HP Smart app (Error Code: OW_500_OWSID00001) when trying to sign in during the printer setup.

[Dr-Soong0101]

I bought a new HP printer and didn't think I'd be spending this much of my valuable time trying to set it up to a HP gaming laptop in the year 2023 yet, here we are...

Upon running the HP Smart app I keep getting the same error message for almost 12 hours now when trying to sign in during the setup process. I am NOT connected to a VPN and I'm able to sign in on the Android app just fine. 

Don't bother me with with cut and paste bot responses about VPN's as that will add insult to injury. If this isn't fixed today, it's being returned for a full refund. Enough is enough! 

Thank You! 

[Nal_NR]

Hi @Dr-Soong0101

Welcome to the HP Support Community. 

I'd like to help!

Disconnect the Virtual Private Network (VPN) on your computer or mobile device, and then set up your printer.

Disconnect from the VPN

Turn off the Virtual Private Network (VPN) on your device to allow HP Smart to find and set up your printer. VPNs create a private, encrypted connection over a less secure network, such as connecting a home computer to a business network for work.

 NOTE:

After setting up your printer, you can turn the VPN back on.

Turn off the VPN. Refer to your device manufacturer or network carrier for more information.

If the device does not automatically connect to the local network, establish the connection through the Network menu on the device.

Complete the setup in HP Smart

On the error screen, click Exit Setup, and then try to set up the printer again.

If your printer is already available on the home screen:

Click Finish Setup.

Follow the on-screen instructions to complete the setup.

You may also, refer to this document 

Hope this helps! Keep me posted for further assistance.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Dr-Soong0101]

Like I stated in my original post, I'm NOT on any kind of VPN!

Sigh... 

[Nal_NR]

Hi @Dr-Soong0101,

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[Dr-Soong0101]

So the additional help/support you offer me via private message, is to... just call the support number? 

Thanks! Lol

[Dr-Soong0101]

I'm confident that there's an actual HP employee on here who's familiar with this issue as so many people seem to be having it. This same HP employee would be respected if they could just be straight and honest with us as to EXACTLY what is causing this error message for so many people, how we can all remedy it (if possible) or, if it's an issue the developers of the app itself need to address and fix.

Kind Regards

[Treeko]

Hi @Dr-Soong0101 

Welcome to HP Support Community. 

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

I see that you are facing connectivity issues with HP Smart APP. Please follow the steps below to resolve the issue.

1. Check whether customer is on a VPN (Global Protect, etc)

2. Inform user to disconnect from VPN

3. Make sure the PC has internet connection.

4. Press Exit Setup on the error screen and guide customer to retry to setup the printer.

• If printer is already shown in the home page with Finish Setup button, select Finish Setup and follow the on-screen prompts to complete the setup.

• If printer is not added yet, follow the steps below:

i. On the home screen, click Add Printer or Plus sign .

NOTE: HP Smart searches for printers in wireless setup mode or printers that are already connected.

a. Printer in Wireless setup mode: HP Smart lists the printer with model name and Set Up option.

b. Wireless or Ethernet connected printers: HP Smart lists the printer with model name and IP address.

ii. Select your printer, and then click Continue

iii. If HP Smart fails to search your printer in initial search, click Set Up a New Printer and choose a method to connect, and then click Continue.

iv. Follow the on-screen prompts to complete the setup.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a good day.

Treeko

HP Support

[Dr-Soong0101]

Rinse & repeat...

Sigh* 🙄

[Treeko]

Hi @Dr-Soong0101 

I have escalated your issue to HP’s Support Team in your region. They will review and check for possible options available, if any, to resolve your issue.  

You should be contacted within 2-4 business days (this does not include weekends or holidays).  
Response times may vary by region.

I hope this helps.

Take care and have a good day.

Treeko

HP Support

[Dr-Soong0101]

Thank you.