• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
We have new content about printers, Click here to check it out!
Common problems for Connectivity Issues
We would like to share some of the most frequently asked questions about Printer Wi-Fi, Connectivity Issues and Offline Status. Check out this link: HP printer is offline or unavailable.
Locked

‎09-29-2021 02:00 AM

HP Recommended
Product: HP Officejet Pro 8710
Operating System: macOS 11.0 Big Sur

Hi

 

I can print via WiFi from other apps (word/acrobat/mail).  I’m trying to scan from my printer and when I open the HP smart app - it says I’m not connected to the internet.  I’ve rebooted my computer, printer and uninstalled and reinstalled the HP SMART APP. I still can’t open the app. 

please help!

 

thanks! 

Category:
5 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎09-30-2021 03:03 PM - edited ‎10-01-2021 04:54 AM

HP Recommended

Hi,

Adding some screenshots, be sure to follow the steps by exact order as shown:

 

Please follow below version of HP Easy Start, as soon as it launches open the top HP Easy Start menu and select Uninstall HP Software:

https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Applications/HP_Easy_Start.app.zip

 

Figure 1:

ShlomiL_0-1633085557878.png

 

Follow the steps on screen and then click on Set Up New Device and follow the steps to reinstall the printer.

 

As soon as HP Easy start prompts to install HP Smart, close HP Easy Start by pressing the Red X and press the Skip to Software Download button:

 

Figure 2:

ShlomiL_1-1633085558430.png

Figure 3:

ShlomiL_2-1633085558016.png

 

Now follow the steps on screen to complete the installation, be sure to switch to an HP Driver during the setup, if any such option is shown:

 

Figure 4: Switch driver option may appear

ShlomiL_3-1633085557981.png

 

Now try printing and or scanning from the HP Easy Scan app and check for any difference.

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂

View solution in original post

2 people found this reply helpful
Was this reply helpful? Yes No
8 REPLIES 8

‎09-29-2021 03:51 AM

HP Recommended

Hi,

Please follow below version of HP Easy Start, as soon as it launches open the top HP Easy Start menu and select Uninstall HP Software.

Follow the steps on screen and then click on Set Up New Device and follow the steps to reinstall the printer:

https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Applications/HP_Easy_Start.app.zip

 

As soon as HP Easy start prompts to install HP Smart, close HP Easy Start and press the Skip to Software Download button, then follow the steps on screen to complete the installation and check for any difference using HP Easy Scan.

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
Was this reply helpful? Yes No

‎09-29-2021 07:47 AM

HP Recommended

sorry,  I am struggling to uninstall...I open up the download and it forces me to install a software update.  There is no easy start menu....

Was this reply helpful? Yes No

‎09-29-2021 08:49 AM

HP Recommended

Could you please include a screenshot of the exact screen you refer to? to get some better understanding of any possible cause.



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
Was this reply helpful? Yes No

‎09-29-2021 09:53 AM

HP Recommended

Screenshot 2021-09-29 at 16.48.08.png

Screenshot 2021-09-29 at 16.48.59.png

 

Screenshot 2021-09-29 at 16.49.38.png

 

Screenshot 2021-09-29 at 16.50.01.png

 

Screenshot 2021-09-29 at 16.50.19.png

 

Screenshot 2021-09-29 at 16.50.41.png

 

Screenshot 2021-09-29 at 16.51.56.png

This is what I get.  I have tried via downloads folder too, and looked on utube.  it tells me to click on File- uninstall....where?

Thanks very much

 

Was this reply helpful? Yes No

‎09-29-2021 10:58 AM

HP Recommended

Update - so I managed to uninstall and follow your instructions until I got to "Skip to software download" which didn't appear.  So I tried HP smart again and ended up with the same error message!  I have now spent HOURS trying to set this up and am frustrated and disheartened!  What am I doing wrong?

Screenshot 2021-09-29 at 17.58.28.png

 

Was this reply helpful? Yes No

‎09-30-2021 07:56 AM

HP Recommended

I'm no closer to solving this, can you offer any more help please?

Was this reply helpful? Yes No

‎09-30-2021 03:03 PM - edited ‎10-01-2021 04:54 AM

HP Recommended

Hi,

Adding some screenshots, be sure to follow the steps by exact order as shown:

 

Please follow below version of HP Easy Start, as soon as it launches open the top HP Easy Start menu and select Uninstall HP Software:

https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Applications/HP_Easy_Start.app.zip

 

Figure 1:

ShlomiL_0-1633085557878.png

 

Follow the steps on screen and then click on Set Up New Device and follow the steps to reinstall the printer.

 

As soon as HP Easy start prompts to install HP Smart, close HP Easy Start by pressing the Red X and press the Skip to Software Download button:

 

Figure 2:

ShlomiL_1-1633085558430.png

Figure 3:

ShlomiL_2-1633085558016.png

 

Now follow the steps on screen to complete the installation, be sure to switch to an HP Driver during the setup, if any such option is shown:

 

Figure 4: Switch driver option may appear

ShlomiL_3-1633085557981.png

 

Now try printing and or scanning from the HP Easy Scan app and check for any difference.

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
2 people found this reply helpful
Was this reply helpful? Yes No

‎10-01-2021 09:44 AM

HP Recommended

Hallelujah l! It worked, thanks very much.  It may have taken all week, but I got there in the end!

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.