HP Smart & HP Print and Scan Doctor can't find and access my installed and working Officejet 9015

[cjmeloy]

I have an HP Officejet Pro 9015 printer. The printer is setup wirelessly. On my windows 11 pro laptop, the printer is in windows’ list of printers. And I can print. to it just fine. However, HP Smart and HP Print and Scan Doctor cannot and will fine and access this printer. So I cannot scan from it. I have recycled both the printer and the router multiple times with no change. I have tried to “add a printer” in HP Smart. When this function runs, the printer shows up as “online” but I am unable to access it or add it. I am at a loss. Any suggestions how this can be corrected?

[Raj2111]

Hi @cjmeloy 

Welcome to the HP support community.

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

I would suggest you to uninstall HP smart app and reinstall it, for referense please find the document, Click HERE

You may also try these steps :

Printer is not found or listed in the HP Smart app

Create or restore the connection to your HP printer by its connection setup type.

Wi-Fi connection setup

Check for network issues and review setup requirements if your wireless printer is not found by HP Smart.

Perform the following tasks in the order given. Return to HP Smart after each task to see if the issue is resolved.

Restart the printer and the computer or mobile device to clear possible error conditions.

Restore Wi-Fi setup mode: Printers with a touchscreen control panel: On the control panel, open the Wireless or Setup menu, select Network Setup or Settings, and then select Restore Network Settings.

Printers without a touchscreen control panel: Use the control panel buttons to Restore Wi-Fi setup mode on your HP printer.

On your computer or mobile device, open the list of available networks.

If the network you are connected to is not yours, disconnect from the network and reconnect to your normal Wi-Fi network. Do not connect to the printer Wi-Fi signal DIRECT-xx-HP [your printer model name].

Note:

A printer connection cannot be established over public or guest networks that allow guest logins used in schools, hotels, or coffee shops.

If the network status is not connected, connect to your network, and then check the status again. A check mark or connected status displays next to the network name when connected.

Enable additional connections on your computer or mobile device.

Turn on Wi-Fi (PCs only): Enable Wi-Fi even if the computer is connected to the network with Ethernet. If Wi-Fi does not turn on while using the wired connection, disconnect the Ethernet cable temporarily to enable Wi-Fi.

Turn on Bluetooth: HP Smart uses Bluetooth to detect the printer.

Enable location setting (mobile devices only): After installing HP Smart for iOS and Android, enable the location service in device settings to allow the app to use your location and Bluetooth.

Move the printer and the computer or mobile device within eight meters (26 feet) of the router or range extender, and then check the connection status.

Printer connection: If the wireless light or icon is solid and blue, the printer is connected to the network. If it is off or flashing, the printer is not connected to the network.

Computer or mobile device connection: Check the network signal strength. If the wireless icon shows a weak signal status , move closer to the router or range extender until a strong signal displays . Walls, metal bookcases, and electronics that emit radio signals can weaken the wireless signal.

Reinstall HP Smart from your app store, and then add the printer again.

Open a website to confirm the internet service is working. If page load time is slow or intermittent, restart the router.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[Raj2111]

Hi @cjmeloy 

Welcome to the HP support community.

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

I would suggest you to uninstall HP smart app and reinstall it, for referense please find the document, Click HERE

You may also try these steps :

Printer is not found or listed in the HP Smart app

Create or restore the connection to your HP printer by its connection setup type.

Wi-Fi connection setup

Check for network issues and review setup requirements if your wireless printer is not found by HP Smart.

Perform the following tasks in the order given. Return to HP Smart after each task to see if the issue is resolved.

Restart the printer and the computer or mobile device to clear possible error conditions.

Restore Wi-Fi setup mode: Printers with a touchscreen control panel: On the control panel, open the Wireless or Setup menu, select Network Setup or Settings, and then select Restore Network Settings.

Printers without a touchscreen control panel: Use the control panel buttons to Restore Wi-Fi setup mode on your HP printer.

On your computer or mobile device, open the list of available networks.

If the network you are connected to is not yours, disconnect from the network and reconnect to your normal Wi-Fi network. Do not connect to the printer Wi-Fi signal DIRECT-xx-HP [your printer model name].

Note:

A printer connection cannot be established over public or guest networks that allow guest logins used in schools, hotels, or coffee shops.

If the network status is not connected, connect to your network, and then check the status again. A check mark or connected status displays next to the network name when connected.

Enable additional connections on your computer or mobile device.

Turn on Wi-Fi (PCs only): Enable Wi-Fi even if the computer is connected to the network with Ethernet. If Wi-Fi does not turn on while using the wired connection, disconnect the Ethernet cable temporarily to enable Wi-Fi.

Turn on Bluetooth: HP Smart uses Bluetooth to detect the printer.

Enable location setting (mobile devices only): After installing HP Smart for iOS and Android, enable the location service in device settings to allow the app to use your location and Bluetooth.

Move the printer and the computer or mobile device within eight meters (26 feet) of the router or range extender, and then check the connection status.

Printer connection: If the wireless light or icon is solid and blue, the printer is connected to the network. If it is off or flashing, the printer is not connected to the network.

Computer or mobile device connection: Check the network signal strength. If the wireless icon shows a weak signal status , move closer to the router or range extender until a strong signal displays . Walls, metal bookcases, and electronics that emit radio signals can weaken the wireless signal.

Reinstall HP Smart from your app store, and then add the printer again.

Open a website to confirm the internet service is working. If page load time is slow or intermittent, restart the router.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[Raj2111]

Hi @cjmeloy 

Welcome to the HP support community.

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

We request you try below steps:

Restore the printer : Click HERE

Try the below suggestions -

 Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

1. Download HP Print and Scan Doctor.
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
   • If your printer in not in the list, turn it off and on, and then click Retry.
   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
4. If a screen prompts you to turn on printer updates, click Yes.
5. If a screen prompts you to make your printer the default printer, click Yes.

Reinstall the HP print driver (Windows)

Uninstall then reinstall the print driver on a Windows computer.

--->In Windows, search for and open Programs and Features.

--->Select your HP printer.

--->Select Uninstall.

--->In Windows, search for and open Devices and Printers.

--->In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

--->Open up the run command with the "Windows Key + R" key combo.

--->Type printui.exe /s and click OK.

--->Click on the Drivers tab.

--->Look for HP Printer driver. If you see it click on it and click remove at the bottom.

--->Select OK.

--->Select Apply and OK on the Print Server Properties windows.

--->Close Devices and Printers.

And then reinstall the printer full-featured drivers from software and drivers page 

Check Windows Image Acquisition settings

Windows Image Acquisition (WIA) allows communication between the computer and scanner. If WIA is not on or running correctly, scan jobs can fail.

1. In Windows, search for and open View local services.
2. Next to Windows Image Acquisition (WIA), check the Status and Startup Type.
   • If the status is 'Started' or 'Running' and the Startup Type is 'Automatic', WIA is working correctly. No further action is required.
   • If the status is 'Disabled' or blank, continue with these steps.

1. Right-click Windows Image Acquisition (WIA), and then select Properties.
2. On the General tab, select Automatic from the Startup type drop-down.
3. Under Service status, click Start.
4. If the Start button is grayed out, return to the Services list and make sure the following services are running and set as Automatic.
   • DCOM Server Process Launcher
   • Remote Procedure Call
   • RPC Endpoint Mapper
   • Shell Hardware Detection
5. Try to start WIA again.

Hope this helps! Keep me posted.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support