HP smart app: can't login (OW_500_OWSID00001) but NOT connected to a VPN

[julinha]

The HP smart app cannot sign in to my account. It shows the Error Code: OW_500_OWSID00001, which is related to being connected to a VPN, but I am NOT, as far as I know. I do not know how to fix this and I cannot use the functionalities of my new OfficeJet Pro 9010 because of it, particularly the duplex scanning. The android app already does not allow for the duplex scanning with the ADF, so scanning like this via the computer is crucial. 

I have checked with Windows and my antivirus (AVIRA) and I have not set up VPN connections, I explicitly did not allow any VPN connections.

Now, I do have PUTTY and VMware Horizon Client installed on my computer for remote work, but I am currently not connected to either of them nor was I during installation and when trying to login to my HP account. I also am connected to OneDrive and syncing my files to it (but I did try to pause it to see if it would make any differences). Could that be the reason why?!

How do I fix this???

Many thanks

[KrazyToad]

@julinha

Welcome to HP Support Community

I would like to help

Please try assigning a manual IP Address and also ensure the printer has the latest Firmware

Link: https://support.hp.com/in-en/document/c02919168

1) Obtain the IP address of the printer – You can print a Network Configuration page  to obtain the IP address.
2) Type the IP address on your web browser to obtain the printer EWS page on your computer.
3) Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
4) Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
5) Click Manual IP
6) If you see a Suggest a Manual IP Address button, click Manual IP address, and the Manual IP addresses are automatically filled out for you.
7) If your page does not have a button to suggest a manual IP address, type the IP address, subnet mask, and default gateway using the numbers shown in the report you printed.

Thank you

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