Error:

Javascript is disabled in this browser. This page requires Javascript. Modify your browser's settings to allow Javascript to execute. See your browser's documentation for specific instructions.

hp-support-head-portlet

HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

hp-share-print-widget-portlet

Information

Need Windows 11 help?
Check the information on compatibility, upgrade, and available fixes from HP and Microsoft. Windows 11 Support Center

Feedback

hp-concentra-wrapper-portlet

HP+ LaserJet printers - 'We're sorry, something went wrong' error

When setting up your printer, a We're sorry, something went wrong error displays with a UU_400_EB000U0004 or OW_500_OWSID00001 error code in the HP Smart app.

This document applies to HP LaserJet M109e-M112e, M207e-M212e, MFP M139e-142e, and MFP M232e-M237e printers.

Error code: UU_400_EB000U0004

Remove the printer from your HP Account, restore factory defaults on your printer, and then set up the printer again.

Access HP Smart website and sign in to your HP Account

Access the HP Smart website and sign in to your account using HP Account credentials.

Go to HP Smart.
On the top-right corner, click Sign in.
Type your username, and then click Next.
Type your password, and then click Sign in.
- If you see the Dashboard with the HP+ orange banner, skip to Restore factory defaults on your HP printer.
- If you see the following Dashboard without the HP+ orange banner, continue to next step to Remove the printer from your HP Account.

Remove the printer from your HP account

Remove the printer from your account, and then sign out.

In My Printers, click Remove Printer.
Click Remove.

Note:
If there is more than one printer registered to your account, click Change Settings, and then repeat the steps.
Click Sign Out.

Restore factory defaults on your HP printer

Based on your printer series, restore factory defaults to remove all previous printer settings and preferences.

Restore HP LaserJet M109e printers

Reset your printer to remove all previous printer settings and preferences.

Unplug the power cord.
Press and hold the Resume/Cancel button , and then plug the power cord.
Continue to press and hold the Resume/Cancel button for 10 seconds.
When the status LED (green Power LED) turns on, release the Resume/Cancel button .
Wait for 20 seconds for the printer to reset.

Restore HP LaserJet MFP M139e printers

Reset your printer to remove all previous printer settings and preferences.

Unplug the power cord.
Press and hold the Up button and Cancel button , and then plug the power cord.
When the printer display shows an nv message, release the buttons.
Wait for 20 seconds for the printer to reset.

Restore HP LaserJet M207e printers

Reset your printer to remove all previous printer settings and preferences.

Unplug the power cord.
Press and hold the Resume button , and then plug the power cord.
When the Information light turns on, release the Resume button .

The printer restarts to complete the reset.

Restore HP LaserJet MFP M232e (d, dw, and dwe) printers

Reset your printer to remove all previous printer settings and preferences.

Unplug the power cord.
Press and hold the Resume button , and then plug the power cord.
When the Information light turns on, release the Resume button .

An nv message displays on the printer control panel, and then the printer restarts to complete the reset.

Restore HP LaserJet MFP M232e (sdn, sdw, sdne, and sdwe) printers

Reset your printer to remove all previous printer settings and preferences.

Unplug, and then plug the power cord.
When the Status light blinks, press and hold the Resume button until the Status light is on.

An nv message displays on the printer control panel, and then the printer restarts to complete the reset.

Remove the printer from the HP Smart app

Remove your printer in HP Smart.

Close the HP Smart app, and then reopen it.
Right-click or long-press the printer icon, and then click Hide Printer or Forget Printer.

Set up the printer using the HP Smart app

Set up your printer using the HP Smart app.

Open the HP Smart app.
Click Add Printer or to find your printer.
Follow the on-screen instructions to set up your printer.

If you are unable to complete the setup, restart the HP Smart app, and then try again.

Contact HP Customer Support

If the previous steps did not resolve your issue, contact HP Customer Support for further assistance.

Go to HP Customer Support - Contact.
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.

Error Code: OW_500_OWSID00001

Disconnect the Virtual Private Network (VPN) on your computer or mobile device, and then set up your printer.

Disconnect from the VPN

Turn off the Virtual Private Network (VPN) on your device to allow HP Smart to find and set up your printer. VPNs create a private, encrypted connection over a less secure network, such as connecting a home computer to a business network for work.

Note:

After setting up your printer, you can turn the VPN back on.

Turn off the VPN. Refer to your device manufacturer or network carrier for more information.
If the device does not automatically connect to the local network, establish the connection through the Network menu on the device.

Complete the printer setup in HP Smart

On the error screen, click Exit Setup, and then try to set up the printer again.

If your printer is available on the HP Smart home screen, click Finish Setup, and then follow the prompts to complete setting up the printer.
If your printer is not available on the HP Smart home screen, go to one of the following webpages:

HP LaserJet M109-M112 printers - First time printer setup

HP LaserJet MFP M139-M142 printers - First time printer setup

HP LaserJet M207-M212 printers - First time printer setup

HP LaserJet MFP M232-M237 printers - First time printer setup

hp-feedback-input-portlet

hp-feedback-banner-portlet

hp-country-locator-portlet

Country/Region: Africa

hp-detect-load-my-device-portlet

hp-hero-support-search

Examples: "Deskjet Ink Advantage K109 paper jam", "ProBook 4540s bios update"

The Virtual Agent is currently unavailable. Please try again shortly.

Complementary Content