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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.

  • 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).

Set up your printer with the HP Smart app (Windows, macOS)

Use the guided printer setup in the HP Smart app to connect your printer over USB or to the internet.

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

  2. If a Welcome to HP Smart screen displays, click Accept All.

    HP Smart Welcome screen
  3. Set up or add the printer.

    • If the option to set up or sign in displays, click Set Up a New Printer.

      Clicking Set Up a New Printer
    • If the app home screen displays, click Add Printer (Windows), Set up or add printer (macOS), or the Add printer icon .

      Examples of Add Printer in Windows (left) and macOS (right)

      Examples of the HP Smart app Add Printer options
  4. For macOS, click Get Started under Set up a new printer. If prompted to select a connection type, click WiFi or Ethernet Cable, and then click Continue. Prepare the printer for the connection, and then click Continue.

    Clicking Get Started
  5. Find your printer in the list, click the printer name or Set Up, and then follow the prompts to finish the setup. It might take a few minutes before the printer displays.

    Example of printers found by the HP Smart app

    Examples of printers found by the HP Smart app
  6. If you are using a Wi-Fi connection and your printer is not found, continue to the next step.

  7. Restore Wi-Fi setup mode.

    • Printers with a touchscreen control panel: On the control panel, open the Wireless or Setup menu, select Network Setup or Settings, and then select Restore Network Settings.

    • Printers without a touchscreen control panel: Use the control panel buttons to Restore Wi-Fi setup mode on your HP printer.

  8. Within 2 hours, close then reopen the HP Smart app, and then add the printer again.

  9. If the HP Smart app still 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.

  1. 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)

    Opening Diagnose & Fix in HP Smart for Windows and Mac
  2. Click Start.


    Do not close HP Smart while the troubleshooter is running.

    Clicking Start for Diagnose & Fix in the HP Smart app
  3. Follow any instructions provided if any issues are found.

    Diagnose & Fix results in the HP Smart app
  4. 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)

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