Can't login to the Smart App in order to scan

[NikB2]

Until today, my HP Smart allowed me to scan with no issues.  Today, it asked me to sign into my account (which it never asks). I sign in and it gets to a spinning wheel on a screen that says "Applying Account Information".  It will stay on this screen for literally hours. I've tried multiple times, and have rebooted several times.  No luck, I cannot get into it.

I can print (not through HP Smart), and can scan with Windows Fax and Scan, so the equipment works and the connections are there. But I can't use the HP Smart, and the 'Virtual Assistant' is useless in helping me. As soon as I click on the assistant, it won't allow me to ask a question, but fires off answers about low-toner.  (Eventually was abler to ask a question about this, and it gave no answers).

Can anyone tell me how I can get HP Smart to allow me to  get past the "applying account information screen", or how to speak to someone at HP about this?

With many thanks in advance.

[Dragon-Fur]

@NikB2 

Welcome to the HP Community.

There are several possible sources of the problem - some are more easily fixed than others.

The obvious root cause is that the sign-in process is hanging and unable to fully connect.

Examples - Places to check / look / reset-reload

Yes, it's likely you have already tried these... ignore if not relevant

Start here:

Check for Windows Updates - complete any updates found

If any updates are installed > Restart the computer and log in

Repeat until "No updates are found"

• Restart everything, including your network router
• Check the router logs for any information
• Check (on the computer side) that the network connection is Private (as opposed to Guest or Public) -- Settings > Network & Internet > View hardware and connection properties
• Recheck that all your devices that need access to the printer (including the printer) are on the same network
• Recheck that every device is using the most recent version of the HP Smart application for that device.  What?  Sign into each device / computer > open its app store > check for updates

• Try removing and reloading the HP Smart Application

Uninstall HP Smart > Restart the computer and log in > Install the application from the Microsoft Store

Settings > Apps > Apps and Features 

Search or scroll down and find HP Smart

Left-Click on the item > Uninstall

Optional >> If having continuing issues: Restart the computer and log in

"Get" a new copy of the Application from the Microsoft Store

 Reminder:  You’ll need to sign in to the application with your HP Account credentials.

• Ignore the whole issue and use other options to scan

If you have not done so,

Check / Install the Full Feature Software / full driver printer software

Restart the computer and sign in

Use HP Scan (part of the full driver printer software) or other Scan applications to scan

Details / How-to / Examples

Full Feature Software / Full Driver printer software installation package:

HP DeskJet / Ink Advantage 2600/2675/2676/2677/2678 Print and Scan Driver and Accessories 

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

>>> Check / Install the Full Feature Software / full driver printer software

The full driver provides the foundation on which other programs and printing software depend.

Preparation - Install Full Driver Printer Software

If you have not done so,

In addition to the HP Smart application,

Install the Full Feature Software / full driver printer software for the printer.

HP Smart and other print software / applications benefit from having the full driver installed.

Make sure your VPN is switched Off when installing software.

Printer Software Check - Is the printer software installed?

Notes

When the full driver printer software is installed,

Find the printer software listed in Control Panel > icon view > Programs and Features.

The installation of the full printer software adds two shortcut icons to the Desktop.

The Printer Assistant is named for the printer and provides access to Print , Scan , and Tools

HP Scan is named for itself and provides a direct call to the HP Scan software.

Programs_and_Features_Printer_Desktop_Icons_5

Next...

Printer software installed / listed >> Software is out of date or not working?

NOTE:  If the printer software shows installed but is not working as expected,

Uninstall the printer software from Control Panel > icon view > Programs and Features

Restart the computer and log in

What if?

If software will not uninstall, appears to be removed and is “still hanging around” after you uninstall / Restart...

Microsoft:  Fix problems that block programs from being installed or removed

OR

Revo Uninstaller (Free version)

then

Restart the computer and log in

Reminder:  If using USB, disconnect the USB printer cable between the printer and the computer before installing software.  (Re)Connect the USB cable when instructed to do so near the end of the installation procedure.

Install a fresh copy of the Full Feature Software / Full Driver printer software

Restart the computer and log in

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

Basic Instructions - Install the Full Feature Software / Full Driver printer software

• If using VPN, shut it off to install software
• Download and Save the Full Feature Software installation package or the Easy Start Software
• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Reminder:  If using USB cable between printer and computer, disconnect the cable before installing software.
• Right-Click on the installation package and “Run as Administrator”
• If using Easy Start > When asked, opt for "Full Driver" (exact wording might vary).
• If using Easy Start > Skip any extra software / offers you do not want (wording varies).
• After the software is installed, Restart the computer and log in

NOTES

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Preparation > Check / enable the printer as the “Default Printer”

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Example - HP Scan - Main Menu

9025_HP_Scan_Menu_PDF_6

Example - HP Scan > Sub-Menu More > Destination

9025_HP_Scan_Menu_PDF_More_Destination_5

More Options... (list is not all inclusive)

NAPS2 – “Not Another PDF Scanner” (Free – Donations gladly accepted by the NAPS2 organization)

• Download-Save-Install >  NAPS2 
• Not another PDF Scanner – free program scans PDF files and image(s) as .jpeg or PDF file(s).
• Not always simple “Plug and Play”, nonetheless, this free software is powerful and configurable.

Notes

• Includes an OCR feature – may need Ghostscript add-on (See NAPS2 forum entry)
• Read the Support pages for information
• Read the Getting Started guide
• Combining files?  Read the Command Line Usage guide > Select Combining and Converting Files

HP Scan and Capture

Available from the Microsoft Store (formally Windows Store) - Requires Windows 8 or higher

Download-Save-Install   HP Scan and Capture

 Description

HP Scan and Capture is a simple and fun application that captures photos or documents from any* HP scanning device or your computer's built-in camera.  These images can be previewed, edited, saved, and shared to other applications.

* NOTE:  The correct HP print software drivers for your scanner must be installed from HP's Support Website.

Click Start (windows key) > Open the All Apps List > scroll the list 

Open Category HP

Find and open the HP Scan and Capture application

Optional

Right-Click on the application and PIN to Start

Windows Scan – Microsoft Store (formally Windows Store) - Requires Windows 8 or higher

• “Get” the application from the Store >  Windows Scan

Paint (mspaint)

Older software – not brilliant – does work for scanning images.

• Open  Paint
• Optional >> Expand the “white background” area to a size to accommodate your data.  If unknown, try 1300x1300
• File > Select “From Scanner or Camera”
• Select your printer > Follow the prompts to scan and then save your item

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

HP Printer Support Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

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

HP DeskJet 2630 All-in-One Printer 

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