New router and cannot scan

[ScubaJoe1313]

I have changed my ISP and have a new router.  I initially had a problem getting it to connect at all, but that is now resolved.

However,  I now find myself unable to scan.  When I open  HP Smart and hit the Scan button it cycles and says it is sending me to "Cloud Services",  I then get asked to log-in to my account.  When I do it cycles again.  

I then get the text of   " We're sorry, something went wrong"  with the error code of :

(Error Code: UA_400_EB000U0100)            I cannot find this error code anywhere.  

I have uninstalled and reinstalled the printer and all associated software twice. 

Can someone help and tell me what I am doing wrong?

[greenturtle]

Hi,

Thanks for using the HP Support Community.

Can you download and install the FULL featured printer software from HP for your operating system:
https://support.hp.com/sg-en/drivers/selfservice/swdetails/hp-deskjet-2600-all-in-one-printer-series...

Once you have downloaded and installed the FULL feature software, you will be able to print and scan.

This resource will be useful:

https://www.youtube.com/watch?v=1vjgUw9JjxM

Hope that helps.

[ScubaJoe1313]

I am sorry for the delay in getting back to you.  I have been spending hours each day following and re-following the instructions in the setup from the files you gave me and also the instructions.

I also spent hours on the phone with my ISP trying to see if there is a problem with my dual-band router.  I've even gone so far as to set-up a 2.4ghz network that I am running off of. 

Due to this, there is a connection between my laptop and printer, and I can print a document from my laptop.

However, when I try to print or scan from HP Smart (which is part of the install process) I get asked to sign- in, and after I do get the same message and Error code I mentioned at the top.  I am also given the option of creating a new account, and when I click that I get the error before anything can begin.

I have tried to use the HP Print and Scan Doc app, and all it tells me to do is reinstall the package from the link you posted.  I tried it anyways also to no avail.  

I cannot scan a document or use any of the other functions of HP Smart which require a log-in.  Again, I never had this problem before.

Please help.

[greenturtle]

Hi @ScubaJoe1313 

Would suggest to try uninstall and reinstall the FULL software.

This resource will show you how:

https://www.youtube.com/watch?v=UlasAOAgL_0

BTW, the printer only supports 2.4GHz, so even if using HP Smart on the Phone, the phone needs to be on 2.4GHz.

Hope that helps!

[ScubaJoe1313]

I am sorry but this is just a repeat of your original instructions.

As I mentioned, I have already uninstalled and reinstalled the software multiple times, by following the youtube video.  

Please guide me through further steps I can take so the HP Smart functions as it should.

Thank you for your assistance.

[greenturtle]

Hi @ScubaJoe1313 

1.Go to HP Smart and "Forget the Printer"

2.Uninstall HP Smart > Go to Windows Start > Right-click on HP Smart > Uninstall

3.Go to Microsoft Store and download HP Smart

4.Add the printer again.

Hope that helps!

[ScubaJoe1313]

This is an act I have tried numerous times, but I tried again to no avail.

The PROBLEM is that once the app is set-up, the app fails in allowing me to log into my account.  It is a failure of the app ofnot being able to connect with HP to verify my credentials (or create new credentials.)

What is the error code I mentioned and what can be done to remedy that?  That is the key.

Thank you very much for your attention.

[greenturtle]

HI,

At this point, have you tried to create a new account (since it can't validate the old one?)

Hope that helps!

[ScubaJoe1313]

As I have mentioned in a previous post, yes I have tried to create a new account and ended up with the same result.

Again, what is that error code and how can it be resolved?

[Kumar0307]

@ScubaJoe1313, Welcome to the HP Support Community!

I understand you are not able to scan from your computer. If you have tried reinstalling the HP Smart app, use the HP Scan Extended app to scan and check if that helps.

Click here to download the app. 

Once it's downloaded and installed, go to Start > All Programs > HP > HP Scan Extended > Run "HP Scan Extended"

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day!