cannot connect to HP Account from HP Smart

[JaviZurdo]

I had installed HP Smart and used my printer without problems for over a year. At some point I did an update of HP Smart and now I CAN print and run the diagnostics from my computer without errors. I ran HPSmart diagnostics and everything looks OK. When I try to scan from HP Smart, it tells me to log into the account or create account. When I try to log into my account, it runs some process (I can see it says "Launching HP Account" and then "Transferring Information" ) and comes back to the initial HPSmart page where I can see the printer on-line, ready and the ink levels but nothing else happens.  

I uninstalled the software, removed anything related to HP from the computer registry and hard drive, and re-installed the software with the same results. I also got the same results from my wife's computer in the same network. I can use the HPSmart app in my phone and scan from there as a workaround.

[Kumar0307 · Accepted solution]

@JaviZurdo, Welcome to the HP Support Community!

I understand you are not able to scan using the HP smart app. I appreciate your efforts in trying to resolve this issue by performing the necessary troubleshooting steps.

Use the full-feature printer driver to scan from your computer

Click here to download the HP Full-feature driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

Try scanning. Do not use the HP Smart app, open the HP utility, click on scan.

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.

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