SMART SCAN FAILS

[fcs659]

Sorry, but I tried multiple things and kept going around in circles.  The Scan Doctor kept taking me back to a screen with the printers listed. I wold click next...follow the screens, and then  I would be taken  back to back to the first one... happened many times.

I finally tried to go in where the programs are, and deleted all of the HP programs (maybe 6 or 7), and then into where the printers are, and deleted two copies of this same machine. I also restarted the computer many times during this process

I then acted like I had bought a new computer and plugged it in, reinstalled everything ...maybe 6 different drivers. At some point I got a screen asking for something like a WIN PIN, that is supposed to be on the machine, or in my paperwork...it is not anywhere, so skipped that.

Then, so then I ran the Scan Doctor again, I get a screen that tells me I still have two copies of the printer, (why do I have two, I thought I had deleted everything?)...so I choose one and proceed again. I skipped the name and address registration as I have now done that maybe 6 times.

When I go to the HP SMART program, it tells me my printer is offline and won't scan, not print even if plugged directly in with a cable.

At some point I get a questions about connecting the to WiFi network, but then get a message that I have 5 Gz or something, but can only use 2 GZ..and to "click here"...I click, Network Setting --  and have no clue what it is supposed to be where, nothing about Gz's.

How do I properly delete everything and start over...and how do I get the PIN that was asked for?

[sandytechy20]

@fcs659

This might require remote access to the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Cheers.

[fcs659]

This is months later, but it is impossible to get through to support, again, nothing but running around in circles, They should be ashamed of themselves. I spent hours over days trying to get a live person. Just shameful.

I was about to throw this piece of garbage out and buy a Dell, but decided to try and delete everything I could find and start over. That worked. BUT I have to do the same thing about every 25-30 scans.... it's a piece of crap.

[fcs659]

There is also no way of knowing anyone replied to my comments.... The Post Office sends me photos of today's mail, my credit card company tells me I made a purchase, even my health insurer sends me an email "You have a message!" NOTHING from HP...doesn't anyone there know how to do this? Logging into this page is also NOT EAY AT ALL for a novice....I stumbled upon the replies by mistake.

[Jay_G24]

Hi @fcs659,

Please try the below suggestions-

Set a manual IP-

Print a configuration page to determine the IP address

 a. Press and hold the Start Copy button until the Ready light begins blinking. b. Release the Start Copy button.

1. Open a Web browser on a computer connected to the same network as the HP LaserJet.
2. Type the current IP address of the LaserJet listed on the configuration page into the address bar on your Web browser and press "Enter" to open the HP printer's embedded Web server.
3. Select the "Networking" tab from the HP configuration screen
4. Click "Network Settings" on the left side of the screen.
5. Select the "TCP/IP" tab.
6. Click the drop-down menu under "IP Configuration Method" and select "Manual."
7. Enter a new IP address in the box that appears
8. Click "Apply" at the bottom of the screen

 Connect the printer to TCP/IP port- follow the below instructions-

 --->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

a. Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.

b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.

c.    Follow the Add Port Wizard.  Under Printer Name or IP Address, .  Example:  192.168.1.15.  The IP address will be copied under Port Name.  

d.    Select Next and Finish the Wizard

 Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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