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HP Customer Support - Knowledge Base

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Information

Need Windows 11 help?
Check documents and videos on compatibility, FAQs, upgrade information and available fixes. 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, Mac)

Install the HP Smart app and set up the printer with a computer running Windows or macOS.

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.

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

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 HP Smart for the first time, you must create or sign in to an HP account to access all printer functions.
In HP Smart, click Add Printer or the plus sign to search for the printer, and then follow the instructions to complete the setup.

If the printer is not found during a Wi-Fi setup, restore Wi-Fi setup mode on the printer, restart the printer, close then re-open HP Smart, and then try adding the printer again.

Run Diagnose & Fix

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

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.
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 do 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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