HP Smart App won't log on from laptop

[Alicep1966]

I am trying to log onto the HP smart app from my work lap top to add the existing printer which is at my house. When I go to log into hp smart and it redirects to me the web, I love in and then I get the following error.

X-request-id: c6c449b0-a7fa-11ef-94a0-59cf4e7228d2.fddb18c0-a827-11ef-94a0-59cf4e7228d2

[Raj2111 · Accepted solution]

Hi @Alicep1966 

Welcome to the HP support community.
 

It sounds like you're encountering an issue when trying to log into the HP Smart app on your work laptop to add your HP OfficeJet 8015e printer, and you're being redirected to a web page where you get an error message stating, "An error occurred." This could be caused by a variety of issues, including connectivity problems, account issues, or software conflicts. Here are some troubleshooting steps to help you resolve this:

1. Check Internet Connection:

• Ensure that your laptop is connected to a stable internet connection. If the internet connection is unstable or slow, it may cause issues with logging into HP Smart or redirecting to the website.
• Try opening other websites or apps to verify that your internet connection is working properly.

2. Clear Cache and Cookies (Web Browser):

• Clear the cache and cookies in the web browser you're using:
  • Google Chrome: Go to Settings > Privacy and security > Clear browsing data. Make sure "Cookies and other site data" and "Cached images and files" are selected, then click Clear data.
  • Microsoft Edge: Go to Settings > Privacy, search, and services > Clear browsing data, then select "Cookies and other site data" and "Cached images and files" and click Clear now.

3. Try a Different Browser:

4. Check for HP Smart App Updates:

• Ensure that the HP Smart app is up to date. Sometimes issues occur if you're using an outdated version of the app.
• Go to the Microsoft Store and check if there’s an update available for the HP Smart app. If so, update it.

5. Log in via the HP Smart Website:

• Instead of logging in directly through the app, you can try logging into your HP account on the official HP Smart website:
  • Visit the HP Smart website and log in to your account there.
  • Once logged in, follow the prompts to add your printer.

6. Firewall or Antivirus Settings:

• Firewall or security software on your work laptop could be blocking the connection to the HP Smart service. Try temporarily disabling any firewall or antivirus software to see if that resolves the issue.
• If you're on a corporate network, sometimes these security measures are more stringent, and you may need to contact your IT department to allow access to the HP servers.

7. Reinstall HP Smart App:

• Go to Settings > Apps > Apps & features.
• Find HP Smart in the list, select it, and click Uninstall.
• After uninstalling, go to the Microsoft Store, search for HP Smart, and reinstall the app.

8. Printer Connection Check:

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support