当HP Smart显示“打印机(Printer)状态未知”错误时，该应用无法与您的打印机通信。您的打印机连接、固件或驱动程序问题通常是导致此错误消息的原因。但是，其他几个因素也可能触发它。
本教程介绍了修复Windows版 HP Smart(HP Smart)应用程序中“打印机状态未知”错误的七种方法。
在继续之前，请确认您的打印机与HP Smart应用程序兼容。不支持 2009 年或之前生产的大多数无线打印机。访问此MyHPSupport 网页(MyHPSupport webpage)，检查HP Smart应用程序是否支持您的打印机型号。
重启你的设备
重新启动您的打印机和计算机可以使用HP Smart应用程序进行正确设置。拔下打印机的电源线，几秒钟后重新插入。
打开打印机电源并检查HP Smart应用程序是否识别您的打印机。如果错误消息仍然存在，请重新启动计算机。
使用 HP 诊断工具
“ Print and Scan Doctor”应用程序可以在几分钟内诊断并修复HP 打印机和扫描仪的常见问题。(common problems with HP printers and scanners)下载并运行HP Print and Scan Doctor应用程序，将您的打印机连接到电脑，然后按照诊断说明进行操作。
HP Support Assistant是另一个诊断工具，用于在Windows和ChromeOS中对 HP 打印机进行故障排除。该应用程序预装在新的 HP 笔记本电脑和台式电脑上。如果您使用的是非 HP PC，请从 HP 网站下载 HP Support Assistant 工具(download the HP Support Assistant tool)。
让您的打印机联机
如果您的打印机空闲或脱机， HP Smart(HP Smart)应用程序可能会显示“打印机状态未知”错误消息。如果您的打印机在一段时间不活动后进入睡眠或待机模式，请按电源按钮将其“唤醒”。根据您的打印机型号，从您的计算机启动打印作业也会将其从睡眠模式唤醒。
此外，请确保您的打印机和计算机与您的计算机处于同一网络（Wi-Fi或以太网(Ethernet)）。来自附近设备（微波炉、电话等）的干扰和网络问题可能会导致您的打印机脱机。重新启动路由器并禁用计算机上的任何防火墙或虚拟专用网络 ( VPN ) 以使打印机联机。
请参阅我们关于让脱机打印机重新联机(getting an offline printer back online)的教程，了解更多故障排除解决方案。此外，尝试使用这些故障排除修复程序解决 Windows 10 和 11 中的常见打印机问题(troubleshooting fixes for common printer problems)。
更新打印机的固件
惠普为其打印机发布定期固件更新。这些更新有助于修复故障并帮助您充分利用 HP 打印机。
- 前往 HP 网站上的“软件和驱动程序下载”页面(Software and Driver Downloads page)，然后选择“打印机(Printer)” 。
- 在对话框中输入您的打印机名称或型号，然后选择提交(Submit)。
- 展开“固件”部分并下载适用于您计算机的最新版本。
- 解压缩下载的文件并打开随附的PDF文件以了解如何安装固件升级。
请参阅此 HP 支持教程(this HP Support tutorial)，了解更新 HP 打印机固件的其他方法。
修复和重置 HP Smart 应用程序
Windows有一个内置的修复工具，可以诊断和修复运行不正常的应用程序。如果HP Smart(HP Smart)应用无法识别您的打印机，请修复它。如果修复操作后“打印机状态未知”仍然存在，请重置应用程序。
关闭HP Smart应用程序并按照以下步骤修复或重置该应用程序。
- 转到Settings > Apps > InstalledHP Smart应用旁边的三点图标，然后选择高级(Advanced)选项。
- 滚动到“重置”部分，然后选择“修复(Repair)”按钮。
修复操作完成后，您会在“修复(Repair)”按钮旁边看到一个复选标记。重新启动HP Smart应用程序并检查该应用程序现在是否检测到您的打印机。
(Close)如果仍然显示“打印机(Printer)状态未知”错误，请关闭并重置应用程序。重置HP Smart会删除应用程序的数据，因此您需要从头开始设置您的打印机。
- 选择重置(Reset)按钮，将HP Smart应用重置为其默认设置。
- 在弹出窗口中
选择重置以继续。(Reset)
当您看到重置按钮旁边有一个复选标记时，重新启动HP Smart 。如果问题仍然存在，
请删除并重新安装应用程序。(Delete)
重新安装 HP Smart 应用程序
打开开始菜单(Start menu)，在搜索栏中输入 hp smart，然后选择HP Smart应用程序下方的卸载(Uninstall)。
(Select Uninstall)在弹出窗口中选择卸载以从您的计算机中删除HP Smart及其数据。
重新启动(Reboot)您的计算机，下载HP Smart安装文件，然后在您的 PC 上重新安装该应用程序。再次将您的打印机添加到HP Smart应用程序，并检查是否解决了“打印机状态未知”错误。
删除并重新安装您的打印机
如果您的打印机驱动程序损坏或过时，HP Smart应用程序可能会出现故障。从您的计算机中删除打印机及其驱动程序(Delete the printer and its driver)，然后从头开始设置打印机。
- 转到Settings > Bluetooth和设备 > 并选择打印机(Printers)和扫描仪。
- 选择受影响的打印机。
- 选择删除(Select Remove)，然后在确认提示中
选择是。(Yes)
下一步是从计算机中删除打印机的驱动程序。
- 按(Press)Windows键 + R 打开Windows运行框(Windows Run box)。在对话框中键入或粘贴 printui.exe /s，然后选择“确定”。
- 转到“驱动程序”选项卡，选择打印机的驱动程序，然后选择删除(Remove)。
- 选择删除(Choose Remove)驱动程序和驱动程序包，然后选择确定。
- 在弹出窗口中
选择是，从您的计算机中删除打印机的驱动程序和驱动程序包。(Yes)
- 最后一步是删除打印机的剩余文件。打开Windows 运行(Windows Run)框 ( Windows + R )，将 c:/programdata 粘贴到对话框中，然后选择确定。
- 找到(Locate)并打开 HP 或Hewlett-Packard文件夹。
- 删除(Delete)打印机(Printer)子文件夹和任何与打印机相关的文件或文件夹。
重新启动 Windows 并将打印机重新连接到您的计算机(reconnect the printer to your computer)。打印机在连接到您的 PC 时应自动安装其驱动程序。否则，请从HP 网站(HP’s website)下载并重新安装适用于您的打印机型号的最新驱动程序。
打印机状态(Status)仍然未知(Unknown)？联系惠普支持(Contact HP Support)
如果HP Smart应用仍无法识别您的打印机
，请联系HP 代理商(HP agent)或访问您附近的授权HP 服务中心。(HP service center near you)
How to Fix HP “Printer Status Unknown” Error
When HP Smart dіsplays the “Printer status unknown” error, the аpp can’t communicate with your printer. Issues with your printer connеction, firmware, or driver are oftеn responsible fоr this error message. However, several other factors сoυld also trigger it.
This tutorial covers seven ways to fix the “Printer status unknown” error in the HP Smart app for Windows.
Before you proceed, verify that your printer is compatible with the HP Smart app. Most wireless printers manufactured in 2009 or earlier aren’t supported. Visit this MyHPSupport webpage to check if the HP Smart app supports your printer model.
Reboot Your Devices
Restarting your printer and computer can set things right with the HP Smart application. Unplug the printer’s power cable and plug it back after a few seconds.
Power on the printer and check if the HP Smart app identifies your printer. Reboot your computer if the error message persists.
Use HP Diagnostics Tools
The “Print and Scan Doctor” app can diagnose and fix common problems with HP printers and scanners in minutes. Download and run the HP Print and Scan Doctor app, connect your printer to your PC and follow the diagnostic instructions.
HP Support Assistant is another diagnostic tool for troubleshooting HP printers in Windows and ChromeOS. The app is pre-installed on new HP notebooks and desktop computers. If you have a non-HP PC, download the HP Support Assistant tool from HP’s website.
Get Your Printer Online
HP Smart app might display the “Printer status unknown” error message if your printer is idle or offline. If your printer goes into sleep or standby mode after a period of inactivity, press the power button to “wake” it. Depending on your printer model, starting a print job from your computer will also wake it from sleep mode.
Additionally, ensure your printer and computer are on the same network (Wi-Fi or Ethernet) as your computer. Interference from nearby devices (microwave, telephones, etc.) and network issues can cause your printer to go offline. Reboot your router and disable any firewall or virtual private network (VPN) on your computer to get your printer online.
Refer to our tutorial on getting an offline printer back online for more troubleshooting solutions. Also, try these troubleshooting fixes for common printer problems in Windows 10 and 11.
Update Your Printer’s Firmware
HP releases periodic firmware updates for its printers. These updates help fix malfunctions and help you get the most out of your HP printer.
- Head to the Software and Driver Downloads page on HP’s website and select Printer.
- Enter your printer’s name or model in the dialog box and select Submit.
- Expand the “Firmware” section and download the latest version available for your computer.
- Unzip the downloaded file and open the attached PDF file to learn how to install the firmware upgrade.
Refer to this HP Support tutorial to learn other ways to update the firmware on your HP printer.
Repair and Reset the HP Smart App
Windows has a built-in repair tool that diagnoses and fixes apps that aren’t working right. Repair the HP Smart app if it doesn’t recognize your printer. Reset the app if the “Printer status unknown” persists after the repair operation.
Close the HP Smart app and follow the steps below to repair or reset the app.
- Go to Settings > Apps > Installed apps, select the three-dot icon next to the HP Smart app, and select Advanced options.
- Scroll to the “Reset” section and select the Repair button.
When the repair operation is complete, you’ll see a checkmark next to the Repair button. Relaunch the HP Smart app and check if the app now detects your printer.
Close and reset the app if it still displays the “Printer status unknown” error. Resetting HP Smart deletes the app’s data, so you’ll need to set up your printer from scratch.
- Select the Reset button to reset the HP Smart app to its default settings.
- Select Reset on the pop-up to continue.
Relaunch HP Smart when you see a checkmark next to the reset button. Delete and reinstall the application if the issue persists.
Reinstall the HP Smart Application
Open the Start menu, type hp smart in the search bar, and select Uninstall below the HP Smart application.
Select Uninstall on the pop-up to remove HP Smart and its data from your computer.
Reboot your computer, download the HP Smart setup file, and reinstall the app on your PC. Add your printer to the HP Smart app again and check if that resolves the “Printer status unknown” error.
Remove and Reinstall Your Printer
The HP Smart app may malfunction if your printer drivers are corrupt or obsolete. Delete the printer and its driver from your computer and set up the printer from scratch.
- Go to Settings > Bluetooth & devices > and select Printers & scanners.
- Select the affected printer.
- Select Remove and select Yes on the confirmation prompt.
The next step is to remove the printer’s driver from your computer.
- Press the Windows key + R to open the Windows Run box. Type or paste printui.exe /s in the dialog box and select OK.
- Head to the “Drivers” tab, select the printer’s driver, and select Remove.
- Choose Remove driver and driver package and select OK.
- Select Yes on the pop-up to remove the printer’s driver and driver packages from your computer.
- The final step is deleting the printer’s leftover files. Open the Windows Run box (Windows + R), paste c:/programdata in the dialog box, and select OK.
- Locate and open the HP or Hewlett-Packard folders.
- Delete the Printer subfolder and any printer-related file or folder.
Reboot Windows and reconnect the printer to your computer. The printer should automatically install its driver when connected to your PC. Otherwise, download and reinstall the latest driver for your printer model from HP’s website.
Printer Status Still Unknown? Contact HP Support
Get in touch with an HP agent or visit an authorized HP service center near you if the HP Smart app still doesn’t recognize your printer.
