HP Smart app stopped working on my Mac. All functions properly otherwise on my HP printer/scanner.

[RideOnbus]

The HP Smart app on my Mac no longer functions (it did for over a year). I can still print, copy and scan with the OfficeJet 5255, but not with the app. When I call the app up, it recognizes the presence of the printer and computer, but when I send a command (scan, print) all that pops up is the sales pitch to buy ink cartridges. I've reloaded the app, etc., but to no avail. Thoughts?

[RideOnbus]

I found the answer at https://h30434.www3.hp.com/t5/Printers-Knowledge-Base/HP-Smart-for-Mac/ta-p/6900607. It worked. Once. When I later re-booted and started all over again, the problem re-appeared. I should note that the app still works fine off my iPhone. This matter, i.e., iMac compatibility, needs HP's attention.

[Treeko]

Hi @RideOnbus 

Welcome to HP Support Community. 

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

I see that you are facing printer issue.

Kindly refer to the steps below and let me know if that fixes the issue.

Please perform the below steps and let me know

1) Turn off the Router, Printer, and the computer/ mobile devices. 

2) Wait for 60 seconds. 

3) Turn on the Router first and wait for all the lights to stabilize. 

4) Take out the cartridges. 

5) Unplug the power cord from the printer & wall. 

6) Wait for 30 seconds. 

7) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector. 

😎 Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back > Insert the cartridges

9) Turn on the computer/ mobile devices.

and also uninstall the HP smart app and reinstall it

Update the firmware: 

Request you to update printer firmware. Kindly refer to the steps on this link and let me know if that fixes the issue.

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!

I hope this helps.

Take care and have a good day.

Treeko

HP Support

[RideOnbus]

Hello Treeko and thank you. Please recall that all I was seeing was the ink order page. I can't tell you if your solution would work or not as I got the app to work on my own. I'm not sure how I stumbled onto what follows, but here goes:

When the app is working properly, 9 buttons are displayed on the opening screen. The first button is to order ink. My problem was that the ink order page automatically opened, not even letting the 9 button selection page open before that. Somehow, in fiddling around, I opened a window that shows which buttons are to be opened and which are to be turned off. I had never seen this window before. Anyhow, I turned off the ink-order tab, closed the app and re-opened it. With ink-order removed from the selection, the start screen re-appeared with all other 8 tabs displayed and I had access to printing and scanning again.

In reading what I wrote, you've probably figured out what I did to get the '9-button' control page to open. If I may suggest, please prepare a solution based on what I did (I really don't know...) and make that an available solution for HP Smart difficulties.

Rideonbus