HP Smart will not connect to OfficeJet 8020

[rwinford1977]

I have recently updated from Windows 10 to Windows 11, with a new install to a new hard drive.  I have an OfficeJet 8022 that was connected to HP SMART on my laptop on Win 10, but it won't connect to HP SMART under Windows 11.  The printer is installed correctly and I can print from my laptop to the printer.  But, HP SMART will not recognize it.  It starts the setup process, but then aborts with the error message:   Error Code: UA_400_EB000U0410.

I have rebooted the laptop and the printer multple times.  I have NOT yet tried to reset the printer to factory settings but I would like to avoide that if possible.

thanks,

[A_Gayathri]

Hi @rwinford1977,

Welcome to the HP Support Community

I understand you are getting an Error Code UA_400_EB000U0410 in HP Smart typically indicates an issue with connectivity or compatibility between the app and your printer. Since you've already rebooted the devices multiple times and successfully print from your laptop, this issue seems to be isolated to HP Smart.

Here are some steps to resolve the issue without resetting your printer to factory settings:

1. Ensure Printer and Laptop are on the Same Network

• Confirm that both your laptop and printer are connected to the same WiFi network.
• If the printer is connected via Ethernet, ensure your laptop is on the same network segment.

2. Check HP Smart App Version

• Make sure you have the latest version of the HP Smart app.
  • Download it from the HP printer setup (HP Smart app)
• If already installed, uninstall and reinstall the app.

3. Remove and Re-Add the Printer

• From Windows Settings:
  1. Go to Settings > Devices > Printers & scanners.
  2. Remove your OfficeJet 8022e.
  3. Re-add it by clicking Add a printer or scanner.
• In HP Smart:
  • Try removing the printer from HP Smart (if listed) and re-adding it.

4. Disable VPN or Firewalls

• VPNs and firewalls can block HP Smart from recognizing your printer.
• Temporarily disable them during the setup process.

5. Manually Add Printer via HP Smart

1. Open HP Smart.
2. Click Add Printer.
3. Select the option for Manual IP Address.
   • Find your printer's IP from the control panel or by printing a Network Configuration Report.

6. Reset HP Smart App HP printer setup (HP Smart app)

1. Open Settings > Apps > Installed Apps.
2. Locate HP Smart and select Advanced Options.
3. Click Reset to clear the app cache and settings.

7. Check Printer Firmware Update the firmware on an HP printer

• Update your printer’s firmware using the HP Printer Update Utility or the printer control panel if an update is available.

8. Run the HP Print and Scan Doctor HP Print and Scan Doctor

• Download and run HP Print and Scan Doctor to automatically detect and resolve connection issues.

Please follow the steps mentioned in this document: HP Smart app errors during setup and account registration

HP printers - 'Something unexpected happened' message during sign-in

Hope this helps! Keep me posted. 

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!

[rwinford1977]

thanks for the info.  I have followed all of those steps, some of them multiple times.  The PC and printer are definitely on the same network.  I can ping the printer and I can access the EWS in the printer.  I haver removed the printer from Windows and from HP Smart several times and re-added.  Still no success.  HP Print & Scan Doctor just launches HP SMART and I'm back where I started.

As a last resort I can try to reset the printer to factory settings, but I prefer to not do that yet.

[rwinford1977]

I just spent over 2 hours on chat with HP Printer support.  He led me through trying an re-trying everthing, including resetting my wifi network router.  We reset the printer to factory settings, uninstalled and reinstall HP Smart, tried from my Windows laptopn and Android phone.  no success.  He discovered there is an ongoing back-end server issue that could be the culprit, so I will try again next week.

[A_Gayathri]

Hi @rwinford1977,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as 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!