HP SMART app unable to finish the configuration of my printer

[Bosacka]

Hi, dear Hivemind! 

My HP Smart app went weird recently. I had a house move (and therefore wifi reset) and since then app shows that the printer configuration is not finished. When I try to finish it, it just keeps spinning FOREVER. 

I already did a lot of things to try to fix this issue: 
- rebooted both printer and laptop
- removed printer from computer

- reinstalled it

- reinstalled the HP Smart app
- removed printer and app from pc, then cleaned the registry, rebooted again
- installed the app and the printer again

...with no results. I spent almost an hour on the phone with a support agent - sadly, I do live in Germany and their support calls you in German - and as German is not my primary (or not even a secondary) language, I believe we may have missed a lot during that conversation. 

If anyone had similar issue and solved it, I will be forever grateful for sharing tips on HOW the heck I can fix mine 😄 
Screenshots below - in Polish, as I did not find a way yet to switch the app languate to English 😕 

the one below says that I should "finish the configuration to use HP Smart functions'

And when I click on 'complete configuration' it goes back to spinning screen:

Tia for all your input. 

[Dragon-Fur]

@Bosacka 

Welcome to the HP Community Forum.

If you have not done so ...

============================================================

- Printer - Windows Application - HP Smart -

Try / Consider

Windows

Check / Run Windows Updates > Install any pending updates

Next,

If not previously completed,

Restart everything, including the router that controls your network.

Next,

Open and Check HP Smart

If the HP Smart opens but does not work or hangs partly open > Close the HP Smart App.

If you cannot stop HP Smart, Restart the computer and log in > Do not restart HP Smart yet.

No Joy?

Reset HP Smart Application - Windows

Next,

Reset the HP Smart application - This action removes the app data.

Windows 10 -

Settings > Apps > Apps and Features

Windows 11 - 

Settings > Apps > Installed Apps

Search and Find HP Smart in the apps list

Open Advanced options > Reset the app

Restart the computer and log in

Open HP Smart > Sign in > Add Printer(s)

If the app Reset does not work by itself,

Next,

Uninstall the HP Smart App from Settings > Apps > Apps and Features / Installed Apps

Restart the computer and log in

“Get” a new copy of the HP Smart application from the Microsoft Store

Open HP Smart > Sign in > Add Printer(s)

Example - Windows - HP Smart - Check / Reset / Reload

HP_Smart_Win_Apps-and-Features_ Reset_9

=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=

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[Bosacka]

Thanks for your welcome, but - if you have read my post -  I have already done these steps. Even after uninstalling the app I cleaned the registry with regedit, rebooted, downloladed a new app from microsoft store, re-registered with another email (so, new account created for HP smart) and still no luck. 
I

[Dragon-Fur]

@Bosacka 

OK - Understood.

Yes, I have your post.

I missed the part where you have issued the Reset the App to remove the user account data.

Current version of the app at this writing for Windows

144.1.1068.0

Updated (on my Windows system(s)) 07-Apr-2023

I never comment on manual edits to the registry -- I've edited the registry but I do not offer comments or advice on the subject.

Consider:  The printer connection, if not already done, might be changed to TCP/IP.

What?

Changing the connection type and assigning a static / manual IP address can help stabilize communication - if it does not help, changing these parameters will not make things worse.

If you care to do so, check that any other devices are all updated to the latest version of the app for that device.

(See example.)

Yes, this can be a "thing".

Should I think of anything else, I'll post back.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[Bosacka]

nothing helped so far. 

This is all to enable the instant ink service on my account - but apparently since I have moved countries after I bought my 2710, it seems impossible to add this printer to my newly configured HP smart account. 
*note: I had to create a new account for my German address as the previous one did not want to accept new address. 

It appears that instant ink is not for expats and I will have to order the inks from Amazon anyway. I am done, after almost 8 hours struggling with this junk, I give up. 

[Dragon-Fur]

@Bosacka 

Instant ink is a completely different animal.

Rats, I don't know how to fix this.

You need someone that has access to your private data -- I don't have that and I cannot make use of such information.

Just moving a printer from one country to another needs the region changed.

Remember the "HP Smart Reset" to remove the user data from the application? 

That -- and then uninstalling the app -- generally works but it might not be enough in this instance.

Yes, moving the Instant Ink account --and / or moving the printer,  changing countries, or adding Instant Ink under a different account might get sticky.  Sticky is a technical term for "irritating, complicated, difficult, and weird".

If the printer was tagged as an Instant Ink device, it might be stuck in your HP Smart / HP Connected account - perhaps under the old  HP Account User-ID.

HP Smart / HP Connected Login

That said, the device needs to be in the Device Dashboard, but the different account listing might be causing trouble of some other kind.

HP Account - Login / Dashboard

IF you have not already done so, try

Contact HP Instant Ink Support during business days and hours available in your region.

Doing so might - or might not - help sort whatever tangle is knotting the setup.

I will forward this to our Community moderator group - hopefully, someone can help.

Be patient -- and sadly, yes, be prepared to tell the whole story again to an agent.

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[Bosacka]

Nah, Instant ink was something that lead me here to seek answer to continuously spinning app - as I have never had instant ink before and I fancied to have it now. But it asked me to configure my stuff, and give this wretched claim code. And as the app did not want to finish the printer configuration in order to connect it to internet/my account etc, I came here. 

Well, anyway - as I said, I give up. Ordered my inks from amazon 10 minutes ago, and I will have to keep remembering about the new ones from time to time 🙂 

[Bosacka]

Also, I have already spent an hour on the phone with a customer support agent, and first 10 minutes I had to convince him to speak English instead of German, as otherwise I wouldn't understand 3/4 of what he was saying. Anyway, thanks for your help. I will try with instant ink with my next printer maybe. 

[Dragon-Fur]

@Bosacka 

Got it .. Kudos for your patience.  Smiling.

I will leave the request for review in place.

Should we get a response, the agent will leave a message in this thread before using other means to contact you.

True - at least in the USA -- regular HP Support is a different group from Instant Ink Support.

True, too - it's real important to understand the proffered help.

Next ... FYI only - I do not have any vested interest in Instant Ink --

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Additional Support Information – Instant Ink

Check through the Website  FAQ

and

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Scroll down to find phone contact information

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Sections / Tabs

• Your ink  - including section(s) Where is my ink or toner? / Why are my cartridges so big?
• Your HP Instant Ink account – including Section Manage your account when you replace your printer
• Your printer connections  

Read to understand the cancellation process and your responsibilities 

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How to unsubscribe or cancel HP Instant Ink subscription

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Something Different

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Scroll to the bottom of the Web Page > Click to "View more"

Read section Warranty and support

In that section, find the contact information to speak with Instant Ink Platinum Support.

Additional Information on the Platinum service:

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HP Instant Ink Platinum is a printer subscription program with an all-inclusive monthly payment. This payment includes the printer, 24/7 hardware support, next-business-day replacement warranty, and CarbonNeutral usage certification. The subscription also includes a new printer every two years.

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