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Discussion Starter #1
I just bought a deskjet 4100 print/scan/copy and it's been quite frustrating setting it up and using it. When I opened it, it appears from what came with it that I needed a smartphone to configure it, which isn't the case. Now I know I can do it with my desktop



When I was setting it up with the phone app it had me try to print a test page- when I hadn't even put in the ink yet. I closed out of it, downloaded hp smart for my desktop, and I have been TRYING to use it, but it's not very responsive. I have several things to scan and am trying to use the document feeder. But, it will only successfully scan SOMETIMES. Other times it won't even begin to take the pages in and scan them. I had a session today with an HP tech, where I shared my screen and he took control of my system and tried to scan a page. It worked, BUT I told him that would probably be short lived. He told me there is nothing that can be troubleshooted with a working device. But, true enough, the next time I tried to scan something with the document feeder it WON'T take the pages (I don't want to use the glass, I want this to work properly)



I thought this printer was wireless only, and that's the way I set it up, but it appears there is no way to secure it with a password on our home network, so only I can use it. I've tried switching it to USB, but I don't know how, the manual just says plug in the USB cord, which I have but under the printer settings in HP smart it says it's still connected via wireless, which is what I don't want. How do I specify/change it wireless?



I tried removing the printers in windows and trying to set it up as it hadn't seen it before, it went through the setup wizard, asking me to install the ink (this time it worked properly- asked me for it) but the ink is already installed, and it wouldn't let me past the frequently asked questions page, there was no button to go further.



Right now, the printer shows as offline in HP smart and there are two instances of it. I tried using HP scan/print doctor (a second time, I had to use it before) and it hasn't worked

Here's a video even

 

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Microsoft-Team Manager , Hardware - Team Manager
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Discussion Starter #5 (Edited by Moderator)
Just had a 2 chat tech session with HP. Here is the first one, a couple days ago, followed by the second

4:25 PM Connecting...
4:25 PM Connected. A support representative will be with you shortly.
4:27 PM Support session established with Pankaj.
4:27 PM Pankaj: Welcome to HP Customer Support & Services for Imaging and Printing Group. My name is Pankaj pal and I will be your Technical Support Specialist today.
4:27 PM Pankaj: Please confirm me with the below detailsCountry:phone number:
4:27 PM Me: Ok
4:27 PM Me: USA 9783026148
4:29 PM Pankaj: Thank you for sharing details.
4:31 PM Pankaj: Are you facing same issue while making photocopy from front panel of the printer as well?
4:31 PM Me: I haven't tried that yet
4:31 PM Pankaj: Try to make copy from feeder.
4:31 PM Me: It scans SOMETIMES, other times it the document feeder simply WON'T start taking the pages
4:32 PM Pankaj: Okay will try to get issue fix let me know about copy from feeder.
4:33 PM Me: Do you want me to copy it using the feeder from my computer, or pressing a button the device?
4:33 PM Me: On the device
4:34 PM Pankaj: Yes try to make copy from feeder using printer.
4:35 PM Me: It took one of the blank pages halfway down then stopped
4:36 PM Me: it says "F" on the printer display
4:36 PM Me: and the power button on the printer is blinking
4:38 PM Pankaj: Have you tried to unplug and replug power cord from rear side of the printer?
4:39 PM Me: I tried that earlier and it worked
4:39 PM Me: tried it again and it didn't
4:39 PM Me: I'll try it now
4:40 PM Me: just replugged it
4:40 PM Pankaj: May I know from where did you purchase this printer?
4:40 PM Me: power light still blnking
4:40 PM Me: bestbuy.com
4:41 PM Me: I turned to back on
4:41 PM Me: it took the blank sheet of paper all the way through, but didn't print on it. Now there is a blue light next to the wifi button on the printer
4:41 PM Pankaj: Seems your printer is facing hardware issue and your printer need to be replaced.
4:42 PM Pankaj: You can contact to store for replacement.
4:42 PM Pankaj: You will get same day replacement.
4:42 PM Pankaj: Your printer is not feeding properly.
4:43 PM Me: Are you sure?
4:43 PM Me: It's not a software problem?
4:43 PM Me: It has worked SOMETIMES and not others
4:44 PM Pankaj: No as we are not able to make copy feeder that means printer is facing hardware issue.
4:44 PM Me: Also, when I trying to set it up with the app it asked me to print a test page BEFORE it had even instructed me to load the ink and paper
4:45 PM Me: Do I have to specify I want to copy using the feeder, rather than the scanner glass, could that have been it?
4:46 PM Pankaj: Top feeder is getting if you want then you can scan with scanner glass.
4:46 PM Me: but first I have to somehow tell it I want to use the feeder, perhaps I didn't when we tried to make that test copy
4:48 PM Pankaj: We have tried to make copy using top feeder and it is grabbing paper correctly.
4:49 PM Me: How do you know how tried to use the top feeder, rather than the scanning glass if we didn't specify we wanted to use the document feeder
4:50 PM Me: how tried=we tried
4:51 PM Pankaj: You told that when you tried to make copy using top feeder it goes half way.
4:53 PM Pankaj: That indicates an hardware issue.
4:53 PM Me: I said it tried to pull a blank sheet of paper from the paper tray that went halfway, NOT the document I put in the document feeder it didn't take that at all. Once I plugged it back in, it took the blank piece of paper all the way through the printer without printing on it, the document on the document feeder it didn't take at all
4:57 PM Pankaj: We will now begin the troubleshooting and to set your expectation, this may take roughly 15-30 minutes of your time but will depend on the complexity of the issue.In the event that we get disconnected in this chat session, please check your email inbox or spam folder immediately. You will receive instruction on how we can re-established the connection.You will receive an email (Subject: Reconnection - HP Chat Support) from us within 2 to 3 minutes containing instructions and a code to re-establish our chat session, in case we get disconnected. This email will help you reconnect directly with me so that we can continue our troubleshooting session. Let me confirm the email address where we can send the reconnection email.
4:58 PM Me: What do you mean "set my expectiation?" Yes, that is my correct email address
4:59 PM Pankaj: Do you mind if we share your computer screen so that we can easily troubleshoot together?You will be able to see all of the action that I take. I will also explain what we did and why we did. Are you okay with allowing me to do this?
5:00 PM Me: Ok, sure
5:00 PM Pankaj: Are we able to print from computer?
5:01 PM Me: let me try it
5:02 PM Me: Ok, yes just printed a page just fine, no problems
5:03 PM Pankaj: May I know how your computer and printer are connected. USB , wireless or Ethernet cable?
5:03 PM Me: wireless- wi/fi
5:03 PM Pankaj: I will send you a link to run an applet so that I can do screen share. Please click the "Download Applet" link, and then follow the prompts to run the file.You will then see a small HP Remote Assistance window; please read through the actions I will be able to perform in order to assist you. If you agree, click OK.You can end our screensharing session at any point by clicking the “red X” in the HP chat window or by simply pressing the “Pause/Break” key near the upper-right corner of your keyboard.
5:03 PM Pankaj would like to start an operation which requires an applet to be downloaded. Download AppletThe download should begin in a moment and the Applet should start automatically. If the download does not start in a few seconds, click here.
5:05 PM Me: my printer started printing something, I didn't even ask it to
5:05 PM Me: says "alignment required for best quality" on the page it printed
5:06 PM Applet connecting...
5:06 PM Application running as Windows system service
5:06 PM Applet connected.
5:07 PM Pankaj: I will now initiate the remote desktop sharing process. In the remote desktop sharing process, I will be able to view and take control of your computer. Please close all open programs and do not leave your computer station. You will then be able to see all actions that I take. If you wish to, you can terminate the remote desktop sharing session immediately by clicking on the “X” icon on the HP applet. Please indicate your understanding and agreement to these conditions by clicking – “OK”
5:08 PM Me: Ok, go ahead
5:08 PM You have granted full permission to Pankaj. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard.
5:08 PM Remote Control started by Pankaj.
5:10 PM Me: hi
5:10 PM Pankaj: Thank you we are now into remote session.
5:12 PM Pankaj: Place document in top feeder and let me know once done.
5:12 PM Me: Yes, it's in there
5:14 PM Pankaj: Adjust document properly with the help of paper guide.
5:14 PM Pankaj: HP smart app is working fine.
5:14 PM Pankaj: It scans the document.
5:14 PM Me: It is now, but I don't know if I'll have trouble in the future again
5:15 PM Me: like I said SOMETIMES it works, sometimes it doesn't
5:15 PM Pankaj: what happens when it did not work?
5:15 PM Pankaj: Right now its working fine.
5:15 PM Me: It wouldn't even take the sheets from the document feeder, simply does nothing
5:16 PM Me: I had it work twice today, then ran into problems
5:16 PM Pankaj: Sean in that case there could be issue with rollers.
5:16 PM Pankaj: or Feeder sensor.
5:16 PM Me: ok
5:17 PM Pankaj: Right it's working fine no issue found.
5:17 PM Me: I'm not so confident it will stay that way, however
5:18 PM Pankaj: We can't do trouble shoot on working printer.
5:18 PM Pankaj: You can get back to us later when you face such issue again/
5:18 PM Pankaj: **.
5:18 PM Me: ok
5:18 PM Remote Control by Pankaj stopped.
5:18 PM Me: are you still convinced there is a hardware issue?
5:18 PM Pankaj: Is there any thing else I may assist you with?
5:19 PM Me: No, but I'd like to have some case/reference number if problems appear again
4:25 PM Connecting...
4:25 PM Connected. A support representative will be with you shortly.
4:27 PM Support session established with Pankaj.
4:27 PM Pankaj: Welcome to HP Customer Support & Services for Imaging and Printing Group. My name is Pankaj pal and I will be your Technical Support Specialist today.
4:27 PM Pankaj: Please confirm me with the below detailsCountry:phone number:
4:27 PM Me: Ok
4:27 PM Me: USA 9783026148
4:29 PM Pankaj: Thank you for sharing details.
4:31 PM Pankaj: Are you facing same issue while making photocopy from front panel of the printer as well?
4:31 PM Me: I haven't tried that yet
4:31 PM Pankaj: Try to make copy from feeder.
4:31 PM Me: It scans SOMETIMES, other times it the document feeder simply WON'T start taking the pages
4:32 PM Pankaj: Okay will try to get issue fix let me know about copy from feeder.
4:33 PM Me: Do you want me to copy it using the feeder from my computer, or pressing a button the device?
4:33 PM Me: On the device
4:34 PM Pankaj: Yes try to make copy from feeder using printer.
4:35 PM Me: It took one of the blank pages halfway down then stopped
4:36 PM Me: it says "F" on the printer display
4:36 PM Me: and the power button on the printer is blinking
4:38 PM Pankaj: Have you tried to unplug and replug power cord from rear side of the printer?
4:39 PM Me: I tried that earlier and it worked
4:39 PM Me: tried it again and it didn't
4:39 PM Me: I'll try it now
4:40 PM Me: just replugged it
4:40 PM Pankaj: May I know from where did you purchase this printer?
4:40 PM Me: power light still blnking
4:40 PM Me: bestbuy.com
4:41 PM Me: I turned to back on
4:41 PM Me: it took the blank sheet of paper all the way through, but didn't print on it. Now there is a blue light next to the wifi button on the printer
4:41 PM Pankaj: Seems your printer is facing hardware issue and your printer need to be replaced.
4:42 PM Pankaj: You can contact to store for replacement.
4:42 PM Pankaj: You will get same day replacement.
4:42 PM Pankaj: Your printer is not feeding properly.
4:43 PM Me: Are you sure?
4:43 PM Me: It's not a software problem?
4:43 PM Me: It has worked SOMETIMES and not others
4:44 PM Pankaj: No as we are not able to make copy feeder that means printer is facing hardware issue.
4:44 PM Me: Also, when I trying to set it up with the app it asked me to print a test page BEFORE it had even instructed me to load the ink and paper
4:45 PM Me: Do I have to specify I want to copy using the feeder, rather than the scanner glass, could that have been it?
4:46 PM Pankaj: Top feeder is getting if you want then you can scan with scanner glass.
4:46 PM Me: but first I have to somehow tell it I want to use the feeder, perhaps I didn't when we tried to make that test copy
4:48 PM Pankaj: We have tried to make copy using top feeder and it is grabbing paper correctly.
4:49 PM Me: How do you know how tried to use the top feeder, rather than the scanning glass if we didn't specify we wanted to use the document feeder
4:50 PM Me: how tried=we tried
4:51 PM Pankaj: You told that when you tried to make copy using top feeder it goes half way.
4:53 PM Pankaj: That indicates an hardware issue.
4:53 PM Me: I said it tried to pull a blank sheet of paper from the paper tray that went halfway, NOT the document I put in the document feeder it didn't take that at all. Once I plugged it back in, it took the blank piece of paper all the way through the printer without printing on it, the document on the document feeder it didn't take at all
4:57 PM Pankaj: We will now begin the troubleshooting and to set your expectation, this may take roughly 15-30 minutes of your time but will depend on the complexity of the issue.In the event that we get disconnected in this chat session, please check your email inbox or spam folder immediately. You will receive instruction on how we can re-established the connection.You will receive an email (Subject: Reconnection - HP Chat Support) from us within 2 to 3 minutes containing instructions and a code to re-establish our chat session, in case we get disconnected. This email will help you reconnect directly with me so that we can continue our troubleshooting session. Let me confirm the email address where we can send the reconnection email.
4:58 PM Me: What do you mean "set my expectiation?" Yes, that is my correct email address
4:59 PM Pankaj: Do you mind if we share your computer screen so that we can easily troubleshoot together?You will be able to see all of the action that I take. I will also explain what we did and why we did. Are you okay with allowing me to do this?
5:00 PM Me: Ok, sure
5:00 PM Pankaj: Are we able to print from computer?
5:01 PM Me: let me try it
5:02 PM Me: Ok, yes just printed a page just fine, no problems
5:03 PM Pankaj: May I know how your computer and printer are connected. USB , wireless or Ethernet cable?
5:03 PM Me: wireless- wi/fi
5:03 PM Pankaj: I will send you a link to run an applet so that I can do screen share. Please click the "Download Applet" link, and then follow the prompts to run the file.You will then see a small HP Remote Assistance window; please read through the actions I will be able to perform in order to assist you. If you agree, click OK.You can end our screensharing session at any point by clicking the “red X” in the HP chat window or by simply pressing the “Pause/Break” key near the upper-right corner of your keyboard.
5:03 PM Pankaj would like to start an operation which requires an applet to be downloaded. Download AppletThe download should begin in a moment and the Applet should start automatically. If the download does not start in a few seconds, click here.
5:05 PM Me: my printer started printing something, I didn't even ask it to
5:05 PM Me: says "alignment required for best quality" on the page it printed
5:06 PM Applet connecting...
5:06 PM Application running as Windows system service
5:06 PM Applet connected.
5:07 PM Pankaj: I will now initiate the remote desktop sharing process. In the remote desktop sharing process, I will be able to view and take control of your computer. Please close all open programs and do not leave your computer station. You will then be able to see all actions that I take. If you wish to, you can terminate the remote desktop sharing session immediately by clicking on the “X” icon on the HP applet. Please indicate your understanding and agreement to these conditions by clicking – “OK”
5:08 PM Me: Ok, go ahead
5:08 PM You have granted full permission to Pankaj. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard.
5:08 PM Remote Control started by Pankaj.
5:10 PM Me: hi
5:10 PM Pankaj: Thank you we are now into remote session.
5:12 PM Pankaj: Place document in top feeder and let me know once done.
5:12 PM Me: Yes, it's in there
5:14 PM Pankaj: Adjust document properly with the help of paper guide.
5:14 PM Pankaj: HP smart app is working fine.
5:14 PM Pankaj: It scans the document.
5:14 PM Me: It is now, but I don't know if I'll have trouble in the future again
5:15 PM Me: like I said SOMETIMES it works, sometimes it doesn't
5:15 PM Pankaj: what happens when it did not work?
5:15 PM Pankaj: Right now its working fine.
5:15 PM Me: It wouldn't even take the sheets from the document feeder, simply does nothing
5:16 PM Me: I had it work twice today, then ran into problems
5:16 PM Pankaj: Sean in that case there could be issue with rollers.
5:16 PM Pankaj: or Feeder sensor.
5:16 PM Me: ok
5:17 PM Pankaj: Right it's working fine no issue found.
5:17 PM Me: I'm not so confident it will stay that way, however
5:18 PM Pankaj: We can't do trouble shoot on working printer.
5:18 PM Pankaj: You can get back to us later when you face such issue again/
5:18 PM Pankaj: **.
5:18 PM Me: ok
5:18 PM Remote Control by Pankaj stopped.
5:18 PM Me: are you still convinced there is a hardware issue?
5:18 PM Pankaj: Is there any thing else I may assist you with?
5:19 PM Me: No, but I'd like to have some case/reference number if problems appear again
5:19 PM Connecting...
5:19 PM Connected. A support representative will be with you shortly.
5:19 PM Me: ue from this point
5:19 PM Support session established with Pankaj.
5:19 PM Pankaj: Please also save the case number: 5056884438 you can use this as a reference for this chat session.
5:19 PM Me: so we can continue from the point we left off
5:20 PM Pankaj: Thnak you for contacting HP total care. In case you need to contact us back in future then either initiate a chat session via: www.hp.com/chat or call us on: 1-800-474-6836.Have a nice day!! Take care!!
5:20 PM Me: ok Thank you
5:20 PM Please wait while your request is being processed.
5:20 PM File transfer cancelled.
5:20 PM Saving chat transcript

Second Chat

6:20 PM Connecting...
6:20 PM Connected. A support representative will be with you shortly.
6:21 PM Support session established with Nitin.
6:22 PM Nitin: Hi !Welcome to HP Customer Support & Services for Imaging and Printing Group. My name is Nitin and I will be your technical support specialist today. Please allow me a minute while I review the problem description.
6:22 PM Nitin: Before we proceed, please confirm me with the below details for our records;Country: ??Phone/Contact Number: ??
6:22 PM Me: USA and I already gave it, but 9783026148
6:22 PM Me: I have a previous session you can review
6:23 PM Nitin: Thank you for providing the details. I will surely assist you to fix the issue.
6:23 PM Nitin: Do you have your previous case ID?
6:23 PM Me: reference number 5056884438
6:24 PM Nitin: Please allow me few minutes let me check the case details, then I will help you.
6:26 PM Me: This device has been very difficult and has had several problems, I'm quite frustrated
6:26 PM Nitin: I know this can be frustrating, but I am here to help you try and fix this issue.
6:27 PM Nitin: Please explain the exact issue you are facing with the printer, so that I can assist you in a better manner.
6:28 PM Me: Well, to fix the problem I am trying to switch it from wireless to USB, but don't know how to do so in the settings, right now it shows the printer as being offline
6:30 PM Nitin: I understand the inconvenience caused to you. I assure you that I will try my best to resolve the issue as quickly as possible.
6:31 PM Nitin: Where do you see this offline error message on your computer?
6:31 PM Me: in HP smart
6:31 PM Nitin: Okay.
6:32 PM Nitin: Do you have a 2.0 USB cable?
6:34 PM Me: I'm pretty sure it's 2.0, it's connected to a 2.0 USB port on the back on my computer and connected to the printer, worked with my last printer
6:35 PM Nitin: Alright.
6:36 PM Nitin: Are you able to make copy fine from the scanner bed of your printer itself?
6:37 PM Me: from the glass, or the document feeder?
6:37 PM Nitin: From both.
6:38 PM Me: just made one from the glass fine, don't know how to specify to use the document feeder, I used the buttom on the front of the printer
6:40 PM Nitin: Alright.
6:41 PM Nitin: It means the printer hardware is working fine.
6:43 PM Nitin: You have to load papers in the document feeder to make copy.
6:43 PM Me: I know that, but how do I specify I want to use that rather than the glass?
6:46 PM Nitin: Load the original according to the feeder paper guides.
6:46 PM Nitin: The printer indicates when the item is correctly loaded.
6:46 PM Me: I just made one now using the document feeder
6:46 PM Me: Will it automatically take it using the feeder first if there is paper in it?
6:47 PM Me: What if, there was a paper in the feeder AND one on the glass under the cover?
6:53 PM Me: are you still there?
6:53 PM Nitin: Sean, when you put the document in scanner glass and in ADF it will choose scanner glass by default.
6:53 PM Me: ok
6:54 PM Nitin: If you want to make multiple copies you can use ADF and make sure there is no document on scanner glass.
6:55 PM Me: ok, so shall we continue with the scanner problem?
6:55 PM Nitin: May I know the problem with scanner?
6:56 PM Me: Well, first I have to get the printer to show as online in HP smart
6:56 PM Nitin: I can fix this issue.
6:57 PM Nitin: But what is the scanner issue you are facing?
6:58 PM Me: It will only scan sometimes, sometimes the document feeder will not take the pages and it won't scan period
6:58 PM Me: It was included in that reference number I gave you, maybe you didn't have time to read all of it
7:00 PM Nitin: So, in this case you have to make sure the paper guides are adjusted properly.
7:00 PM Me: Are you sure that's it? That the paper wasn't all the way in? I'm not so sure
7:01 PM Me: If I readjust the paper several times and still have the problem, what should I do
7:01 PM Nitin: Do you face this issue while making copy also from feeder?
7:02 PM Me: Yes, I did minutes ago
7:02 PM Me: while we were talking
7:03 PM Me: I'm just not totally convinced the problem was because the paper was not properly inserted in the feeder
7:03 PM Me: plus right now the printer is offline
7:04 PM Nitin: Alright! No worries together we will resolve the issue.
7:04 PM Me: ok
7:05 PM Nitin: As the printer is making copy fine from the feeder, it means the hardware is fine.
7:05 PM Nitin: It is the connectivity issue.
7:06 PM Nitin: We will now begin the troubleshooting and to set your expectation, this may take 15-30 minutes of your time but will depend on the complexity of the issue.
7:09 PM Nitin: Please let me know, if you are receiving my responses?
7:09 PM Me: Yes
7:11 PM Nitin: In the event that we get disconnected in this chat session, please check your email inbox or spam folder . You will receive instruction within the next 5 mins on how we can re-established the connection.
7:11 PM Nitin: Do you mind if we share your computer screen so that we can easily troubleshoot together?
7:11 PM Me: No, I don't mind
7:11 PM Nitin: “At any point of time if you feel uncomfortable, you can end the desktop assistance session by pressing the 'red X' in the HP chat window or by pressing the Pause/Break key on the upper-right corner of your keyboard.You can end our screen sharing session at any point by clicking the “red X” in the HP chat window or by simply pressing the “Pause/Break” key near the upper-right corner of your keyboard.
7:11 PM Nitin would like to start an operation which requires an applet to be downloaded. Download AppletThe download should begin in a moment and the Applet should start automatically. If the download does not start in a few seconds, click here.
7:11 PM Nitin: You should be getting a prompt on the chat window to download. Please click on download and then run the Log me in rescue applet when the download is completed. Click on Ok/Yes when you receive a prompt to allow access.
7:12 PM Applet connecting...
7:12 PM Application running as Windows system service
7:12 PM Applet connected.
7:12 PM Me: downloaded it, ran it and accepted it
7:13 PM Nitin: Alright.
7:13 PM You have granted full permission to Nitin. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard.
7:13 PM Remote Control started by Nitin.
7:13 PM Nitin: Now, I have the remote access of your system.
7:13 PM Nitin: Thank you.
7:14 PM Me: need something?
7:15 PM Nitin: You want to connect your printer on USB only.
7:15 PM Me: Yes, it currently is connected via usb to my computer
7:15 PM Nitin: Alright.
7:28 PM Me: It is connected
7:28 PM Nitin: Alright.
7:28 PM Nitin: Disconnect the USB cable from the computer and insert in different port.
7:31 PM Nitin: Is it done?
7:32 PM Me: done now
7:34 PM Me: was just seeing if I missed something
7:34 PM Me: you can go ahead
7:34 PM Nitin: Alright.
7:37 PM Me: it did print the page
7:37 PM Nitin: Okay.
7:39 PM Nitin: Open the ink cartridge access door and close the door.
7:40 PM Me: done
7:42 PM Nitin: Do you have the admin rights of this computer?
7:43 PM Me: Yes
7:47 PM Nitin: We are installing the latest version of HP smart app.
7:52 PM Nitin: Meanwhile we will update printer firmware
7:54 PM Me: Yes, I couldn't find this
7:54 PM Me: This is quite complicated
7:54 PM Me: So, do you need me to sign into the microsoft account
7:54 PM Nitin: Yes, I can see that you wee in search of this.
7:54 PM Nitin: Not now.
7:54 PM Nitin: Please open the download folder.
7:55 PM Me: where?
7:55 PM Nitin: Okay, wait, let me do this for you.
7:55 PM Nitin: We will update the printer firmware.
7:56 PM Nitin has sent a link: https://ftp.hp.com/pub/softlib/soft...28A_2028B_2028C/DJP4100_2028A_2028B_2028C.exe
7:57 PM Nitin: It has been updated.
7:57 PM Nitin: Please restart the printer now.
7:57 PM Me: ok
7:58 PM Me: I don't know how to turn it off with the power button, nothing happens when I either press it, or hold it down for a few seconds, the only way I know is to unplug it
7:59 PM Nitin: You just need to press and release the power button.
7:59 PM Nitin: Or remove the power cable.
8:00 AM Me: Ok, so the power button blinked then it turned off
8:00 AM Me: simple enough
8:00 AM Nitin: Yes, this is the way to turn it OFF.
8:01 AM Me: I just turned it back on
8:01 AM Nitin: Thanks
8:03 AM Nitin: Is the USB cable connected?
8:03 AM Me: Yes
8:04 AM Nitin: Please reconnect the USB cable.
8:04 AM Nitin: Remove it and replug it in different port
8:05 AM Me: ok
8:06 AM Nitin: Is it connected now?
8:08 AM Nitin: As you can see we are able to print using the DEVICES and PRINTERS with the use of USB cable.
8:08 AM Nitin: But failed to use HP smart application.
8:08 AM Me: yes, different port now
8:09 AM Nitin: This is because HP smart application is not recognizing the USB cable.
8:09 AM Nitin: Changed the porrt.
8:09 AM Me: ok, what will changing the port do?
8:10 AM Nitin: Reinstalled the app, still same issue, it seems that the windows is not supporting this application.
8:10 AM Me: it was working the other day with wireless
8:11 AM Nitin: Yes, HP smart application is not recognizing the USB cable.
8:11 AM Me: Ok, and what can we do about that?
8:12 AM Nitin: We have exhausted all troubleshooting steps and your printer hardware does not appear to be the issue. We do have a premium support team that handles out-of-scope issues.
8:13 AM Nitin: I would suggest you to do is contact computer support about the same or you can contact our dedicated support team (HP Smart Friend) at 844 814-1800 and then mention the case number :: 5057046803
8:13 AM Me: Well, why will stop smart not recognize the USB cable, what is the problem?
8:13 AM Me: HP smart
8:13 AM Nitin: It the paid support.
8:14 AM Me: Again- why will it not recognize the USB cable, why won't it, please answer
8:15 AM Nitin: It will be connected on 2.0 port of the computer
8:16 AM Me: I just put it in a 3.0 port, which I'd rather not, there are other ports, but I don't know which ones it's already been in and it's quite diffcult with the things I have in the other ports to get them in
8:17 AM Nitin: Yes, in this case you can contact your computer support.
8:19 AM Me: I don't know what you mean by that, I am a home user
8:21 AM Nitin: May I know which company computer you are using?
8:21 AM Me: I am not in a company I am a home user, this is my desktop computer
8:21 AM Nitin: Yes, this desktop computer is of which company.
8:22 AM Nitin: HP, Dell, etc?
8:22 AM Me: It was made by cyberpower, custom built, 8 years ago
8:22 AM Me: But what do I ask them? What would they know that you wouldn't?
8:23 AM Nitin: Alright, so you need to contact them and ask them to check the USB port.
8:23 AM Me: Ok, I have my doubts
8:24 AM Me: Thank you
8:24 PM Saving chat transcript
8:24 AM Nitin: Your welcome
8:24 AM Nitin: Is there anything else that I may assist you with today?
8:24 AM Nitin: I have ended the remote session.
8:24 AM Me: No
8:24 AM Remote Control by Nitin stopped.
8:24 AM Me: I want to save this chat
8:24 PM Saving chat transcript
8:25 AM Nitin: You can save it.
8:26 AM Nitin: I would like to provide you the Case ID: 5057046803. This would be helpful to you in future reference.
8:26 PM Saving chat transcript
 

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Microsoft-Team Manager , Hardware - Team Manager
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68,866 Posts
That is a lot of info and way to much for me to read through but on a speed read it looks like both chats ended with a possible hardware issue which seems a reasonable summation.
 

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Registered
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1,212 Posts
Discussion Starter #7
Well, just had another online session a driver wasn't correctly installed and now it scans with the USB cable with AT LEAST HP Scan (though I did just have a little trouble with it not seeing the printer the first I used it a few minutes ago) but not HP smart, which still shows it as offline. The tech I just talked to said HP smart is in the process of being updated/patched and a patch will be out soon.
 

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Microsoft-Team Manager , Hardware - Team Manager
Joined
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68,866 Posts
Glad to hear it.
 
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