HP Smart printer setup and account registration errors

HP Smart printer setup and account registration errors

An HP printer setup with the HP Smart app 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.

'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.

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.

  1. 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

  2. Turn the printer off and then on again.

  3. Return to the error window in HP Smart, 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 factory defaults on your HP printer

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

Restore factory defaults (printers with touchscreens)

Restore the printer to factory default settings from the touchscreen settings menu.

  1. On the printer control panel, touch the Setup icon , and then touch Printer Maintenance.

  2. Touch Restore, and then touch Restore Factory Defaults.

  3. On the confirmation prompt, touch Continue to complete restoring to factory defaults.

Restore factory defaults (printers without touchscreens)

Restore the printer to factory defaults from the HP software.

  1. Open the Advanced Settings (EWS) in the HP Smart app or type the printer IP address into a web browser address bar.

  2. Click the Settings or System tab. If prompted, enter the printer administrator password or the PIN from the printer label.

  3. Locate and open the Restore Defaults or Services, menu and then click Restore Factory Defaults to complete the restore.

Remove and re-add the printer in HP Smart

Troubleshoot HP Smart app and HP account setup issues by removing and re-adding the printer.

  1. Close and re-open the HP Smart app.

  2. Turn the printer off and then on again.

  3. 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.

  4. Click Add Printer or the plus sign  to search for the printer.

  5. 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.

  6. Restart the printer to complete the setup.

Contact HP Customer Support

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

  1. Go to HP Customer Support - Contact.

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

  3. 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.

Access your HP Smart website account dashboard

Check the status of your printer in your HP account and remove it if necessary.

  1. Go to the HP Smart website.

  2. 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.

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

  4. Click Remove.

    NOTE:

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

  5. Click Sign Out.

Restore factory defaults on your HP printer

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

Restore factory defaults (printers with touchscreens)

Restore the printer to factory default settings from the touchscreen settings menu.

  1. On the printer control panel, touch the Setup icon , and then touch Printer Maintenance.

  2. Touch Restore, and then touch Restore Factory Defaults.

  3. On the confirmation prompt, touch Continue to complete restoring to factory defaults.

Restore factory defaults (printers without touchscreens)

Restore the printer to factory defaults from the HP software.

  1. Open the Advanced Settings (EWS) in the HP Smart app or type the printer IP address into a web browser address bar.

  2. Click the Settings or System tab. If prompted, enter the printer administrator password or the PIN from the printer label.

  3. Locate and open the Restore Defaults or Services, menu and then click Restore Factory Defaults to complete the restore.

Remove and re-add the printer in HP Smart

Troubleshoot HP Smart app and HP account setup issues by removing and re-adding the printer.

  1. Close and re-open the HP Smart app.

  2. Turn the printer off and then on again.

  3. 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.

  4. Click Add Printer or the plus sign  to search for the printer.

  5. 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.

  6. Restart the printer to complete the setup.

Contact HP Customer Support

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

  1. Go to HP Customer Support - Contact.

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

  3. 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.

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.

  1. 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.

  2. Go to the HP Smart website.

  3. 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.

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

  5. Click Remove.

    NOTE:

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

  6. Click Sign Out.

Restore factory defaults on your HP printer

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

Restore factory defaults (printers with touchscreens)

Restore the printer to factory default settings from the touchscreen settings menu.

  1. On the printer control panel, touch the Setup icon , and then touch Printer Maintenance.

  2. Touch Restore, and then touch Restore Factory Defaults.

  3. On the confirmation prompt, touch Continue to complete restoring to factory defaults.

Restore factory defaults (printers without touchscreens)

Restore the printer to factory defaults from the HP software.

  1. Open the Advanced Settings (EWS) in the HP Smart app or type the printer IP address into a web browser address bar.

  2. Click the Settings or System tab. If prompted, enter the printer administrator password or the PIN from the printer label.

  3. Locate and open the Restore Defaults or Services, menu and then click Restore Factory Defaults to complete the restore.

Remove and re-add the printer in HP Smart

Troubleshoot HP Smart app and HP account setup issues by removing and re-adding the printer.

  1. Close and re-open the HP Smart app.

  2. Turn the printer off and then on again.

  3. 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.

  4. Click Add Printer or the plus sign  to search for the printer.

  5. 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.

  6. Restart the printer to complete the setup.

Contact HP Customer Support

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

  1. Go to HP Customer Support - Contact.

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

  3. 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.

  • Wi-Fi connection: Check the Wi-Fi light on the printer to make sure the printer is connected. If the wireless light is blinking blue or off, the printer is not connected. Press the Wi-Fi button  on the control panel to turn it on, and then wait about a minute.

    Go to Troubleshoot a Wi-Fi connection to an HP printer for more information.

  • Ethernet connection: Connect the Ethernet cable to the printer port  and to an available port on the router. Check the lights on the printer port to make sure the connection is successful. The green light should be steady, and the orange activity light should blink.

    Go to Troubleshoot an Ethernet connection to an HP printer for more information.

'Printer Cannot Print' error

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.

  • 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.

'Er/11, Er/14, Er/17' or 'Cartridge error' message

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.

  • 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.

https://support.hp.com/

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