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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎02-23-2022 01:52 PM

HP Recommended
Product: HP OfficeJet Pro 8025e All-in-One Printer
Operating System: macOS 12.0 Monterey

For some reason, I was logged out of HP Smart and cannot log back in. The app launches and says to look for an open browser window which is never there. I've changed my default browser, turned off pop-up window blocking, uninstalled and reinstalled the app many times. I've tried setting up a new account to no avail - the appropriate page never launches. 

 

Does anyone have a quick fix?

3 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎03-08-2022 12:26 PM

HP Recommended

Hi,

Please check which default browser you use on your Mac.

 

From the Apple menu select System Preferences, then select General.

Make sure that Safari is set as your default browser, then try re-launching HP Smart and logon again.

 

If there is no change, also try selecting Force Quit from the Apple menu and quit Safari, then check for any difference when logging into HP Smart.

 

If the same persists with no difference, please try changing the default browser if you may have Chrome or FireFox installed and check for any difference then,

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂

View solution in original post

1 person found this reply helpful
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5 REPLIES 5

‎02-26-2022 01:50 PM

HP Recommended

@RachSte

 

Welcome to the HP Support Community.

 

Root level uninstall : please delete from /Users/Username/Library/Application Support/HP Smart. Then delete HP Smart from the Applications folder and reinstall from the Mac App Store

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

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‎03-01-2022 02:29 PM

HP Recommended

Hi Betty. No, the solution did not work. I do not have an HP Smart folder in the described location. 

 

When I open the HP Smart app, I am asked to log in and the webpage may be behind other pages. It never opens - I've checked and granted pop-up permissions and even changed my default browser. If I go to HPSmart.com and log in, my printer is not listed, and I have to add my printer claim code. I follow a new set of instructions to locate this code, and I enter my printer's IP address, sign-in, and the printer looks okay and connected. Then I try to Print Info Page, and the operation fails - nothing happens. I can't get this printer claim code, and I cannot use my MFP to scan. 

1 person found this reply helpful
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‎03-08-2022 04:52 AM

HP Recommended

Does the HP Smart App work on any other device?

 

Let us know 🙂


I am an HP Employee

1 person found this reply helpful
Was this reply helpful? Yes No

‎03-08-2022 12:26 PM

HP Recommended

Hi,

Please check which default browser you use on your Mac.

 

From the Apple menu select System Preferences, then select General.

Make sure that Safari is set as your default browser, then try re-launching HP Smart and logon again.

 

If there is no change, also try selecting Force Quit from the Apple menu and quit Safari, then check for any difference when logging into HP Smart.

 

If the same persists with no difference, please try changing the default browser if you may have Chrome or FireFox installed and check for any difference then,

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
1 person found this reply helpful
Was this reply helpful? Yes No

‎03-15-2022 01:15 PM

HP Recommended

Shomil - You nailed it. I had to quit Safari in order for the login window to open. 

 

I had made Chrome and Brave default browsers and tried both of them. In my preferences, I made sure to allow pop-up windows on the hp domain. I was out of options. 

 

I will buy HP ink instead for this printer of a new printer. 🙂 

 

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