Unable to fax- continuous uploading wheel of death!

[Katie1981]

I have been faxing with this HP Smart program for months. Now, going into the program to fax and the "add files" section has the "uploading symbol" (rotating circle) running constantly. I am unable to upload a file to fax. I am using this on MacBook Air OS version 11.4.

How do I get it to reset? or allow me to fax again?

[Kumar0307]

@Katie1981, Welcome to the HP Support Community!

I understand you are not able to fax using the HP Smart app from your Mac.

Have you tried to send a fax from the printer screen and check if that works?

Did you download the Hp Smart app from the HP support site or the App Store?

Update the printer firmware

Click here to download and install the latest printer firmware from your Mac.

Click here to know different methods of updating printer firmware.

Also, check for any software updates on Mac

Click the Apple icon > About This Mac > Software Update and install any available update.

Remove the HP Smart app from the Mac and reinstall it from the App Store.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[Katie1981]

Have you tried to send a fax from the printer screen and check if that works?- yes

Did you download the Hp Smart app from the HP support site or the App Store?- App Store

Update the printer firmware- tried this a few different ways, doesn't seem to be able to find firmware for MacOS 11.4, all selections stop at 10

Also, check for any software updates on Mac- done

Remove the HP Smart app from the Mac and reinstall it from the App Store.- tried this too, any other options?

[Kumar0307]

@Katie1981

If the issue only persists while using the HP Smart app and if you have reinstalled it already, please reach out to the HP Technical Support team in your region for further assistance. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

[Katie1981]

is it possible to speak with an actual person on the phone? I've tried a lot of different things and really need this to work again asap.

[Kumar0307]

@Katie1981

If the printer is under warranty, yes you will get an option to contact a technical support representative using the link in my previous post.

Create a case using the link I provided and a callback will be scheduled.

Keep me posted for any other assistance.

[Katie1981]

Update: I think its just a glitch. Theres nothing wrong with the app when I make a new HP smart account and use that with the same printer and same computer. Perhaps HP should figure out how to fix it?