HP Smart will not connect to OneDrive

[ITELA]

I have added the MFP 4302dw to HP Smart.
I can click on it and click Scan to Cloud.
In there, there are 6 options, OneDrive, Google Drive, Evernote, Dropbox, Box, and Quickbooks.

Clicking on them should bring up a popup to login - 5 of them popup andwork fine, but OneDrive (the one I need) does not.

Instead you get a popup in the bottom right corner saying:
"Something went wrong. Try again later."

I've tried this on multiple browsers and multiple PC's, all produce the same result.

It feels like an issue on the server end, like the link to the login popup is wrong or something.

Can anyone confirm or help?

[Max3Aj]

Hi @ITELA, Welcome to HP Support Community. 

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

This issue does seem to be a server-side problem, especially since other cloud storage services work fine and the problem persists across multiple browsers and devices. Here are a few things you can try:

Troubleshooting Steps:

Clear Browser Cache and Cookies:

• Try clearing your browser cache and cookies before attempting again.
• Use Incognito/Private mode to see if the issue persists.

Try Another Network:

• If possible, connect to a different network (e.g., mobile hotspot) to rule out any network-related restrictions.

Ensure OneDrive is Accessible:

• Go to OneDrive and ensure you can log in manually.
• Check if there are any security restrictions on your Microsoft account.

Try HP Smart Mobile App:

• If you haven’t already, try setting up Scan to Cloud via the HP Smart app on your phone.

Reinstall HP Smart:

• Uninstall HP Smart and reinstall it to ensure you're on the latest version.

Possible Workaround

If Scan to OneDrive doesn't work directly, you can:

• Scan to Email and manually upload to OneDrive.
• Scan to Local Storage and use OneDrive’s sync folder.

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! 

Max3Aj

HP Support 

[ITELA]

This definitely feels like HP's end.

I've tried multiple PC's, multiple browsers, clearing the cache, inPrivate mode.
I even tried via Chrome on Android, same result.

My Android device doesn't even have OneDrive and has never used it.

These devices are also on different networks, so nothing is blocking it our end.

The issue is not logging into Onedrive, it's with HP servers contacting Microsoft servers in order to bring up the login Popup window in the first place - whether already logged into OneDrive or not makes no difference.

I can see using F12 dev tools that there are some errors in the page when clicking the OneDrive button.

The main one being this:

POST https://us1.api.ws-hp.com/shortcuts/tenant-manager/connectors/authorization 500 (Internal Server Error)

ChatGPT suggests this is a problem on HP servers where they are not authorizing with Microsoft's servers properly.
From my experience something has likely changed on Microsoft's end that HP is not aware of.

I can do a Scan to Onedrive via the HP Smart app, that works.

However, it adds it locally on the PC and is not accessible from the printer so doesn't really work for what we need.
The issue is via admin.hpsmart.com so the printer can see the scan destination - users won't have a PC with them, we want to scan direct from printer to OneDrive.

[Max3Aj]

@ITELA, Thank you for your response,  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support 

[ITELA]

I don't see the message, maybe it didn't send?
It just shows "No Messages".

[tom-s-here]

---

@ITELA wrote:

I don't see the message, maybe it didn't send?
It just shows "No Messages".

---

Did you get a solution for this issue? Many people seem to have the same problems without a solution.

I have the same issue since months...

[ITELA]

Unfortunately not.

I only came across it when recently purchasing HP Smart enabled printers for the first time recently.

This issue is holding up our server migration.

[ITELA]

I opened a support case which has now been closed with the statement:

"Please get in touch with Cloud service team for further support."

No instructions on how to do so - I would expect this to be escalated internally rather than just closed and forgotten.

Very poor service.

How do I get the right team of people to see this issue?

[tom-s-here]

Hi,

yesterday I did the following. 

I created a new MS account with free onedrive and I setup a shortcut with this account and then it worked again. 

Then I tried to share the folder with the scans with my original onedrive account to have easy access. This also worked. But unfortunately this share can’t be added as link into your original onedrive (unspecific error) so that it is synced to your computer. So you have to access the files via web browser. 

Adding second private onedrive account to the onedrive app isn’t possible also. Only school or business account can be added as second account. 

My theorie:

Premium onedrive has activated ransomware/MS Defender 365 protection (it’s not configurable, you can see that in your MS account dashboard) and free accounts doesn’t. I assume that the write access of HP servers are classified as a threat and that this classification also applies when linking the folder from free onedrive to premium onedrive. 

I wrote that to the support team but I don’t expect a helpful answer. 

[ITELA]

You seem to be seeing slightly different results to me.

I've tried on Windows PC's and also Android with no OneDrive installed, there's no connection to OneDrive at all so I would expect it to prompt for credentials at least.

Even in those cases, going admin.hpsmart.com > Printer > Scan to Cloud > click OneDrive does not bring up any login popup, just the error I've described above.
On my own laptop, it does have a OneDrive for Business connection running, but it's the same error regardless.