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HP Customer Support - Knowledge Base

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Information

Need Windows 11 help?
Check the information on compatibility, upgrade, and available fixes from HP and Microsoft. Windows 11 Support Center

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Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS)

Run this troubleshooting tool built into the HP Smart app for Mac and Windows computers if you are experiencing issues with your printer.

Diagnose & Fix performs the following troubleshooting actions:

Clears print jobs stuck in the queue, resumes any paused print jobs in the queue, and resolves other print queue errors.
Checks if the printer is offline and reconnects it to the network, if possible.
Resolves print spooler errors.
Troubleshoots why the printer is not found on the network (Windows only).
Checks for and installs any available driver updates (Windows only).
Connects the printer to the correct port if there is a port mismatch (Windows only).

Install the HP Smart app (Windows, macOS)

Install the HP Smart app for Windows or macOS, and then set up the printer.

Before you begin

Do the following if you are setting up the printer on a Wi-Fi network.

Place the printer and the computer near the Wi-Fi router.
Turn on Wi-Fi on your computer and connect to your network. If the computer is connected to the network with an Ethernet cable, temporarily disconnect the cable and use the Wi-Fi connection during the setup.
Enable Bluetooth on the computer so that HP Smart can detect the printer during the setup.

Procedure

Download the HP Smart app from HP Smart - Microsoft Store (Windows, in English) or HP Smart - Mac App Store (macOS, in English).

If you are prompted to sign in with Microsoft to use the app across devices, you can sign in or click No, thanks to continue.

Note:
Disconnect from a Virtual Private Network (VPN) connection before downloading.
If you are setting up the HP Smart app for the first time, you must create or sign in to an HP account to access all printer functions.
From the app home screen, click Add Printer or the Add icon , and then follow the prompts to setup your printer.

What to do next

If the HP Smart app cannot find your printer, go to HP printer not found by the software or device during setup for troubleshooting information.

Run Diagnose & Fix

Locate and run Diagnose & Fix in the HP Smart app for macOS and Windows computers.

Procedure

Open the HP Smart app, and then open Diagnose & Fix.
- Windows: Click the Diagnose & Fix icon in the bottom left corner.
- macOS: Click your printer, click Printers in the top menu bar, and then click Diagnose & Fix.
Figure 1. Click the icon in the lower left (Windows), select Diagnose & Fix from the Printers menu (macOS)
Click Start.

Note:
Do not close HP Smart while the troubleshooter is running.
Follow any instructions provided if any issues are found.
If the issue is not resolved, select one of the additional resources, or go to HP Customer Support and search for the specific issue or error message you are experiencing.

Frequently asked questions (FAQs)

Still have a question? Find additional answers and help.

What are the requirements to use Diagnose & Fix?

Review operating system and app version requirements for the HP Smart Diagnose & Fix feature.

An HP printer that supports HP Smart
HP Smart app version 100 and later (Windows) or version 5.5.2 and later (macOS)
A compatible device running the following operating system versions:
- Windows 11 version 21H2 and later
- Windows 10 version 1809 and later
- macOS 10.14 and later

Why do I need to sign in or create an account to use HP Smart?

An HP Smart account allows you to print and scan from the HP Smart app, as well as access to premium features such as mobile fax.

You can also use HP Smart to remotely manage, share access, and print from anywhere with a compatible HP printer.

Which printers are compatible with the HP Smart app?

Most wireless-capable printers manufactured in 2010 and later are supported by the HP Smart app.

To find out if your printer is compatible, go to Mobile printing solutions for HP printers.

Which languages does the HP Smart app support?

HP Smart is currently available in the following languages.

Arabic (Windows, Mac only)
Bulgarian
Catalan (Windows, Mac only)
Chinese (Simplified)
Chinese (Traditional)
Croatian (Windows, Mac only)
Czech
Danish
Dutch
English
Estonian
Finnish
French
German
Greek
Hebrew (Windows, Mac only)
Hungarian
Indonesian (Windows, Mac only)
Italian
Japanese
Korean
Norwegian
Latvian
Lithuanian
Polish
Portuguese
Romanian (Windows, Mac only)
Russian
Slovak (Windows, Mac only)
Slovenian (Windows, Mac only)
Spanish
Swedish
Thai (Windows, Mac only)
Turkish

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