Can't scan documents using printer in HP Smart App (Printer is not available)

[BeeJay20071]

OK I am beginning to get frustrated since having to change my router since the last one died.

• I have uninstalled and reinstalled the HP Smart App several times now
• I have also factory reset the printer just as many times as I have the app
• When I open the app and choose the scan menu at the bottom of the screen, Ikeep getting the error "Printer is unavailable" instead of the preview of the document I'm preparing to scan which before making the change to my router/network was what I was used to receiving

I don;t know what else to do and the support advice in reposted content for HP isn't helping. IE completely reset the wireless network, move device as close as you can to printer, etc.

I should also note that I have successfully been able to print but even that's not the same. There is a huge delay, and each time I am printing a document (for exampleL from my iPhone) when I choose the print option it doesn't automatically populate the printer like it used to although my phone is on the new network.I have to select it from a drop down menu each and everytimewhich is not something that was an issue before.

Can anyone help? 

HP Deskjet 2755e

OS: 14.7.6 (Machine can't be upgraded past this point) and current version of iOS on iPhone

[Garp_senchau · Accepted solution]

@BeeJay20071, 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

Reconnect Printer to Wi-Fi

On the printer, press and hold the Wireless button until it flashes.

Use the HP Smart app to reconnect the printer to your new Wi-Fi.

Open HP Smart → Add Printer → Follow on-screen steps.

Make Sure Everything is on the Same Wi-Fi

Your Mac, iPhone, and printer must be on the same Wi-Fi network.

Make sure they all use the 2.4 GHz band (not 5 GHz).

Remove and Re-add Printer on Mac

Go to System Preferences > Printers & Scanners.

Click your printer → Click the – button to remove it.

Click + to re-add it (wait for it to show up, then select it).

Run HP Smart:

• Download and run the HP Smart. Follow the prompts to diagnose and fix common printing issues.
• Refer: Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS) | HP® Support

I hope this helps.

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. 

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,

[BeeJay20071]

Thank you so much for taking the time to assist me with the issue. I now am confident that yesterday when I was having the issue, that I attempted to complete all of the tasks/steps that you presented in your response. 

I decided to give it one more try a little while ago. This time before I started however I power-cycled my router. Once it came back up, I went into the router settings (Didn't do yesterday) and realized that my new router is really fancy and is equipped with Advanced steering technology (Which I could care less about). Funny thing is this router just determines all by itself what runs on the 2.4GHZ and the 5.0GHZ frequencies and there is NO OPTION available to setup an alternate SSID to distinguish the 2 network frequencies.

SPOILER ALERT: The printer on the initial setup attempt was being setup the 5.0GHZ network. After scouring the various menu options within the routers settings, I discovered that I had to select an option that would temporarily place all devices connected to the network to 2.4GHZ for thirty minutes. 

After manually forcing the router into 2.4GHZ mode temporarily, I started to run through the instructions once again. What do you know? Printer is installed, no connectivity issues, and the scanner options within the HP Smart App works just fine. No issues on the Diagnose and Fix either.

Again thanks for the feedback!

[Garp_senchau]

Hey @BeeJay20071,

Thank you for the detailed update! 

I'm really glad to hear that you were able to get everything working after troubleshooting with the router settings. It sounds like you did a great job of identifying the issue, and I'm happy to know that the printer is now set up and functioning properly. If you need any further assistance, don’t hesitate to reach out. 

Thanks again for your patience, and I’m glad we could resolve this together!

Regards,