Cannot print using the HP Smart app

[Tanya3855]

Hello

When using the HP Smart app to print, the print job fails.  I get the message "Print Failed:  Something went wrong when trying to print.  Please check your printer and try again".  

However, if when I print I instead select the printer directly (i.e. 'HP OfficeJet Pro 9010 series') then it prints just fine.  

I have tried uninstalling and reinstalling the HP Smart App, but that does not change things.  

Appreciate any ideas.  Thanks.

[Garp_senchau]

@Tanya3855, Welcome to HP Support Community 😀,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Check Printer and App Connection

• Ensure the Printer is Connected to Wi-Fi: Sometimes, the printer can lose its connection to the network, which can cause problems with printing through the app. Double-check that the printer is properly connected to the same network as your phone or computer.
• Reboot Devices: Restart both your printer and the device you’re using the HP Smart app on (smartphone or computer).

Update the HP Smart App

• Make sure you're running the latest version of the HP Smart app. Updates often fix bugs and improve compatibility.

Check Permissions

• Make sure that the HP Smart app has the necessary permissions on your device. For example, if you're using a smartphone, go to the app settings and check that the app has permission to access your local network.

Reinstall the Printer in HP Smart App

• Open the HP Smart app, go to the "Printers" tab, and remove the printer that you're trying to print to.
• After that, try to add the printer again and follow the on-screen instructions to connect it properly.

Network Troubleshooting

• Wi-Fi Signal Strength: Ensure that your printer and device have strong Wi-Fi signals. Weak connections can result in failed print jobs.
• Switch to a 2.4 GHz Network: Some users have had issues with 5 GHz Wi-Fi networks. If possible, try connecting both the printer and your device to the 2.4 GHz band instead of 5 GHz.

Check for Printer Firmware Update

• Open the HP Smart app and look for any available firmware updates for your printer. If there’s an update available, install it, as firmware updates can resolve issues related to printing from apps.

Clear Cache (For Android Devices)

• If you're using an Android device, try clearing the cache for the HP Smart app. This can sometimes help if the app's data has become corrupted.
  • Go to Settings > Apps > HP Smart > Storage > Clear Cache.

Disable Antivirus/Firewall (If Applicable)

• If you're on a computer, sometimes security software or firewalls can interfere with the communication between the HP Smart app and your printer. Temporarily disable any firewall or antivirus software and try printing again.

Check Printer Settings

• Ensure that there aren’t any restrictions set on the printer itself that could block connections, like a security setting that limits connections from apps.

Test Another Device

• If possible, try using the HP Smart app on another device to see if the problem is specific to your device or the app itself.

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps.

Take care and have a good day 😇.

If you find the information provided useful or solves your concerns, help other users find the solution easier by marking my post as an Accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.

Regards,

[Tanya3855]

Hi

THanks for the reply.  I believe I have tried most of these.

I have uninstalled and reinstalled the app and printer drivers today.

I don't see any settings in the HP Smart App that pertain to permissions.

The HP Smart App is being allowed through the firewall.  

THe only thing I haven't tried on your list is going from 5GHz connection to 2.5 GHz.   How would I do that?

Thanks

[Tanya3855]

My printer does not connect wirelessly via 2.4Ghz, so I have to have 5GHz.  

[Garp_senchau]

@Tanya3855,

Thanks for coming back! I see the issue is still ongoing despite the troubleshooting steps 🙁. Let’s try a few more solutions to resolve it, and we’ll work through this together!💪

Re-Configure Printer's Wireless Settings

• Reset Printer’s Network Settings: Sometimes, resetting the printer's network settings and reconnecting it to Wi-Fi can help resolve communication issues. On your HP OfficeJet Pro 9010, you can usually do this from the printer's control panel under Settings > Network Setup > Restore Network Defaults. After doing this, reconnect the printer to the Wi-Fi network and try again.

Ensure Both Devices Are on the Same Network

• Separate Networks: Check if your printer and the device running the HP Smart app are on the same Wi-Fi network. Some routers may have separate networks (e.g., "Network 2.4" and "Network 5G"). Both the printer and your device need to be on the same one to communicate effectively.

Check IP Address Conflicts

• Assign Static IP to Printer: Sometimes, printers may lose their assigned IP address due to dynamic IP assignment. In this case, you could assign a static IP to the printer. This ensures that the printer always uses the same IP address, which can help the HP Smart app locate it consistently.
• You can set a static IP through the printer's Network or Wi-Fi Settings on the control panel.

Use HP Smart App Troubleshooter

• Troubleshoot Connection Issues: The HP Smart app sometimes has a built-in troubleshooting guide. In the app, you can access Help or Troubleshoot options that may offer specific solutions for connection issues or failed print jobs. Check under Settings > Printer Settings in the app or refer to the app’s troubleshooting section.

Print from Cloud Services

• Try Printing from a Cloud Service: If you’re still having trouble with the HP Smart app, you can try printing via cloud services like Google Cloud Print (if available) or Apple AirPrint. These methods bypass the HP Smart app and may help you determine if the issue is with the app itself.

Manually Update Printer Driver (For PC)

• Update Printer Drivers on PC: If you’re using the app on a PC, check if you have the latest printer drivers installed. Go to Device Manager, find your printer, and check for driver updates. Sometimes, the app might be having trouble because the computer’s driver is outdated.

Check for Router or Network Configuration Issues

• Router Settings (Quality of Service / Port Blocking): Some routers have advanced features like Quality of Service (QoS) or port filtering that could block communication between devices on the network. If you are familiar with your router settings, check for anything that might limit local network traffic between your phone/computer and printer.
• Try a Different Router or Network: If you have another Wi-Fi network or even a mobile hotspot available, you could test printing from the app on a different network to rule out any router-related issues.

Test Using the HP Print and Scan Doctor (For Windows)

• Use HP Print and Scan Doctor Tool: For Windows users, the HP Print and Scan Doctor tool can help diagnose and fix printing issues. If you haven't tried this yet, download it from HP’s official website and follow the prompts to resolve issues with printing from HP Smart.

Check for App-Specific Conflicts (For iOS/Android)

• Close Background Apps: If other apps are running in the background, they might interfere with the HP Smart app. Try closing background apps and then test printing again.
• Reset Network Settings (iOS): For iOS devices, try resetting the network settings. This can sometimes help clear up Wi-Fi connectivity issues that might be affecting the HP Smart app.
• Settings > General > Reset > Reset Network Settings.
• Reconfigure App Permissions (Android): On Android, go to Settings > Apps > HP Smart > Permissions, and ensure the app has full access to the required permissions like Wi-Fi, storage, and location.

Check the HP Smart Account

• Log out and Log in Again: If you're signed in to the HP Smart app, there may be a session issue with your account. Try logging out of the app and then logging back in with your HP account credentials to see if that resolves the printing issue.

Enable "Airplane Mode" and Disable It (For Phones/Tablets)

• Try turning on Airplane Mode on your phone or tablet, then disabling it after a few seconds. Sometimes, toggling this setting can help reset network connections that may be interfering with printing.

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps.

Take care and have a good day 😇.

If you find the information provided useful or solves your concerns, help other users find the solution easier by marking my post as an Accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.

Regards,

[Tanya3855]

Hello  Thank you for the reply

I tried all  of your suggestions.  

I restored network settings and reconnected to WiFi.  Printer and computer are on the same network.

I set up a static IP address.

The HP Scan Doctor did not come up with anything, and neither did the troubleshooting tool within the HP Smart app.  

However, the error message has changed/disappeared.

If I try to print via my Chrome browser to the HP Smart App, I no longer get the print failed error I previously did.  I get no error message, but nothing prints.

If I try to print via Adobe, I get a message saying "The document could not be printed".  

[Tanya3855]

Also, confirming that I still am able to print directly to the HP printer.  I just cannot print via the HP Smart App.