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HP+ LaserJet printers - 'Printer Setup Incomplete' or 'Unable to register the printer to your account' error

The printer fails during setup or registration, or the printer prints some pages then stops. The Attention or Information light blinks, and one of the following error messages might display in the HP Smart app.

  • Printer Setup Incomplete

  • Check Your Account

  • Printer Cannot Print

  • Unable to register the printer to your account

  • We're sorry, something went wrong

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

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Determine which error code displays

If you see one of the following errors during the HP+ printer setup, determine which error message you are seeing, and then finish the printer setup.

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.

  1. Go to HP Smart.

  2. On the top-right corner, click Sign in.

  3. Type your username, and then click Next.

  4. 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.

      HP Smart account dashboard with an HP+ orange banner displaying
    • If you see the following Dashboard without the HP+ orange banner, continue to next step to Remove the printer from your HP Account.

      HP Smart account dashboard without an HP+ orange banner displaying

Remove the printer from your HP Smart website account

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

  1. Click My Printers, and then click Remove Printer.

    Clicking Remove Printer in HP Smart
  2. Click Remove.

    Note:

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

  3. 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.

Remove the printer from the HP Smart app

Remove your printer in HP Smart.

  1. Close the HP Smart app, and then reopen it.

  2. Right-click or long-press the printer icon, and then click Hide Printer or Forget Printer.

    Clicking Hide Printer or Forget Printer button

Set up the printer using the HP Smart app

Set up your printer using the HP Smart app.

  1. Open the HP Smart app.

  2. Click Add Printer or to find your printer.

  3. 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.

  1. Enter your product serial number to view warranty status and to change your location, if necessary.

  2. Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.


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