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.
For help with HP Instant Ink setup and account issues, go to Instant Ink account management.
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.
From your app store, check for and update the HP Smart app to the latest version, which can fix setup or connection issues.
Open the HP Smart app in your app store.
Microsoft Store (Windows): HP Smart (in English)
Mac App Store (macOS): HP Smart for Desktop (in English)
Google Play Store (Android): HP Smart (in English)
App Store (iOS): HP Smart (in English)
Click Update to get the last HP Smart version.
If only Open displays, the app is up to date. Continue troubleshooting.
Check for any remaining packing materials and make sure the printer is in a ready state.
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.
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
Turn the printer off and then on again.
Return to the error window in the HP Smart app, and then click Try Again.
If the issue is not resolved, select Exit Setup, and then close HP Smart. Restart the printer, and then reopen HP Smart to complete the setup.
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.
Choose one of the following methods to open the advanced settings for your printer.
HP Smart app: Click the image of your printer to open the settings and management tools, and then click Advanced Settings under Settings.
Printer EWS: Open the HP printer Embedded Web Server (EWS) using the printer IP address.
From the EWS home page, click the Settings or System tab.
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.
Restore your printer to factory defaults.
For most HP printers, click Restore Factory Defaults or Factory under Restore Defaults. Click Restore Factory Defaults > Yes.
For HP LaserJet printers, click Service, and then click Restore defaults > OK.
After about 20 seconds, your printer automatically restarts.
Reconnect the printer to your Wi-Fi network, if necessary.
Check for any printer firmware updates.
For more information, go to .
Troubleshoot HP Smart app and HP account setup issues by removing and re-adding the printer.
Close and re-open the HP Smart app.
Turn the printer off and then on again.
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 to search for the printer.
Follow the instructions to connect and set up the printer.
If you are unable to complete the setup, restart the app, and then add the printer again.
Restart the printer to complete the setup.
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.
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.
From your app store, check for and update the HP Smart app to the latest version, which can fix setup or connection issues.
Open the HP Smart app in your app store.
Microsoft Store (Windows): HP Smart (in English)
Mac App Store (macOS): HP Smart for Desktop (in English)
Google Play Store (Android): HP Smart (in English)
App Store (iOS): HP Smart (in English)
Click Update to get the last HP Smart version.
If only Open displays, the app is up to date. Continue troubleshooting.
Check the status of your printer in your HP account and remove it if necessary.
Go to the HP Smart website.
In the top-right corner, click Sign in, and then enter your user name and password to access your account dashboard.
If the Dashboard with the HP+ banner displays, skip to the step to restore factory defaults on your printer.
If the Dashboard without the HP+ orange banner displays, continue with these steps.
Click My Printers, and then click Remove Printer.
Click Remove.
If there is more than one printer registered to your account, click Change Settings, and then repeat the steps.
Click Sign Out.
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.
Choose one of the following methods to open the advanced settings for your printer.
HP Smart app: Click the image of your printer to open the settings and management tools, and then click Advanced Settings under Settings.
Printer EWS: Open the HP printer Embedded Web Server (EWS) using the printer IP address.
From the EWS home page, click the Settings or System tab.
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.
Restore your printer to factory defaults.
For most HP printers, click Restore Factory Defaults or Factory under Restore Defaults. Click Restore Factory Defaults > Yes.
For HP LaserJet printers, click Service, and then click Restore defaults > OK.
After about 20 seconds, your printer automatically restarts.
Reconnect the printer to your Wi-Fi network, if necessary.
Check for any printer firmware updates.
For more information, go to .
Troubleshoot HP Smart app and HP account setup issues by removing and re-adding the printer.
Close and re-open the HP Smart app.
Turn the printer off and then on again.
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 to search for the printer.
Follow the instructions to connect and set up the printer.
If you are unable to complete the setup, restart the app, and then add the printer again.
Restart the printer to complete the setup.
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.
During a printer setup with the HP Smart app, a We’re sorry, something went wrong error displays.
From your app store, check for and update the HP Smart app to the latest version, which can fix setup or connection issues.
Open the HP Smart app in your app store.
Microsoft Store (Windows): HP Smart (in English)
Mac App Store (macOS): HP Smart for Desktop (in English)
Google Play Store (Android): HP Smart (in English)
App Store (iOS): HP Smart (in English)
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 that displays, and then check the status of your printer in your HP account and remove it if necessary.
Check the error code that displays in the message.
OW_500_OWSID00001: A Virtual Private Network (VPN) connection is causing the error. Disconnect the computer or mobile device from the VPN, and then return to the HP Smart app to complete the setup.
UU_400_EB000U0004: This error pertains to your HP account and existing printer settings. Continue with these steps to resolve the issue.
Go to the HP Smart website.
In the top-right corner, click Sign in, and then enter your user name and password to access your account dashboard.
If the Dashboard with the HP+ banner displays, skip to the step to restore factory defaults on your printer.
If the Dashboard without the HP+ orange banner displays, continue with these steps.
Click My Printers, and then click Remove Printer.
Click Remove.
If there is more than one printer registered to your account, click Change Settings, and then repeat the steps.
Click Sign Out.
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.
Choose one of the following methods to open the advanced settings for your printer.
HP Smart app: Click the image of your printer to open the settings and management tools, and then click Advanced Settings under Settings.
Printer EWS: Open the HP printer Embedded Web Server (EWS) using the printer IP address.
From the EWS home page, click the Settings or System tab.
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.
Restore your printer to factory defaults.
For most HP printers, click Restore Factory Defaults or Factory under Restore Defaults. Click Restore Factory Defaults > Yes.
For HP LaserJet printers, click Service, and then click Restore defaults > OK.
After about 20 seconds, your printer automatically restarts.
Reconnect the printer to your Wi-Fi network, if necessary.
Check for any printer firmware updates.
For more information, go to .
Troubleshoot HP Smart app and HP account setup issues by removing and re-adding the printer.
Close and re-open the HP Smart app.
Turn the printer off and then on again.
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 to search for the printer.
Follow the instructions to connect and set up the printer.
If you are unable to complete the setup, restart the app, and then add the printer again.
Restart the printer to complete the setup.
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.
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.
From your app store, check for and update the HP Smart app to the latest version, which can fix setup or connection issues.
Open the HP Smart app in your app store.
Microsoft Store (Windows): HP Smart (in English)
Mac App Store (macOS): HP Smart for Desktop (in English)
Google Play Store (Android): HP Smart (in English)
App Store (iOS): HP Smart (in English)
Click Update to get the last HP Smart version.
If only Open displays, the app is up to date. Continue troubleshooting.
Checked the internet connection on your printer.
Wi-Fi connections: Look at the Wi-Fi light on the printer control panel to determine the internet connection status.
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.
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.
The Wi-Fi light is off: The Wi-Fi printer capabilities have been disabled. Press Wi-Fi icon ( or ) 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.
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.
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.
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.
An HP printer cannot print if there is an issue with the cartridges or if HP Instant Ink account payment information is incorrect.
Check for another message in the app or on the printer control panel that further describes the issue.
A Cartridges Rejected error displays: HP+ printers require Original HP cartridges or HP Instant Ink cartridges. Cartridges that are counterfeit, altered, refilled, or cloned must be removed and replaced with Original HP cartridges.
A cartridge is incompatible or faulty error displays. Go to HP inkjet printers - Ink cartridge errors for more information.
An HP Instant Ink payment issue: If the printer is enrolled in Instant Ink, there is a problem with the payment method. A recently expired credit card may be the cause. Go to Change your Instant Ink payment information for more information.
A cartridge is incompatible, rejected, or faulty. If you recently installed cartridges and see this message, there is probably a problem with the cartridges indicated in the message.
A Cartridges Rejected error displays: HP+ printers require Original HP cartridges or HP Instant Ink cartridges. Cartridges that are counterfeit, altered, refilled, or cloned must be removed and replaced with Original HP cartridges.
A cartridge is incompatible or faulty error displays. Go to HP inkjet printers - Ink cartridge errors for more information.