Hp Smart does not allow me to log in with my account. I can no longer scan documents.

[Franca65]

Hp Smart does not allow me to log in with my account. He exits and returns to the home. I can no longer scan documents. I do not know how to do.

thanks for your attention

[Jay_G24]

Hi @Franca65,

I'd like to help!

I understand that you are unable to log in to your HP Smart account and scan using the app.

Try the below suggestions to resolve the issue-

1)Uninstall HP Smart 

2)Install all the available Windows updates

If it is been a while since you updated your Windows, that is the main reason why Windows says your HP printer driver is unavailable. Here are the steps how to do a Windows Update to install all accessible operating system update.

If you are accessing Windows 10, then these steps are for you.

1. Hit the Start menu and write an update. After that, click on the “Check for updates” option.
2. Tap on the “Check for updates” option.
3. After clicking on that option, Windows will install the updates automatically.
4. When Windows completes all its updates, start your computer again and attempt to print a file to check if your printer works.

3) try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

4)Reinstall  HP Smart App from windows store.

If the issue persists, install the HP Easy Start (under the Software and Utility tab )and use HP Scan to scan a document 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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

[Franca65]

Unfortunately it didn't work. HP Smart won't let me log into my account, so it won't let me scan documents. I was able to scan using scan documents from the HP print assistant.
Thanks for the reply

[Jay_G24]

What is the error you receive when you try and log in to HP Smart?

Let me know

[Franca65]

It does not send any error messages. After a few seconds of sending data, it returns to the home screen. It does not open the scanning program.

[Jay_G24]

Try the below suggestions -

1. Uninstall HP Smart
2. Try updating windows and printer firmware
3. Install HP Smart from the APP store 

Try updating windows and printer firmware 

1. To update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware 

Let me know how this goes!

[PeteC22]

This is the same problem that I have using the HP Smart app in Windows. The app looks for my HP account and can't find/connect to it and returns to the previous screen.  It prevented me from even setting up my HP 9015e using HP Smart and had to install via Easy Start.  I was on the phone 3 different times with HP Support. Each time I was told that it was a "known issue" and that there would be a fix in "1 or 2 days"...never happened.  HP Support also promised to keep me updated on the issue...also never happened.  Forget all the uninstall/re-install advice, been there, done that, does not help.  My Windows installation is always up to date, so it is not that either.  This started for me when an update was made to HP Smart app (Windows) and has persisted over several months now.  Fortunately the printer itself works just fine and I can use the features outside of HP Smart, but their customer support has been hugely disappointing, and I say that as a long-time HP customer.

HP Scan extend is a good alternative to access your printer's scanning features.

[Franca65]

I don't have a Mac. I haven't found the Library directory. The firmware is up to date, but Hp Smart still won't connect to my account.

[Franca65]

Yes, I believe the problem is HP Smart app in Windows.

[Jay_G24]

@Franca65,

Try the below suggestions-

1)Uninstall HP Smart 

2)Install all the available Windows updates

If it is been a while since you updated your Windows, that is the main reason why Windows says your HP printer driver is unavailable. Here are the steps how to do a Windows Update to install all accessible operating system update.

If you are accessing Windows 10, then these steps are for you.

1. Hit the Start menu and write an update. After that, click on the “Check for updates” option.
2. Tap on the “Check for updates” option.
3. After clicking on that option, Windows will install the updates automatically.
4. When Windows completes all its updates, start your computer again and attempt to print a file to check if your printer works.

3) try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

4)Reinstall HP Smart

Hope this helps! Keep me posted. 

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