Personalizing ePrint does not work

[Suat12]

On the HP Smart Portal, there is a setting for HP ePrint that I am trying to personalize. However, it always says the address is incorrect and automatically logs me off before I can make any other changes. I could not find a way to report this problem to HP Support as my printer has no more guarantee. But this seems rather to be a problem on the HP portal. Any ideas how I can contact HP?

[Garp_senchau]

@Suat12, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like you're experiencing issues with personalizing the HP ePrint settings on your HP Smart Portal. Here are some steps you can follow to troubleshoot and potentially resolve the issue:

Check Internet Connection: Ensure that your printer and the device you are using to access the HP Smart Portal are both connected to a stable internet connection.

Browser Compatibility: Try accessing the HP Smart Portal using a different web browser. Sometimes, certain browsers may have compatibility issues with specific websites.

Clear Cache and Cookies: Clear the cache and cookies of your web browser, as this can often resolve login and loading issues on websites.

Use the Latest HP App Version: Ensure that you are using the latest version of the HP App. If you're accessing HP's services on the web, make sure your browser is up to date.

Reboot Your Devices: Restart your printer, computer, or mobile device.

Reset Web Services: If you have access to your printer's settings, try disabling and then re-enabling Web Services on your printer. This can sometimes resolve connectivity issues with HP ePrint.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[Suat12]

It appears to be a problem on the web site. When typing a personal address for ePrint, for a few seconds it says that this mail address is already in use and then it is logging off and returning vack to the main wep page. I have tried from different notebook and using different internet browser. I cannot personalize my eprint address.

[VikramTheGreat]

Hi @Suat12,
 

Thank you for posting your query. I will be glad to help you.

Thank you for explaining the issue clearly. The behavior you’re seeing, where the HP ePrint site briefly says “address already in use” and then logs you out, is usually linked to either:

• Session timeout or cookie handling issues on the HP Connected/ePrint portal.
• A conflict with an existing ePrint address already registered in HP’s system.

Here’s what we recommend trying:

Step 1: Clear Browser Cache and Cookies

• Clear cookies for hpconnected.com and hp.com.
• Try again in a fresh browser session or Incognito/Private mode.

Step 2: Use HP Smart Account

• Sign in at HP Smart instead of the older ePrint portal.
• Navigate to My Printers > Printer Settings > ePrint Address.
• Personalize the address from there. HP has migrated most ePrint functions to HP Smart.

Step 3: Check for Address Conflict

• If the address you want is already in use (by another printer or account), you’ll need to choose a different one.
• HP does not allow duplicate ePrint addresses across accounts.

Step 4: Update Firmware

• On your OfficeJet Pro 9010, go to Setup > Printer Maintenance > Update Printer.
• Updated firmware ensures compatibility with HP Smart and ePrint services.

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat