HP Smart login failure

[cheddar_brett]

I got a new HP Laptop (running WIndows 11) and already have an HP Printer / Scanner.  I use HP Smart to scan documents, and it works fine on my old laptop.  On my new HP laptop, I have to login to scan documents on my Printer / Scanner.  However, I get a login error, noted below.  The printer and HP Smart work fine on my old computer (running Windows 10).  How do I use my HP Printer with my new HP laptop?  Is this a Windows11 issue?

Error codes:
X-request-id: 47c72db0-f3c4-11ef-bf46-836da939fc38.710e7210-f6cf-11ef-bf46-836da939fc38 

[Sneha_01]

Hi @cheddar_brett 

Welcome to HP Support Community.

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

It sounds like you're encountering a login error while trying to use HP Smart on your new HP laptop running Windows 11. The printer works fine on your old laptop running Windows 10, so it seems the issue may be related to either the Windows 11 environment or how HP Smart interacts with it.

Let’s go through the steps to fix this issue so you can use your printer and scanner properly on your new laptop.

Step 1: Ensure HP Smart is Installed and Updated

First, make sure that you have HP Smart installed correctly on your new laptop and that it’s up-to-date.

Uninstall HP Smart (if it was previously installed):

• Go to Settings > Apps > Apps & Features.
• Find HP Smart, click on it, and select Uninstall.

Reinstall HP Smart:

• Go to the Microsoft Store on your new laptop and search for HP Smart.
• Download and install the latest version of HP Smart.

Check for updates:

• After reinstalling, open HP Smart and check if there is any update for the app itself. It might prompt you to install any necessary updates.

Step 2: Log Into HP SmartStep 2

The error you are receiving might be related to logging into your HP Smart account. Here’s how to log in:

1. Launch HP Smart and click on the Sign In button.
2. Use the same HP account credentials that you used to sign in on your old laptop. If you don’t have an HP account, you’ll need to create one on the HP Smart website.

Important Note: Make sure the email and password are correct, and that you’re not trying to log in with a Windows user account instead of your HP account.

Step 3: Verify Your Printer’s Connection

Ensure your printer is properly connected to your new laptop. This could involve checking that the printer is on the same Wi-Fi network as your new laptop:

Check the Printer's Network Connection:

• On the printer, go to Setup > Network > Wireless Settings.
• Ensure the printer is connected to the same Wi-Fi network as your laptop.

Add Printer to Windows 11:

• Go to Settings > Devices > Printers & Scanners.
• Select Add a Printer or Scanner, and your printer should appear in the list.
• If it doesn't, click on The printer that I want isn't listed and follow the steps to add it manually.

I hope this helps.

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

[JonathanH4]

I have done all those steps.  I can print ok to my HP all-in-one printers, but what I can't do is scan because that requires me to log in to my HP account from HP Smart.  It pops up a webpage where I can log in, but whenever I try to do that is errors out with this message: X-request-id: 8db3c8d0-120d-11f0-8243-870d445eadf3.98b2f110-13f3-11f0-8243-870d445eadf3.  If I just go to the HP.com website in the browser (not using the HP Smart automatic link) I can log in fine, but it doesn't help me with HP Smart so I still can't scan from my all-in-one printers!  I tried installing HP Easy Start, but all it did was eventually tell me to install HP Smart (I have done the uninstall, download latest version from Microsoft store and reinstall, but it has not changed.  I just tried something that seems to have worked.  I changed my default browser from Chrome to Firefox, but when I tried to login from HP Smart it still sent me to the Google Chrome browser and gave me the same results.  So I tried again, but this time I copied the URL and put it into Firefox and was then able to login and it gave me a link with apparently talked to the app, because now it shows me as logged in and I am able to scan now.  So it is a problem with how HP Smart was generating a link to log in with Chrome.