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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎01-06-2021 02:57 PM

HP Recommended
Product: hp m428f
Operating System: Microsoft Windows 10 (64-bit)

Hi there, sorry if I posted this on the wrong board. I am having an error with an HP m428f printer connected via USB to a Dell Latitude 3510.

 

I have the HP Smart software installed, and it shows the printer as status unknown the printer works fine. No functionality is impacted. It still prints and scans with-ought issue until the software is shut down and reopened. Once you restart the smart software, the printer shows as offline, and I have to forget the printer and re-add it for it to be usable again.

 

I've reinstalled the software

 

I've reinstalled the drivers

 

when the printer shows as offline in smart, I can still print to the printer from windows, and I do not see any errors in

 

   -device manager

 

   -Printer & Scanners

 

   -Devices and Printers

 

all three show the printer in working order

 

I've ran the HP scan and print doctor

 

   -it reported that the printer is out of paper when it is not and that I should clean the print roller

 

   - I've cleaned the print roller, and the problem persists

 

   -all other checks came back as ok in HP scan and print doctor

I've contacted HP support and was told that:

 

   -Smart was not designed for windows

 

   -smart was not designed to work over USB

 

   -Smart Was not designed to work of ethernet

 

   -Smart was not designed to work over Wi-Fi

 

if anyone has a solution where I can keep using the smart software, I would appreciate that

 

Also, the printer and smart have been working fine for about a year until this point

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