Unable to print from computer after HP Smart update

[Alia-Idaho]

My printer was working from all devices up until yesterday. Last night I found that there was apparently an update to the HP Smart software - I received the "Allow the following program to make changes to your computer?" dialog. Since then I am unable to print using my laptop. I print over wifi. I can still print from my other devices (iphone and ipad) just fine - the only issue is with my laptop which is running the HP Smart software. 

HP Smart shows printer status as "Ready." Printer Settings --> Printer Status shows printer status as "Ready."

Print jobs appear in the system print queue, but the status immediately changes to "Sent to Printer - Error."

"Diagnose and Fix" tool returns no issues, but cannot print a test page. 

Activity --> Print shows no print activity in HP Smart

Printer Settings --> Advanced Settings --> Event Log shows a recent paper jam, but there has been no paper jam, I can still print from other devices. The ink cartridge has been changed, it is brand-new and working fine when printing from devices other than my laptop. 

I have tried restarting the laptop and resetting the HP Smart software with no improvement.

Please help. 

[Jerry_57 · Accepted solution]

Hi @Alia-Idaho,

Welcome to the HP Support Community.

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

When a laptop suddenly stops printing with a "Sent to Printer - Error" status after an HP Smart update, it is usually caused by a corrupted print driver, a blocked network port, or a stalled Windows Print Spooler. 
 

Follow these steps to clear the error and restore your connection:
 

1. Clear the Print Spooler:

A stalled or jammed print job can prevent all future jobs from processing.
 

• In Windows, search for and open Services.
   
• Scroll down, right-click on Print Spooler, and select Stop.
   
• Press Windows Key + R to open the Run dialog, type C:\Windows\System32\spool\PRINTERS and hit Enter.
   
• Delete all files in this folder (these are stuck print jobs).
   
• Go back to the Services window, right-click Print Spooler, and select Start.
   

2. Remove and Re-add the Printer:

The recent software update may have corrupted the saved printer profile on your laptop.
 

• Disconnect the printer from your computer/network and turn the printer off.
   
• In Windows, search for and open Add or remove programs.
   
• Locate HP Smart in the list, click the three dots, and select Uninstall.
   
• Go to Windows Settings > Bluetooth & devices > Printers & scanners.
   
• Find your printer, click on it, and select Remove.
   
• Restart your laptop.
   
• Re-download and install the latest HP app from the Microsoft Store.
   
• Open the HP application, ensure your printer and laptop are on the same Wi-Fi network, and add the printer as a new device.
   

3. Change the Printer Port:

Windows frequently defaults to an unreliable Web Services for Devices (WSD) port during wireless setup.
 

• Go to the Windows Control Panel > Devices and Printers (or Printers & scanners).
   
• Right-click your printer icon and select Printer properties (not just Properties).
   
• Navigate to the Ports tab.
   
• Look at the port checked for your printer. If it says WSD-XXXX, select Add Port.
   
• Choose Standard TCP/IP Port and click New Port.
   
• Follow the prompt to enter your printer's IP address (you can find this by printing a configuration page directly from the printer).  

I hope this will help.

 

Take care and have a good day.

[Alia-Idaho]

Thanks for your help Jerry_57! I tried every step, of course the last one is the one that worked. One problem, though: I can only print once or twice before Windows switches back to the WSD port. I don't see any option to make the printer IP address the default port. Is there any way to make the change stick?

Thanks again!

Alia

[Jerry_57]

Hi @Alia-Idaho,

Welcome to the HP Support Community.

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

To fix this, you must manually create a Standard TCP/IP Port. Windows constantly reverts to the WSD port because of its auto-discovery feature. By forcing a manual IP connection, the connection becomes permanent.
 

1. Get Your Printer's IP Address:
 

Print a Network Configuration Report directly from your HP printer's control panel or display to find its current IPv4 address (e.g., \(192.168.1.15\)).
 

• Tip: Assign a Manual/Static IP in your router settings so the IP doesn't change. 
   

2. Configure the Port in Windows:

1. Open the Windows Control Panel and select View devices and printers.
    
2. Right-click your HP printer and choose Printer properties.
    
3. Click the Ports tab at the top.
    
4. Click the Add Port... button.
    
5. Select Standard TCP/IP Port and click New Port.
    
6. In the wizard, enter your printer's IPv4 address. Leave the Port Name as the default.
    

3. Make the Change Stick:

1. Back on the Ports tab, ensure the checkbox next to your newly created TCP/IP port is ticked (highlighted).
    
2. Click Apply and then OK.
    
3. (Optional but recommended) To prevent Windows from automatically managing and reverting your settings, go to Windows Settings > Bluetooth & devices > Printers & scanners (or Devices and Printers) and uncheck "Let Windows manage my default printer".

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