HP Smart.app is broken -- fails to login

[JESii]

I've had my 7740 printer for many years and it continues to work mostly fine. My issue is with the HPSmart.app which is required for scanning. I've used it many times in the past, but now it's hopelessly broken:

1. It requests that I login, which I do with the same login credentials that I use for all HP stuff
2. It starts the login and then the window disappears
3. Many windows are stuck... can't even get to Chrome for example
4. After much digging, I find a window hidden in the background which says "search for and find the window to login...it may be hidden"
5. There is no such window that I can find
6. There are help instructions that go through several trouble-shooting steps and final recommend that you make safeari the default browser (mine's set to chrome)
7. I try that but still no love... there is currently no way to sign on to the app and therefore no way to use the scanning feature (and probably other features that I'm supposed to get)

I don't know what HP was attempting to do with the latest upgrade, but it's now unusable and I have to use the printer console to scan things... terrible.

Hopefully someone can help with this...

Oh... and I even tried 'out of warranty support" but only get "not available at this time..."

[Nal_NR]

Hi @JESii,

Welcome to the HP Support Community. 

I'd like to help!

Were there any changes made to the os or any software for your printer?
 

Try the following.

Uninstall and reinstall the HP Smart app and Mac os. 

You may refer to this document here. 

Or you may also use HP Easy scan. Click here

Hope this helps! Keep me posted for further assistance.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[JESii]

Hi, @elohi_NR... thanks for getting back to me.

* No changes... except maybe switch from WiFi to Ethernet connection -- is there a way to resolve that?

* I've uninstalled/re-installed HPSmart App several times -- no fix

* I'm not going to uninstall/re-install Mac OS just to fix a printer

* I've tried everything on the document you referred to -- including making Safari my default browser -- no fix

* I'll try the last part of that document (Mac built-in driver) and see if that helps.

In any event, I found HP Easy Scan and that does work, although not as nicely as the "Smart" app.

Why in the world would it the app go south so badly that it cannot even login using my valid HP login credentials? Especially that crazy thing about a hidden window that I have to find...

Are there any "hidden" configuration parameters that need to be deleted to get things back to a clean starting point?

Anyway, thanks for the information... I'll see where that last point gets me, or just continue using Easy Scan.

...jon

[JESii]

GM @Elohi_NR... I tried to visit that linke you gave me here:
    "You may refer to this document here."

and now all I get is 404 error.

Is there a new link you can offer?

Thanks... still looking to get HP Smart app working again.

...jon

[Nal_NR]

Hi @JESii,

You may try a different browser and see if that works. If not, I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[JESii]

FYI... I tried another approach by logging in. to HPSmart.app from the sign on button from the account/profile link at the top right corner.

It accepted my signin with no complaints

Yet when I click "scan" it again prompts me to login

And when I go back to the account/profile link, it doesn't recognize that I've already signed in and asks me to signin again.

I have to ask what changes did HP make to this app -- used to work just fine.

[Nal_NR]

Hi @JESii,

Thanks for your reply. This might require one on one interaction to fix the issue.

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!