HP OfficeJet Pro 9730e – New HP App Fails Setup, HP Smart Completes It Successfully

[Klieg]

I want to report a repeatable setup failure with the HP OfficeJet Pro 9730e when using the new HP App on iPhone. The printer repeatedly enters a Setup Incomplete / activation loop, even after factory resets. The new HP App detects the printer but never completes HP+ activation, leaving the printer unusable (Windows cannot print, activation errors appear, and the printer drops back to Setup Incomplete). The app terminates with error code EBS00P0004 having a technical issue with the setup.

After multiple attempts, I discovered that the HP Smart app — the older version — immediately finds the printer and completes setup without issues. HP Smart successfully walks through Wi-Fi pairing, HP Account activation, HP+ cloud registration, and finishes the “Setup Complete” sequence.

Key observations:

• The new HP App fails to finish activation for HP+ printers (9730e) with error EBS00P0004

• The printer repeatedly reverts to “Setup Incomplete,” even after factory reset.

• HP Smart detects the printer as (Setup) and completes all required activation steps.

• Once HP Smart finishes activation, the printer works normally on Windows and wireless.

• The new HP App should not be recommended for setting up HP+ printers at this time.

Conclusion:
The new HP App currently cannot complete initial setup and HP+ activation on the HP OfficeJet Pro 9730e. HP Smart, however, performs the activation sequence correctly. Until the new HP App is updated to handle HP+ setup reliably, HP Smart should remain the recommended setup tool.

I am sharing this so HP engineering and support teams can investigate and update the new HP App accordingly. This issue could easily lead users to believe their printer is defective when it is actually an app-side problem.