HP Smart Windows App Won't Connect to My HP Account

[NStem]

HP Smart app won't connect to my HP account. I've downloaded/installed/uninstalled/repeated. Neither print nor scan functions will connect. I'm prompted to sign into my Hp account, enter my password and the next screen I get says:

"An error occurred. The connection timed out due to inactivity, or the server is unable to respond. Network connection 

issue." 

This happens immediately. I'm using my wired internet connection which works fine for everything else. Would appreciate any ideas or solutions. Thanks. 

[Raj_05]

Hi @NStem,

Welcome to HP Support Community.

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

Here are some steps to troubleshoot and resolve the connection issue with the HP Smart app on your HP OfficeJet Pro 6978 All-In-One Printer.

Check Network Connection

1. Internet Connection: Ensure your internet connection is stable. Try visiting a few websites to confirm that your connection is working correctly.
2. Network Configuration: Make sure your printer and your computer are on the same network. If your printer is connected via Wi-Fi, confirm that it is properly connected to your Wi-Fi network.

Restart Devices

1. Restart Printer: Turn off your printer, unplug it from the power source, wait for a minute, and then plug it back in and turn it on.
2. Restart Router: Restart your router to ensure a fresh network connection.
3. Restart Computer: Restart your computer to ensure there are no background processes interfering with the connection.

Check for Software Updates

1. HP Smart App: Ensure you have the latest version of the HP Smart app installed. Check for updates in the Microsoft Store.
2. Printer Firmware: Check if there are any firmware updates available for your printer. You can do this from the printer's control panel or the HP support website.

Clear Cache and Reinstall HP Smart App

1. Clear Cache: Clear the cache of the HP Smart app. You can do this by going to Settings > Apps > HP Smart > Storage > Clear Cache.
2. Reinstall App: Uninstall the HP Smart app, restart your computer, and then reinstall the app from the Microsoft Store.

Check Firewall and Antivirus Settings

1. Firewall Settings: Ensure that your firewall is not blocking the HP Smart app. You can temporarily disable the firewall to see if this resolves the issue.
2. Antivirus Settings: Similarly, check if your antivirus software is interfering with the app's connection. Temporarily disable the antivirus software to see if it resolves the issue.

[Raj_05]

Manually Configure Printer in HP Smart App

1. Add Printer Manually: Open the HP Smart app, click on the “+” icon to add a new printer, and follow the prompts to manually add your printer using its IP address.

Sign in to HP Account via Browser

1. HP Account Website: Try logging into your HP account via a web browser to ensure there are no issues with your account credentials. Visit HP Account Sign-In.

Reset Printer Network Settings

1. Reset Network Settings: On your printer's control panel, navigate to the network settings and reset the network settings. Then reconnect your printer to the network.

Additional Troubleshooting

1. Check Proxy Settings: Ensure that your network is not using a proxy server, which might be interfering with the connection.
2. Check Router Settings: Verify that your router settings do not have any restrictions or filters that might be blocking the connection.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[NStem]

Hello Alden4,

Thanks for your replies. The problem cleared up without my doing much of anything. Iwas able to reach other

websites including HP websites so I was getting through. All my equipment was working correctly. I'm thinking whatever server controlled access to the page I was trying to reach was working. I eventually tried to HP Smart App to get where I needed to and it let me get there. 

Before the function started working again I did download and add the HP OfficeJet Pro 6970 (my printer) software which I also used under Windows 10. Not sure that had any effect but HP Smart started acting correctly after that. I can't say if your replies helped or not but I certainly do appreciatee your looking into the isuue. Thank you Alden4.

Norman Stembridge

[Raj_05 · Accepted solution]

Hi @NStem,

Thank you for your response, 

Is there anything else that I can help you with today?

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a great day ahead!

Alden4

HP Support 

[Echo-Sierra]

Try opening the logon link the app takes you to in an incognito window. Worked for me.

[JoyceEC]

I have Chromebook OS, and my account will not show the printer. I can print, but the scanning feature on HP Smart App will not function or recognize my printer on same wifi or Ethernet connection.

[NStem]

Hi Echo-Sierra, 

Thanks for the reply. I'm all set now. Of course I can't remember right now 

what I did except waiting out the problem. I believe the server that I needed

to connect to was offline. A couple of days later I was able to get right in. 

Sorry for the late response but I do appreciate it.

Norm