logging into HP account in HP Smart app

[Jimmy1957]

My printer is setup and recognized but you have to log into your account in order to scan. I log in with email and password and get error message "An error occurred. The connection has timed out due to inactivity" or the server is unable to respond. Network connection issue."  I have uninstalled and reinstall HP Smart App several times. Any help would be appreciated. It works on my phone and old lap top. Only have issue on this new Dell 5550 and Windows 11. 

[Dragon-Fur]

@Jimmy1957 

Welcome to the HP English Community --

Assuming you have used that particular email / password for your HP Account in the past, then yes, signing in to HP Smart with your HP Account credentials is the correct method.

The sign-in does not generally break, though there are a couple of recent events that might have impacted what you are seeing this time.

You might need / want to uninstall the HP Smart application from

Settings > Apps >

Apps & Features (Windows 10

OR

Installed Apps (Windows 11)

Next,

Restart the computer and log in

What is going on?

Recent events of note:

Twice in the past weeks, HP Smart has been updated to a new version.

• The first of the two updates resulted in various scan or connection issues for some users.
• The second of the updates fixed the issues and also likely contains whatever other updates that were originally intended.

The Microsoft Store has released a new version of the HP Smart application.

Check the Store in your Library downloads -

"Get Updates" if your HP Smart has not yet updated.

After the new version is installed on your Windows computer,

Restart your printer and wait for the printer to completely boot / start.

What if?

If the simple Uninstall / Reinstall of HP Smart does not work, add the following steps.

Windows - Reset HP Smart Application

Reset the HP Smart application - This action removes the app data.

How to...

Windows 10 -

Settings > Apps > Apps and Features

OR

Windows 11 - 

Settings > Apps > Installed Apps

Next,

Search / Find HP Smart in the apps list

Open Advanced options > Reset the app

Restart the computer and log in

Open HP Smart > Sign in > Add Printer(s)

What if?

If the app Reset does not work by itself,

Next,

Uninstall the HP Smart App from Settings > Apps > Apps and Features / Installed Apps

Restart the computer and log in

=========================================

If the solution does not work for you,

Fall back to using the Full Feature Software / full driver printer software and HP Scan.

Alternatively, use other Scan apps as available for your version of Windows.

Ask if you need help to find and install your printer software.

==================================

Message Content References

HP Account - Management / Device Lists / Warranty and Product Information

HP Account - Login / Dashboard

Scroll to the bottom of the web page to change the region.

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

HP OfficeJet Pro 6978 All-in-One Printer  

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"