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Guidelines
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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‎07-19-2022 08:41 AM

HP Recommended
Operating System: Microsoft Windows 10 (64-bit)

HP Smart not communicating with printer; won't scan; won't print in HP smart

1 REPLY 1

‎07-31-2022 09:41 AM

HP Recommended

Hi @Helen327,

 

Welcome to the HP Support Community

 

I understand you are facing an issue using the HP Smart app to print and scan. Not to worry I will help you to get a resolution to resolve the issue.

 

To assist better: 

  • May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.
  • When was the last time you were able to print and scan from the PC?
  • Does the copy work fine?
  • Is the blue light solid on the printer?
  • How is the printer connected to your PC?

While you respond to that, Let's perform a power drain: 

  • With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
  • Remove USB cable, if present.
  • Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
  • Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
  • Turn on the printer and wait till warm-up period finishes and the printer is idle

 

Update the printer firmware 

 

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

Click here to know different methods of updating printer firmware.

 

Uninstall and Re-install HP Smart

 

Please refer to  this document: HP printer setup (HP Smart app)

 

Hope this helps! Keep me posted. 

 

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!


ANAND_ANDY
I am an HP Employee

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