HP Smart app errors during setup and account registration
After attempting to set up your printer with the HP Smart app, the setup fails and an error message or code displays. Errors can occur if the HP account cannot be activated, the network connection is not working, or the printer hardware setup is incomplete.
Locate the error message you received below, and then follow the steps to resolve the issue.
Note:
For help with HP Instant Ink setup and account issues, go to Instant Ink account management.
'Unable to register the printer to your account' error
During an HP printer setup, an Unable to register the printer to your account error displays in the HP Smart app or HP Easy Start. An error code UA_200_OWSVD00001 or OW_4XX_0WSWS00001 might be included in the message.
Perform the following tasks in the order given. Return to the app after each step to see if the issue is resolved.
Update the HP Smart app
From your app store, check for and update the HP Smart app to the latest version, which can fix setup or connection issues.
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Click Update to get the last HP Smart version.
If only Open displays, the app is up to date. Continue troubleshooting.
Make sure the printer is ready for software setup
Check for any remaining packing materials and make sure the printer is in a ready state.
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Make sure all packing materials and tape have been removed. Open the cartridge access door and the paper tray to look for and remove any remaining materials inside the printer.
Note:For HP ENVY Inspire 7200 and 7900 printers, remove the additional cardboard between the paper trays and the tape securing the trays.
Example of possible tape locations
Restore printer factory defaults
Restore your printer to the default factory settings using the HP Smart app or internet browser to open the printer Embedded Web Server (EWS). Restoring factory defaults can help resolve printer setup issues, connectivity problems, and error messages.
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If you are prompted to log in or enter the printer PIN, enter admin for the username (HP LaserJets only), enter the PIN from the printer label, and then click Submit or OK. This label is typically located inside the cartridge access area or printer door.
For more information, go to .
Remove and re-add the printer in the HP Smart app
Troubleshoot HP Smart app and HP account setup issues by removing and re-adding the printer.
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On the app home screen, right-click the printer name (Windows, macOS) or long press the printer name (Android, iOS), and then click Hide Printer or Forget Printer.
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Click Add Printer or the plus sign
to search for the printer.
Contact HP Customer Support
If the previous steps did not resolve your issue, contact HP Customer Support for further assistance.
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Enter your product serial number to view warranty status and to change your location, if necessary.
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Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.
'Printer Setup Incomplete' error
An HP printer setup or registration fails with the HP Smart app, or the printer prints some pages then stops. A Printer Setup Incomplete message displays and the Attention or Information light might blink.
Update the HP Smart app
From your app store, check for and update the HP Smart app to the latest version, which can fix setup or connection issues.
-
Click Update to get the last HP Smart version.
If only Open displays, the app is up to date. Continue troubleshooting.
Access your HP Smart website account dashboard
Check the status of your printer in your HP account and remove it if necessary.
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In the top-right corner, click Sign in, and then enter your user name and password to access your account dashboard.
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If the Dashboard with the HP+ banner displays, skip to the step to restore factory defaults on your printer.
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If the Dashboard without the HP+ orange banner displays, continue with these steps.
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Click My Printers, and then click Remove Printer.
Restore printer factory defaults
Restore your printer to the default factory settings using the HP Smart app or internet browser to open the printer Embedded Web Server (EWS). Restoring factory defaults can help resolve printer setup issues, connectivity problems, and error messages.
-
If you are prompted to log in or enter the printer PIN, enter admin for the username (HP LaserJets only), enter the PIN from the printer label, and then click Submit or OK. This label is typically located inside the cartridge access area or printer door.
For more information, go to .
Remove and re-add the printer in the HP Smart app
Troubleshoot HP Smart app and HP account setup issues by removing and re-adding the printer.
-
On the app home screen, right-click the printer name (Windows, macOS) or long press the printer name (Android, iOS), and then click Hide Printer or Forget Printer.
-
Click Add Printer or the plus sign
Contact HP Customer Support
If the previous steps did not resolve your issue, contact HP Customer Support for further assistance.
-
Enter your product serial number to view warranty status and to change your location, if necessary.
-
Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.
'We're sorry, something went wrong' error
During a printer setup with the HP Smart app, a We’re sorry, something went wrong error displays.
Update the HP Smart app
From your app store, check for and update the HP Smart app to the latest version, which can fix setup or connection issues.
-
Click Update to get the last HP Smart version.
If only Open displays, the app is up to date. Continue troubleshooting.
Check the error code and the HP account settings
Check the error code that displays, and then check the status of your printer in your HP account and remove it if necessary.
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In the top-right corner, click Sign in, and then enter your user name and password to access your account dashboard.
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If the Dashboard with the HP+ banner displays, skip to the step to restore factory defaults on your printer.
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If the Dashboard without the HP+ orange banner displays, continue with these steps.
-
-
Click My Printers, and then click Remove Printer.
Restore printer factory defaults
Restore your printer to the default factory settings using the HP Smart app or internet browser to open the printer Embedded Web Server (EWS). Restoring factory defaults can help resolve printer setup issues, connectivity problems, and error messages.
-
If you are prompted to log in or enter the printer PIN, enter admin for the username (HP LaserJets only), enter the PIN from the printer label, and then click Submit or OK. This label is typically located inside the cartridge access area or printer door.
For more information, go to .
Remove and re-add the printer in the HP Smart app
Troubleshoot HP Smart app and HP account setup issues by removing and re-adding the printer.
-
On the app home screen, right-click the printer name (Windows, macOS) or long press the printer name (Android, iOS), and then click Hide Printer or Forget Printer.
-
Click Add Printer or the plus sign
Contact HP Customer Support
If the previous steps did not resolve your issue, contact HP Customer Support for further assistance.
-
Enter your product serial number to view warranty status and to change your location, if necessary.
-
Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.
'Connection Problem' error
The printer is not connected to the internet. HP+ printers and printers enrolled in HP Instant Ink must be connected with Wi-Fi or an Ethernet cable to the network.
Update the HP Smart app
From your app store, check for and update the HP Smart app to the latest version, which can fix setup or connection issues.
-
Click Update to get the last HP Smart version.
If only Open displays, the app is up to date. Continue troubleshooting.
Check the printer connection
Checked the internet connection on your printer.
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Wi-Fi connections: Look at the Wi-Fi light
on the printer control panel to determine the internet connection status.
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The Wi-Fi light is on and solid: The printer is connected to the internet. Make sure your printer and device are on the same network. For example, make sure your mobile device is connected to your home internet and not the cellular network.
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The Wi-Fi light is blinking: The printer is not connected to the internet. Use the HP Smart app or printer control panel to reconnect the printer to the network.
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The Wi-Fi light is off: The Wi-Fi printer capabilities have been disabled. Press Wi-Fi icon (
) on the control panel to turn it on. For touchscreen control panels, touch the Wi-Fi icon, touch Settings or the Settings icon
on the Wireless Summary screen, and then select the option to Wi-Fi back on.
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Ethernet (wired) connections: Look at the Ethernet port
lights on the printer to make sure one is a green and the other is blinking orange or yellow. If the port lights are off, the printer is not connected to the internet. Check your router connection or use a different Ethernet cable.
For more printer connection help, go to Troubleshoot a Wi-Fi connection or Troubleshoot an Ethernet connection.
Check the connection requirements for your printer (HP+, Instant Ink only)
HP+ printers and printers enrolled in Instant Ink require an active internet connection for Web Services to function properly. Web Services uses the internet to enable communication between your printer and its web-connected features, such as security, ink level, and page count monitoring.
Note:
Disconnecting your printer from the internet for an extended period of time or using a USB-only connection can temporarily limit what the printer can do until the internet connection is restored.
For more information, go to Can't print on an HP+ or Instant Ink enrolled printer.
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