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‎05-05-2022 08:21 AM - last edited on ‎05-05-2022 10:17 AM by Retired

HP Recommended
Product: HP OfficeJet Pro 9025 All-in-One Printer
Operating System: Microsoft Windows 10 (64-bit)

Hi,

HP Smart is unable to login returning Error Code: OW_500_OWSID00001. Through testing with my company support team, it was confirmed that this is caused by the fact that my company uses Zscaler for internet security. When Zscaler is deactivated the HP Smart works normally, hence the domain used by the app for the authentication needs to be added to Zscaler whitelist. I am also able to login to HP Smart online (Browser) even when Zscaler is activated, hence the issue is limited to the application in the Windows environment (currently using Win 10 64-bit and latest version of Zscaler - reinstalled yesterday). 

The support team requested for the FQDN (Full Qualified Domain) used by the app to be able to whitelist it. Can someone from HP support team provide this information? I have a case open and I am waiting for HP Support team call, but it has been days without a contact already.

Additional info: Through TCP tracing we were able to verify that the HP authentication calls for AuthHost.exe and connects to Amazon AWS servers, but we would like to confirm the main domain(s) used by the app so it can be added to the Zscaler bypass rules.

Thank you.

4 people had the same question
4 REPLIES 4

‎05-05-2022 11:12 AM

HP Recommended

I have escalated your post in hopes that someone directly from HP can provide those details for you.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



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‎05-09-2022 10:41 AM

HP Recommended

Thank you, Repairatrooper. Anyone from HP monitoring this community who can address the question above? I have a case open with HP for more than a week now as well and there is no response. My company's support team is asking for the full URLs that need to be whitelisted. We tried to monitor the app connections using Fiddler, but the app behaves erratically and won't connect to the internet with some network monitoring tools, so a quick response would be greatly appreciated. 

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‎05-19-2022 12:15 PM - last edited on ‎05-19-2022 12:45 PM by

HP Recommended

Any updates, please? Anyone from HP support team who can answer this question?
[Content Removed]

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‎05-25-2022 12:53 PM

HP Recommended

I also need the URLs to whitelist. You would think this would be very easy for a support team to answer. ALL software should have their required domains listed on their website or in their help. It would help to greatly improve internet security. Its not like its unkown, they know exactly what is needed. Just tell us so we can move on with our lives!!!

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