My printer is indicating that there is an issue that needs to be resolved in our HP Smart Account.

[Rosanna10]

Our office has an Officejet PRO 90153. The printer dashboard is indicating an issue with HP Smart App each time a fax comes in, or copies need to be made. However, when I go into our account on HP Smart, there is no notifications to do anything, nor is there anything indicating an issue. What can I do? 

[A_Gayathri]

Hi @Rosanna10,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP OfficeJet Pro 9015e is experiencing an issue where it reports a problem with the HP Smart app, but nothing shows up in your account for you to resolve. 

Here are a few steps you can try to fix the issue:
 

1. Restart the Printer and HP Smart App HP printer setup (HP Smart app)

• Power off the printer and unplug it for a few seconds before plugging it back in.
• Close the HP Smart app completely on your device and reopen it.
• Restart the computer or device running the HP Smart app.

2. Check for Updates in the HP Smart App

• Make sure that both your HP Smart app and printer firmware are up to date.
• Open the HP Smart app, go to the Help section, and check for updates.
• If you don't have the latest version of the app, update it via your app store.

3. Check the Printer's Network Connection

• Ensure your printer is connected to the same network as your computer.
• You can print a network configuration page from the printer’s control panel (Settings > Reports > Network Summary) to check the connection status.

4. Re-sign into the HP Smart App

• Sign out of your HP Smart app account and then sign back in. Sometimes a simple re-login can refresh the connection and resolve unknown issues.

5. Reset the HP Smart App Settings

• In the HP Smart app, you can reset settings related to your printer. This can sometimes resolve app-related issues:
  1. Go to Settings within the HP Smart app.
  2. Look for an option to reset the app or the connection to your printer.
  3. Once reset, reconnect your printer in the app.

6. Clear Cache in the HP Smart App

• If you are using the HP Smart app on a mobile device, try clearing the app cache or reinstalling it:
  • On Android: Go to Settings > Apps > HP Smart > Storage, then tap Clear Cache.
  • On iOS: Reinstall the app.

7. Check Fax and Copy Settings

• Since the issue occurs with faxes and copies, check your printer’s fax settings and ensure the Fax Setup is correctly configured. You can do this via the printer’s touchscreen or HP Smart app.
• Also, check that the Copy Settings are properly configured and nothing seems stuck or needs adjustment.

Refer to this document: HP OfficeJet Pro 9015e All-in-One Printer User manual

I hope this helps. 

Take care and have a good day.

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