updated app doesn't work

[tierra93]

The new app I can't do anything with my printer.  I can't scan or anything else.  Why is there no way to use the app and nothing under help?

I can't seem to screen shot it also.

[tierra93]

[Kuroi_Kenshi]

Hi @tierra93,

Welcome to the HP Support Community! We're stoked to have you on board! 

To help us get started on resolving your issue, could you please share the model name of your device?

We're looking forward to helping you get back up and running! 

Best regards,

[tierra93]

HP Envy Photo 7864

[Kuroi_Kenshi]

Hi @tierra93,

Thank you for the response.

I understand your HP Envy Photo 7864 isn’t functioning properly with the updated app and you’re unable to scan or print. Let’s go through a few steps to check what could be causing this.

Restart all devices

Power off the printer, close the app, and restart your computer or mobile device.

Power the printer back on and reopen the app.

Check app version and updates

Make sure the HP Smart app is fully updated to the latest version.

On mobile, check the App Store/Google Play for updates; on PC, check the Microsoft Store.

Remove and re-add the printer in the app

Open HP Smart, delete the printer from the app, and then add it again.

Ensure you select the correct printer and it’s connected to the same network as your device.

Verify network connection

Print a network configuration page from the printer.

Confirm it’s connected to the same Wi-Fi network as your computer or mobile device.

Test direct USB connection

Temporarily connect the printer via USB to see if scanning and printing work.

This helps identify if the issue is with the network or the app.

Clear app cache or reinstall

On mobile, clear the HP Smart app cache or reinstall the app.

On PC, uninstall HP Smart completely, then reinstall the latest version.

Following these steps should restore scanning and printing functionality through the app.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[tierra93]

I've done all those things, more than once and even worked with apple tech.  They said to contact HP.

[tierra93]

BTW, no USB connection and an Apple tech helped me check connections, etc.  I had done everything else before contacting Apple and Apple said to contact HP.

[Kuroi_Kenshi]

Hi @tierra93,

Welcome to the HP Support Community! 

We're here to help you tackle that malfunction! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,