HP messing with my printer

[mbconover]

Print doctor worked so well.  Now dealing with HP smart-  all it want to do is sell me ink.   My coppy and print functions are not working,  and the error messages claim I meet to be connected to HP (not just my printer to my network and computer)  clearly,  I have a connection,  because it is reporting the ink cartage levels in the HP smart sales pitch.    

The printer screen says "connect to HP'  and then it fails to be able to

[Dragon-Fur]

@mbconover 

Welcome to the HP Community --

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@mbconover wrote:

Print doctor worked so well.  Now dealing with HP smart-  all it want to do is sell me ink.   My copy and print functions are not working,  and the error messages claim I meet to be connected to HP (not just my printer to my network and computer)  clearly,  I have a connection,  because it is reporting the ink cartage levels in the HP smart sales pitch.    

The printer screen says "connect to HP'  and then it fails to be able to

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Not sure, though there might be some things to try to clear out some of the chaos.

If you can do so --

Ignore the Ink marketing -- Yes, it's pushy -- Skip, Ignore, "Just say No".

Start here --

1)  Get rid of ( permanently uninstall) the old Print and Scan Doctor

2)  Consider moving from HP Smart to HP App

3)  If you are not doing so, consider using an assigned IP address to help stabilize your printer's connection to your network. 

==========================================

   May 2025

1)  The HP Print and Scan Doctor should be removed.

-- Note --

Unfortunately, older printer software might install the old Doctor.

Ignore references to the HP Print and Scan Doctor in any documents where you find it

AND

You might have to chase down and remove the Doctor more than once if it is installed with older printer software.

-- Read and complete steps --

HP Customer Advisory - HP Print and Scan Doctor for Windows – Elevation of Privilege Security Vulner... 

Excerpted

Remove HP Print and Scan Doctor (Windows)

Remove HP Print and Scan Doctor by deleting the desktop shortcut and application folders.

    Open Windows File Explorer.

    Click Desktop, and then delete the HP Print Scan Doctor shortcut if it exists.

    In File Explorer, enter C:\HP\Diagnostics\PSDR in the address bar.

    If the folder exists, delete it and all its contents.

    In File Explorer, enter C:\Program Files (x86)\HP\Diagnostics\PSDR in the address bar.

    If the folder exists, delete it and all its contents.

------------------------------------------------------

Next,

Effective immediately

2)  Consider moving from the HP Smart application to its replacement:  HP App

The HP App can be found in the App Store: Microsoft Store 

-- Important –

Any HP application you install should be sourced from HP 

What?  Fakes have been discovered on at least one Mobile App Store –

Check who is providing the application >> “HP Inc.”

OR

The long answer / information / examples

2)  Consider moving from the HP Smart application to its replacement:  HP App

The HP App can be found in the App Store: Microsoft Store 

-- Important –

Any HP application you install should be sourced from HP 

What?  Fakes have been discovered on at least one Mobile App Store –

Check who is providing the application >> “HP Inc.”

OR

The long answer / information / examples

=================================

HP Smart Bug -- Comments -- Solution - HP App

The much discussed and weird "offset" issue is result of a rapidly spreading bug in HP Smart.

There are screenshot examples in various posts in the Community.

         ------- For those reading -------

There is a reported Bug in the HP Smart application (Windows).

           The problem has been reported to HP.

         ----------------------------------

Proposed Solution

-- Recommended -- One and more of the following --

• Install and use the HP App (Introduction and information is provided later in this message).  HP App is the replacement for HP Smart.
• ⇶  At the least -- Install the HP App as a means to kick the "Smart" bug to the side.  That means, Install the HP App > Restart the computer > Try using HP Smart and see if the mere act of installing its replacement (HP App) "fixes" the bug in HP Smart.  Sounds silly, but some folks report that this is enough if you want to keep using the old HP Smart application.

AND / OR

• Use HP Scan (part of your full driver printer software)
• → Model and Operating System Dependent →  Install / Use the HP Universal Scan Software (available as a separate download / install) on the drivers webpage
• Use Windows Scan until you decide / find a solution that suits your situation.

                     -- Start --

-- Details / Examples  / Troubleshooting --

HP is a wrapper that combines a Devices menu similar to HP Support Assistant with the features and options in the HP Smart application.

The HP App can be found in the App Store: Microsoft Store 

Look for the HP App under the single name "HP" 

Make sure your choice is sourced from HP, Inc.

--------------------------------------------------------------------------

-- What about HP App? --

At some point, perhaps even now, HP Smart will no longer be available in the  Microsoft Store  .

There are at least two possible consequences to this:

• Were there a version fix for the reported HP Smart "Scan - Save - Off-Center" bug, it can be more difficult to actually obtain a fixed version of the HP Smart app.
• Any constant request to update HP Smart is perhaps because the app cannot be updated through the conventional means.   There are caveats to that comment, none of which matter in context.

-- Watch – HP App – Introduction --

 HP Support Videos – HP App - What happened to HP Smart? | Use the new HP app 

 10 chapters

 Expand the area that describes the application – read the first sentences and click “More”

 Samples

 Print, Scan, Fax, Save – Minute 1:15

 Account Information and Print Dashboard – Minute 1:30

 Get Help – Minute 2:02

 Select “Use AI Search” – Minute 2:08

 EWS (Embedded Web Server) – Minute 2:21 > Printer Settings > View all > Advanced (opens EWS)

 Reminders

• If asked enter the printer’s PIN number – The default PIN might be located on the back or inside the printer (ink access area).

 And

• “Advanced” / EWS can also be opened using your Browser:   Open your Browser > Type / enter the Printer IP address into URL / Address bar

And

 HP Support Videos – HP App - Scan using the HP App | HP printers | HP Support

And

 HP Support Videos – HP App - Fix unavailable features in the HP app | HP printers | HP Support

⇶  HP Support Videos – HP App - Fix a “Scanning Unavailable” error in the HP app | HP printers | HP Sup...

Example - HP App - Main Menu / Printer Menu & Options

HP_App_Win_Menu_Options_7

========================

EWS - Network Connection

Example – EWS Setup – IPv4

EWS > HP Document / How-to (Basic format)

Use the HP printer Embedded Web Server (EWS)

NOTE:  Find printer IP address

Section Open the EWS over a local network orientation

Classic EWS – InkJet printers and some LaserJet printers

Ethernet

Open your Browser >

Type / enter the Printer IP address into URL / Address bar

      Note → If the browser security will not let you open EWS, try a different browser.

Tab Network > Wired (802.3) > IPv4 Configuration

Wireless

Open your Browser >

Type / enter the Printer IP address into URL / Address bar

      Note → If the browser security will not let you open EWS, try a different browser.

Tab Network > Wireless (802.11) > IPv4 Configuration

As Available:

Tab Network > Wireless (802.11) > Advanced

Section Advanced

Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password

Select and connect to the correct SSID / network name for the bandwidth you are using.

Notes

• If your browser security will not allow you to open EWS, try a different browser.
• It is not mandatory that you use a manual / static IP address.  Doing so can improve stability.
• If you assign a manual / static address on the printer, update your router to reflect the assigned IP address.
• EWS sections might be locked and require the printer’s PIN number to access.  Find the printer’s default PIN inside the ink cartridge ink cartridge / area, or perhaps on the bottom or back of the printer.  Check your printer’s User Guide first chapter for details – search the document for “ PIN “.

Example

EWS_9025_Network_IPv4_Configuration_8

===================================

Message Content References

-- Take advantage of the extensive HP Video collection --

                                            ↓↓↓↓↓↓↓

Technology Tips - Video Gallery from our HP Expert greenturtle

 Technology Tips– YouTube Video Help for Printers

 HP Support Official Channel – HP Support Video Gallery

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

HP Officejet Pro 8620 e-All-in-One Printer series  

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