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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎06-09-2024 11:28 AM

HP Recommended
Product: HP OfficeJet Pro 8740 All-in-One Printer
Operating System: Microsoft Windows 11

The HP Smart app thinks the printer is offline and it is not. When I started the scan, the app saw the printer online yet said the scan was cancelled at the printer - WRONG! This happened twice then the app said the printer was offline - WRONG!

 

Has anyone experienced this issue?  Resolution?

 

TIA

3 REPLIES 3

‎06-11-2024 11:59 AM

HP Recommended

HI @javablood,

 

Welcome to HP Support Community.

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

 

Experiencing issues with the HP Smart app incorrectly reporting the printer's status as offline or canceling scans erroneously can be frustrating. Here are some steps you can take to troubleshoot and potentially resolve the issue:

1. Check Printer Connection

  • Ensure that your printer is properly connected to the same network as your device running the HP Smart app. You can do this by printing a network configuration page from the printer's control panel.
  • If the printer is connected via USB, make sure the cable is securely plugged into both the printer and your device.

2. Restart Devices

  • Restart both your printer and the device running the HP Smart app (e.g., smartphone, tablet, computer). Sometimes, a simple reboot can resolve connectivity issues.

3. Update HP Smart App

  • Ensure that you have the latest version of the HP Smart app installed on your device. Check for updates in your device's app store and install any available updates.

4. Check Printer Settings

  • Access the printer's settings menu from the control panel or via its web interface (if available). Ensure that the printer is set to online mode and not in sleep mode or offline mode.

5. Reinstall HP Smart App

  • If the issue persists, try uninstalling and reinstalling the HP Smart app on your device. Sometimes, reinstalling the app can fix any software glitches or compatibility issues.

6. Reset Network Settings

  • On your printer, navigate to the network settings menu and perform a network reset or restore the default network settings. Afterward, reconnect the printer to your Wi-Fi network.

7. Check for Firewall/Antivirus Interference

  • Sometimes, firewall or antivirus software on your device can interfere with the communication between the HP Smart app and the printer. Temporarily disable any firewall or antivirus software and check if the issue persists

 

I hope this helps.

 

Take care and have a good day.

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

Rachel571

HP Support

.
Sneha_01- HP support
Was this reply helpful? Yes No

‎06-11-2024 12:35 PM

HP Recommended

That is a lot of steps to go through for an app. The one I dislike the most is the re-install.  I think it would be better if HP had updates to the app rather than me trying to figure out why the app does not recognize the printer when all other programs do. 😞

Was this reply helpful? Yes No

‎06-12-2024 06:49 AM

HP Recommended

Hi @javablood 

 

I'm sending out a private message to assist you with the next course of action. 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.

 

Hope this helps! Keep me posted for further assistance.

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

Rachel571 

HP Support

.
Sneha_01- HP support
Was this reply helpful? Yes No
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