3 at home and 1 remote for this function. 

The hoops of dealing with support for 2hrs to only find out that app is broken is ridiculous. This should be posted in the AppStore.