HP Smart doesn't connect to internet

[SpartyBob24]

Recently installed a new router (Asus) and HP Smart no longer connects to the internet. My printer is connected by ethernet. I could print for a while after the router switch, then after 60 ~ 80 days, every time I printed there was an error message on the printer screen advising of an issue with my account. I had to clear that message before the job would print. Yesterday I spent over 2 hours with HP  on a chat  & many hours since on my own, but still unable to resolve. I've disconnected both power & the ethernet cable to the printer, rebooted my router, uninstalled the printer and HP Smart from my PC, etc. Today I ended up restoring my printer to it's default settings and now I have to set-up my printer again on HP Smart and it never completes the process because it can't "activate HP+ on my printer", providing error code OW_4XX_OWSWS00001. So now I can't use my printer.

[Irfan_06]

Hi @SpartyBob24,

Welcome to the HP Support Community.

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

I understand you're experiencing an issue with connecting your printer to the new router.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, please follow the steps below to connect your printer to the network again.

1) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

2) Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.

3) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

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

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[SpartyBob24 · Accepted solution]

I'd also been chatting with HP Support via Twitter DM and finally worked out a solution.

In the end, after again resetting the printer to factory defaults, unplugging it while  powered on, removing my printer & HP Smart from my PC - ultimately what worked for me was setting up WiFi temporarily on the printer, then opening  HP Smart on my phone, which finally got it set-up on the app & on the Instant Ink Dashboard. I then turned off the printer, unplugged it, plugged it back in (which powered it on), plugged in the Ethernet cable, turned on my PC, went to 123.hp.com to complete the set-up on HP Smart & Instant Ink. Whew!

Keep in mind that I later discovered that when connected by Ethernet, though I can print and scan from my PC or phone, I still can't connect my printer to HP's web services. To do that I have to disconnect my printer's Ethernet cable and let the printer connect by WiFi. So in the end it's not an acceptable solution, because I'll have to connect by WiFi every month or so, so my Instant Ink Dashboard can update my usage and prevent the printer from not working because it hasn't connected to InstantInk in 60+- days (or whatever default time HP uses). Disappointed in HP.

[Irfan_06]

Hi @SpartyBob24,

That's great! Happy to hear that the issue has been resolved. I appreciate your efforts in performing the steps to fix it and If you need further assistance feel free to reach out to us.

Take care and have a great day ahead!

Irwin6

HP Support