Hp smart app on ios and android says tray empty or open

[justgivemeanans]

the hp smart app, on Android and Apple both say my envy 5540 tray is empty or open. the windows 10 app correctly reflects its not. the printer display has no open indication and it prints regularly from hpe email and laptop. apps have already been updated, Uninstalled and reinstalled, updated again. all firmware and OS' are up to date. Can we clear cache or force a status update to the apps?

[Sneha_01]

Hi @justgivemeanans,

Welcome to HP Support Community.

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

To troubleshoot the issue with the HP Smart app showing incorrect tray status on both Android and iOS devices, you can try the following steps:

Force Stop and Clear Cache (Android):

• Go to your device's Settings.
• Select "Apps" or "Applications".
• Find and select the HP Smart app from the list.
• Tap on "Force Stop" to stop the app.
• Then tap on "Storage" or "Storage & Cache".
• Tap on "Clear Cache" to clear the app's cache.

Restart Device:

• After clearing the cache, restart your Android or iOS device to ensure all changes take effect.

Reconnect Printer:

• Open the HP Smart app.
• Remove the printer from the app and then re-add it.
• Follow the on-screen instructions to reconnect the printer.

Check Network Connection:

• Ensure that both your mobile device and the printer are connected to the same network.
• If you're using a wireless connection, try switching to a wired connection temporarily to see if the issue persists.

Update Firmware (Printer):

• Check if there are any firmware updates available for your printer. If so, update the firmware to the latest version.

Check Printer Settings:

• Verify that the printer tray is properly closed and loaded with paper.
• Check the printer settings to ensure that the correct paper size and type are selected.

I hope this helps.

Take care and have a good day.

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Rachel571 

HP Support