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Cannot sign in to HP account in HP Smart App

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When I try to sign in on my Windows 10 HP Smart App (updated to latest version), I am unable to do so.


I click sign in

It asks for my HP Smart e-mail address - I enter it

The following error occurs:

"An error occurred. The connection timed out due to inactivity or the server is unable to respond.

Error: Network connection issue"
I have no problems signing in in Chrome or other parts of the app. 
HP Support Agent
HP Support Agent
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@Bobrovsky, Welcome to HP Support Community!


I see that you're unable to connect to the web services, let us try to resolve the issue with following steps-


Restart the computer, printer, and router

To resolve any connectivity issues, restart the computer, printer, and router.


The following steps temporarily disconnect network and Internet connections, and require restarting your computer. Complete any tasks or downloads in progress before you continue.

  1. Turn off the router by pressing the power button or disconnecting the power cord.

  2. Turn off the printer.

  3. Close all running programs on your computer, and then shut down the computer.

  4. Press the power button or reconnect the power cord to the router, and then wait for the Internet activity light to display a normal connected status.

  5. Turn on the printer.

  6. Turn on the computer.

  7. Try to turn on Web Services.

If the issue persists, continue to the next step.


Turn on Web Services from the Embedded Web Server (EWS)

Using the printer EWS to turn on Web Service might resolve any communication issues with the printer control panel.

  1. Print a Network Configuration Page.

    • Printers with LCD and text-based control panels: Print the page from the Wireless, Network Settings or Setup menu.

    • Printers with basic control panels (buttons only): Print the page using the button combinations on the printer control panel. For some printers, press the Wireless  and Information  buttons simultaneously, or press the Wireless and Start Copy Black  buttons at the same time.

    For detailed instructions to print a Network Configuration Page, go to HP Customer Support, type your printer model, and then search for the document to 'print a self-test page.'

  2. On the Network Configuration Page, locate the URL(s) for Embedded Web Server address.


    If the URL for the EWS is, the printer is not connected to a network. Reconnect your printer to the network, and then continue troubleshooting.

    Figure : Locating the URL(s) for Embedded Web Server address

    Locating the URL(s) for Embedded Web Server address
  3. On your computer, open an Internet browser.

  4. Type the URL address for the EWS in the browser address bar, and then press Enter.


    Make sure to type the IP address into the Internet browser's address box. If typed into a toolbar search box or search engine, the EWS does not open.

  5. If a website security certificate displays in the Internet browser, click Continue.

    The EWS webpage for the printer opens, which confirms that the printer is on the same network as the computer.

  6. On the EWS webpage, click the Web Services tab.

  7. On the Web Services Setup page, click Continue, Turn On, or Enable, and then follow the on-screen instructions

    Figure : Example of clicking Continue

    Example of clicking Continue.

For additional steps, refer to the document HP Printers - Cannot Connect to Web Services.


Hope this helps! Keep me posted. 


Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!



I am an HP Employee

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