I can no longer scan as I cannot login to the service

[fredthebed]

I have been using the HP Smart app on Windows for the past 2 years. In order to scan, using the printer, I need to login to the HP Service. I can no longer log in and get this error - We're sorry, something went wrong. We’re experiencing connectivity issues related to account access. This could happen if you are connected to a VPN. Exit setup and try again later to resolve this issue. If you continue to have issues setting up, contact HP Support. (Error Code: OW_500_OWSID00001). 

I never had the issue before, this has just started to happen. I just need to scan to my computer using the scan function on my printer. Seriously considering buying a new printer (and it won't be a HP)

[Dragon-Fur]

@fredthebed 

Welcome to the HP Community --

The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.

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@fredthebed wrote:

Product: HP ENVY 5020 All-in-One Printer

Operating System: Microsoft Windows 10 (64-bit)

I have been using the HP Smart app on Windows for the past 2 years. In order to scan, using the printer, I need to login to the HP Service. I can no longer log in and get this error - We're sorry, something went wrong. We’re experiencing connectivity issues related to account access. This could happen if you are connected to a VPN. Exit setup and try again later to resolve this issue. If you continue to have issues setting up, contact HP Support. (Error Code: OW_500_OWSID00001). 

I never had the issue before, this has just started to happen. I just need to scan to my computer using the scan function on my printer. Seriously considering buying a new printer (and it won't be a HP)

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Sure, and you should absolutely purchase what you want. 

We don't judge what people do.

HP is one of several major manufacturers, all of which make and sell fine products.

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Printer - Full Feature Software

Immediate Answer

You need not use HP Smart -- use of the application is optional.

If you have not done so, Consider:

Install the Full Feature Software > Use HP Scan (included with the full driver).

HP Full Feature Software / Full Driver printer software - supports printing and scanning from the web, printing in in other software and programs (for example, Word), and provides access to the full range of Printing Preferences / Shortcuts.  The full driver adds at least two shortcuts to the Desktop: Printer Assistant and HP Scan. If the printer model includes built-in Fax hardware, the software supports the setup and use of the Fax driver. No Sign-in required.

Details Page - Driver - For your Printer

>>> Full Feature Software - Web Pack Installation Package - Information - Download / Save / Install <<<

HP Officejet Pro 8620 e-All-in-One Printer series Full Feature Software

HP ENVY 5000 All-in-One Print and Scan Driver and Accessories 

After the software is installed, Restart the computer and sign in.

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

The installation of the full driver generally adds at least two shortcuts to the Desktop.

Note:  HP Scan is not installed if the printer does not support scanning.

Printer Assistant 

HP Scan

>>> Open the Printer Assistant > tab Scan > Manage Scan to Computer > Enable

Example - Windows - Full Feature Software - Installed in Programs and Features

Programs_and_Features_Printer_Desktop_Icons_11

Example - HP Scan - Main menu - More > Destination

9025_HP_Scan_Menu_PDF_More_Destination_8

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All the Rest:  Other options, fix HP Smart

Next  - after installing the full driver

Optional > Install / Use other Scan apps or software.

For example:

• Download-Save-Install   HP Scan and Capture
• Download-Save-Install >  NAPS2 
• “Get” the application from the Store >  Windows Scan

and

• Webscan – located in the Embedded Web Server (EWS) – No additional software

This option requires a network connection and EWS

EWS > HP Document / How-to

Use the HP printer Embedded Web Server (EWS)

NOTE:  Find printer IP address

Section How do I manually assign an IP address to my printer?  Items 1-2

NOTE: Webscan feature is not available on Laser printers

If the printer is on the network,

If the EWS feature is available on your printer,

First Time Use Only: Enable Webscan

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Settings > Security > Administrator Settings > Enable >> Check box next to Webscan

Click Apply to save any changes

Use Webscan

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Scan > Webscan 

Set up Webscan the way you want it - for example, set the Source to ADF

Click Start Scan to scan your document / image using Webscan

After the scan is complete, Save the scan to your computer.

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HP Smart - Check / Reset / Reload

In so much that I am aware, the issue is fixable -- it's a communication error of some sort and not a mechanical failure.

For example,

HP Smart - Windows - recently updated.

At this writing, Version =

50.1.1140.0

Check / Update >> Every device (computer(s) and mobile) where HP Smart is installed should be running the latest version of the HP Smart application available for that device platform (Operating System / Version).

Next,

Restart Everything, including the router that controls your network

That might be enough (at least short term) -- check...

Stop if everything is now working.

Below is a compilation of ideas.

If you skip something because you don't like it and the service still refuses, consider adding the skipped part(s) into your checkpoints.

The document on the subject:

HP Printers - 'We're sorry, something went wrong' error

During setup of your HP printer, a We’re sorry, something went wrong error with error code UU_400_EB000U0004 or OW_500_OWSID00001 displays in the HP Smart app.

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

Printer - Windows - Reset HP Smart

If you want to try and fix HP Smart (always a good plan),

Consider / Try one or more of the following setups / procedures.

- Printer Application - HP Smart – Check / Reset -

Reminder

It is important that every device is using the latest version of the HP Smart app for that device type.

Check / Update >> Every device (computer(s) and mobile) where HP Smart is installed should be running the latest version of the HP Smart application available for that device platform (Operating System / Version).

AND

The printer and device (computer, tablet, phone) where HP Smart is running should be on the same network.

That might be enough…

Stop if everything is now working.

Next,

Restart Everything, including the router that controls your network

That might be enough (at least short term) -- check...

Stop if everything is now working.

Next,

Windows

 Check / Run Windows Updates > Install any pending updates > Restart the computer

Next,

If not previously completed,

Restart everything, including the router that controls your network.

Can’t stand it?  Consider:  Restart computer(s) and printer.

Stop if everything is now working.

Next,

Open and Check HP Smart

If the HP Smart opens but does not work or hangs partly open:  Close the HP Smart App

If you cannot close HP Smart: Restart the computer and log in

Do not start the HP Smart yet.

No Joy?

Windows - Reset HP Smart Application

Next,

Reset the HP Smart application - This action removes the app data.

Windows 10 -

Settings > Apps > Apps and Features

OR

Windows 11 - 

Settings > Apps > Installed Apps

Next,

Search / Find HP Smart in the apps list

Open Advanced options > Reset the app

Restart the computer and log in

Open HP Smart > Sign in > Add Printer(s)

If the app Reset does not work by itself, add:

Next,

Uninstall the HP Smart App from Settings > Apps > Apps and Features / Installed Apps

Restart the computer and log in

“Get” a new copy of the HP Smart application from the Microsoft Store

Open HP Smart > Sign in > Add Printer(s)

Example - HP Smart - Windows - Reset HP Smart application

HP_Smart_Win_Apps_Reset_2

=+=+=+=+=+=+=+=+=+=+=+=+=+=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

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

NOTE: Content depends on device type and Operating System

Categories: Alerts, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open

HP ENVY 5020 All-in-One Printer  

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