Unable to login to HP Smart app

[Emberil]

I just got a new laptop and downloaded the HP Smart app so I can use the scanner at my office. However, it will not let me log in and will not let me scan despite clearly stating on 123.hp.com that having an account is not required. I get the following message when I try to log in.

An error occurred. The connection timed out due to inactivity or the server is unable to respond.

Network connection issue

[Sneha_01]

Hi @Emberil,

Welcome to HP Support Community.

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

If you’re encountering an error with the HP Smart app saying "An error occurred. The connection timed out due to inactivity or the server is unable to respond," and you cannot log in or scan, here are some troubleshooting steps you can follow:

**1. Check Network Connectivity

• Ensure your computer is connected to the internet. Test your connection by visiting a website or running a speed test.
• Restart your router and computer to refresh the network connection.
• Make sure your firewall or antivirus software isn’t blocking the HP Smart app. Temporarily disable them to see if it resolves the issue.

**2. Update HP Smart App

A. Check for Updates:

• Make sure you have the latest version of the HP Smart app installed. Go to the app store (Microsoft Store, Mac App Store, etc.) and check for updates.

B. Reinstall the App:

• Uninstall the HP Smart app from your laptop, restart your computer, and then reinstall the latest version from the HP website or app store.

**3. Check HP Account Status

• If you have an HP account, ensure that your login credentials are correct. Try logging in to the HP website to verify your account status.
• If necessary, try creating a new HP account and use it to log in to the HP Smart app.

**4. Check App Permissions

• Ensure that the HP Smart app has the necessary permissions to access your network and printer. Check your system settings for app permissions.

**5. Check for Known Issues

• Visit the HP Support website and search for any known issues or outages related to the HP Smart app.

**6. Use HP Smart App Troubleshooting

• The HP Smart app often includes built-in troubleshooting steps. Check the app’s help section or settings for any available troubleshooting options.

**7. Check Printer Status

• Ensure your printer is connected to the same network as your laptop. Check the printer’s network settings and status.

B. Restart Printer:

• Restart your printer and try connecting it to the HP Smart app again.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support