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HP Customer Support - Knowledge Base

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  • Information

    Fix and resolve Windows 10 update issue on HP Computer or Printer. Click here

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Use Diagnose and Fix in HP Smart to repair common printer issues (Windows, macOS)

Diagnose and Fix is a printer troubleshooting feature built into the HP Smart app.

Diagnose & Fix can detect and repair common issues such as:

  • Check if the print queue is paused and resume the queue.

  • Check for hardware issues like open doors or paper jams and report these issues.

  • Check for print jobs stuck in the queue and resume the print jobs, if possible.

  • Check if the printer is showing as offline and try to connect to the network, if possible.

Run Diagnose and Fix (Windows, macOS)

Run Diagnose and Fix to help repair common printing issues.

Note:

Diagnose and Fix supports:

  • HP Smart app versions: v100 and later (Windows), v5.5.2 and later (macOS)

  • Operating Systems: Windows 1809 and later, macOS 10.13 and later

  1. Open Diagnose and Fix.

    • Windows: Open HP Smart, and then click the Diagnose & Fix icon .

      Clicking the Diagnose & Fix icon in the HP Smart app for Windows
    • Mac: Click your printer, click Printers, and then click Diagnose & Fix.

      Clicking Diagnose & Fix from the Printers menu in the HP Smart app for Mac.
  2. Click Start to begin the automated troubleshooting process.

    Note:

    You must leave HP Smart open to not interrupt the process.

    Clicking Start for Diagnose & Fix in the HP Smart app
  3. If Diagnose & Fix finds issues, follow the prompts to complete the process.

    Diagnose & Fix results in the HP Smart app

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