Can not log into my account

[hobbyholly]

I have been an HP user for over a decade. My 10 year printer died so I replaced it with a new one. I went through the set up which was simple until I had to log in to my already existing HP account from the HP Smart app which came from the Microsoft store...fully updated. It takes me to the web log in page where I enter my username and password which then brings me to an error page which shows this: "An error has occurred, nosession X-request-id: 2e961510-afd4-11ef-864b-3db705fce8b5.2df64cd0-b51d-11ef-864b-3db705fce8b5" I am able to log into my account from the HP Smart app on my android phone (google play app). However, I am UNABLE to scan to my computer because i can't log into my account. I already tried the EasySet up option and I encounter the same thing..I can't scan to my computer. I've restarted both the computer and printer and made sure the app was up do date. I also made sure to add hp.com to my allowed lists just in case there is a pop up required. I also have tried this on 2 different browsers. I can log into my account on any browser but the HP Smart app does not recognize this. Help is appreciated. 

[Irfan_06]

Hi @hobbyholly,

Welcome to the HP Support Community.

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

I understand you're experiencing an issue with registering your printer.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, refer to the steps on this link to troubleshoot and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[oem987]

Thanks to Neal360, I found that I could connect HP Smart to my printer by making Microsoft Edge my default printer. After connecting, I disconnected and then made Chrome my default browser again. I then found that when I tried to reconnect HP Smart to my printer I again got the "noSession" error.  But HP Smart stays connected even after I close it. Not sure for how long though.

Bottom line is that whenever I need to reconnect HP Smart I will make Edge my default browser, connect, then make Chrome my default browser again. Mildly annoying but a decent workaround.

Would be nice if HP fixed HP Smart so it will play nice with Chrome.

[Irfan_06]

Hi @hobbyholly,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

As you have exhausted all the possible troubleshooting steps to fix it. We appreciate your understanding and patience.

I've sent you a private message with the instructions to get in touch with the HP phone support to assist you further. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support