Printer info report says' Printer cannot print' Log into www.hpsmart.com for more info.

[LarryEvergreen]

Printer stopped printing.  Hit info button.  Printer info report stated that I needed to log on to www,hpsmart.com for more info. :Logged in, no identifiable message about an error.  chat bot was useless, as usual.

Unplugged printer, it started working.  Irritating that it had a problem that I could not troubleshoot and fix.  Hp resources not helpful.

Anyone have any ideas?

[zoey7886 · Accepted solution]

@LarryEvergreen, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding Printer that Stopped Printing! 

We're thrilled to have the opportunity to assist you and provide a solution.  

When a printer stops working, it's often due to a connectivity issue, configuration problem, or a temporary glitch. Here are some steps you can take to troubleshoot and potentially resolve the issue:

Restart the Printer and Computer:

• Unplug the printer and turn off your computer.
• Wait for about a minute, then plug the printer back in and turn the computer on.

Check Connectivity:

• Ensure that the printer is properly connected to your network if it is a network printer.
• For USB-connected printers, ensure the USB cable is properly connected to both the printer and the computer.

Run the HP Print and Scan Doctor:

• This tool can diagnose issues with the printer and attempt to fix them automatically. It is available for download from HP's official website.

Update Printer Drivers:

• Sometimes printing issues are caused by outdated drivers. Visit the HP website to download the latest drivers for your printer model.

Check Printer Status:

• Ensure the printer is not set to offline.
• In Windows, navigate to 'Devices and Printers', right-click on your printer, and select 'See what's printing'. Then select 'Printer' from the top menu and ensure 'Use Printer Offline' is unchecked.

HP Smart App:

• If there are additional diagnostics or updates through the HP Smart App, ensure it is installed on your device and check for any notifications that can guide further troubleshooting steps.

Printer Reports:

• Refer to the printer’s control panel display to print a network configuration page, wireless test report, or print quality report. These reports can provide insights into the current status and any network-related issues.  

Hope this helps! 

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[LarryEvergreen]

I was able to get the printer working again by unplugging and replugging it, but was a bit non-plussed at the message on the printer info report that pointed me to HPsmart.com.  I expected to see some message, or some instruction related to my account.  None there.  I wasted about an hour trying to find some message about my account there or something that needed fixing in my account.  Not a good design, imo.

The printer at the time had connectivity to the wifi and did not show 'E' as I would expect.  It just stopped responding and nothing guided me to a solution..

Thanx for your response of things to check and do, but with this printer, power failing and restarting seems to be the standard resolution.

[zoey7886]

Hi @LarryEvergreen, 

Thanks a ton for marking the post as the Accepted Solution — we truly appreciate it! 😊

Totally understand your frustration — it’s definitely not ideal when you're pointed to a website expecting help and end up chasing a solution that just isn't there. You're absolutely right: a simple power cycle shouldn't be the default fix, but sadly, with some temporary firmware hiccups or network refresh issues, that does end up being the "magic trick" more often than we'd like.

We'll pass your feedback along — it really helps us push for better clarity and design in error messaging.

Take care, and thanks again for your time and input. 🙌

Warm regards,