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.

[VikramTheGreat · Accepted solution]

Hi @Klieg,

Welcome to the HP Support Community.
 

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

Thank you so much for taking the time to document this in detail. We truly appreciate the effort. I’m sorry for the frustration this repeated activation loop has caused, especially on a new HP+ printer like the OfficeJet Pro 9730e. Your findings are very helpful, and we will absolutely forward this to the relevant engineering teams so they can review the behavior of the new HP App.

To help make sure your printer remains stable now that setup is complete, and to assist other users who may face this issue, I’d like to gather a couple of details and share recommended steps.

A quick check first

Could you confirm whether the printer currently has HP Setup cartridges or genuine HP Instant Ink/standard cartridges installed?

HP+ activation requires HP Setup cartridges during the first-time setup.
If non-HP or non-Setup cartridges are detected, the activation loop can occur.

Please let me know what type of ink cartridges are installed.

Recommended steps for users still stuck in the setup loop

If you ever need to redo the setup or help someone else facing the same issue, these steps usually help stabilize the activation process:

1. Factory Reset the Printer (if needed)

From the printer panel:

• Press Settings, then go to
  Printer Maintenance → Restore → Restore Factory Defaults
• Confirm the reset.

2. Reinstall HP App (new app)

On iPhone:

1. Press and hold the HP App → Remove App
2. Restart the phone
3. Reinstall from HP App – For HP Printers, Laptops, and Tech Accessories | HP® Official Site
4. Open the app before powering on the printer and grant all permissions

(However, as you correctly observed, HP Smart is the reliable option at this time for HP+ activation.)

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

[Klieg]

I was able to resolve the issue but only after a reset and only using the pc hp smart app. Using the hp app on the iPhone failed at all attempts. Thanks for your response. 

[VikramTheGreat]

Hi @Klieg,

I’m glad to hear you were able to resolve the issue!
 

It sounds like the HP Smart PC app worked reliably, while the iPhone version ran into connection issues. Sometimes, the PC app handles printer resets and network reconfiguration more consistently.
 

If you ever want to try the mobile app again, make sure both your iPhone and printer are on the same Wi-Fi band (2.4 GHz usually works best for setup).
 

Glad everything is working now, and happy printing!

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