Can't View Printer Settings in HP Smart App - HP 9012e

[Tickled_Pink]

Hello.  When I am printing an image or a screenshot and I click on "More Settings" in the HP Smart App the settings (like paper size or print quality) initially load, but within seconds the screen blanks out - see attached image.

I made sure my Wi-Fi connection is solid.  I tried to repair the app via Windows 10, then reset the app, then uninstalled and reinstalled - still having problems.

[Sneha_01]

Hi @Tickled_Pink 

Welcome to HP Support Community.

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

It sounds like you're experiencing an issue with the HP Smart app on Windows 10, where the printer settings screen blanks out when trying to access "More Settings" for printing. This can be frustrating, but there are a few things you can try to resolve this issue.

1. Update the HP Smart App and Printer Drivers

Outdated versions of the HP Smart app or the printer drivers can often cause unexpected issues. Here’s how to ensure everything is up-to-date:

Update the HP Smart App:

1. Open the Microsoft Store on your computer.
2. In the Microsoft Store, click on the three dots (ellipsis) in the top-right corner and select Downloads and updates.
3. Click Get updates to ensure the HP Smart app is updated to the latest version.

Update Printer Drivers:

1. Go to HP's official support website.
2. Enter your printer model (HP 9012e) and download the latest drivers and software package.
3. Install the updated drivers and restart your computer.
4. After installing the drivers, try accessing the More Settings again in the HP Smart app.

2. Reinstall the HP Smart App Properly

You mentioned that you uninstalled and reinstalled the HP Smart app, but there may be leftover files causing issues. Here’s how to ensure a proper reinstallation:

Steps:

1. Uninstall the HP Smart app from Settings > Apps > Apps & features.
2. After uninstalling, press Win + R, type %localappdata% in the Run box, and press Enter.
3. Navigate to the folder Microsoft > Windows > Start Menu > Programs and delete any residual HP Smart files if present.
4. Reinstall the app from the Microsoft Store and follow the setup steps.
5. Once reinstalled, check if the More Settings section works properly.

3. Check Printer Connection

Since you’ve mentioned your Wi-Fi connection is solid, make sure that the printer is correctly connected to your Wi-Fi network and is recognized by the HP Smart app.

• Open the HP Smart app and ensure your printer is listed and connected.
• Go to the Printer Settings and confirm that the Wi-Fi connection shows as stable.

4. Try Accessing Printer Settings from Another Program

If the issue persists with the HP Smart app, try printing from another program like Microsoft Word or Photoshop and see if you can access the print settings there.

1. Open Microsoft Word (or any other program) and select Print.
2. Choose your HP 9012e printer and click on Printer Properties or Preferences.
3. Check if you can access the same print settings (like paper size, quality) without issues. This will help determine if the issue is with the app itself or the printer.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Tickled_Pink]

Hi Rachel571, I checked for drivers - all is up to date.  When I uninstalled, I checked the start menu - the app was not there.  I can't find where the cache for HP Smart would be on my C: drive.... like the %localappdata% - there was no HP Smart folder there.

but I did try something different.  I opened the HP Smart app and then selected "print photos" and selected the JPEG image I wanted to print and ... it worked.  I was able to see my advanced settings not opening Photos but going through HP Smart only.  (see attached)

I did post the problem in the Microsoft Community Forum.  They suggested I post the problem in the Microsoft Feedback Hub.  And had no other ideas on how to address it.

[A_Gayathri]

Hi @Tickled_Pink,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

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!