printer / scanner does not show on my account

[wb7tts]

I had this all installed on my computer and had used it last week. but today it would not work So I thought I was contacting an official HP support person but evidently my request for support was hijacked by a scammer 

[wb7tts]

The scammer took control of my computer and started deleting all the files ready for download from HP. and said they were just scam.  then he insisted he could not work with him unless I downloaded a good antivirus but the one he suggested was not approved by the company I work for  to do the Life insurance reports on. He started deleting all the downloads for updates sent from HP saying they were all viruses . I finally disconnected him  from my computer and hung up the phone. I have been trying to file a report about him,. 

[wb7tts]

I have been trying to get my new computer up to date now . fortunately All the updates were just waiting for me to install. 

I had to go through a lot to delete the old printers from my account that I have not had for several years. Still trying to add my new printer/scanner on. 

[Pallipurath · Accepted solution]

Hi @wb7tts,

Welcome to the HP Support Community.

Thank you for posting your query.

I am sorry to hear that your printer/scanner is not appearing on your HP account after updating your computer and removing old devices, I would request you to please follow the steps:

Update Your Computer

• You’ve already installed pending updates—good.
• Make sure Windows Update (or macOS Software Update) shows no pending driver updates.
• Restart once after updates to clear any driver conflicts.

Reset Printer Network Settings

• On touchscreen models: Setup → Network → Restore Network Settings.
• On button‑based models: hold Wireless + Cancel for 5 seconds.
• This clears old Wi‑Fi credentials and puts the printer in setup mode (wireless light blinking).

Reconnect via HP Smart App

• Install or open the HP Smart app on your PC or phone.
• Sign in with your HP account.
• Tap Add Printer → select your printer/scanner.
• Enter your Wi‑Fi SSID and password.
• Wait until the wireless icon turns solid

Install Latest Drivers & Firmware

• Go to HP’s official support site for your printer model.
• Download and install the Full Software and Driver package.
• Run the Firmware Update Utility to ensure the printer/scanner is fully compatible with your new computer.

Clear Print/Scan Queue

• Cancel any stuck jobs in the print or scan queue.
• Restart both printer and computer before retrying.

Use HP Print and Scan Doctor:

• Download the tool from the HP website if it's not already installed.
• Run the tool to diagnose and fix any issues automatically related to your printer or scanner.

Take care and have an amazing day!

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Regards

Pallipurath.