Unable to add device (Printer) to account

[Michaelstuart]

Hi! I'm a newbie here but 2 time HP laptop owner.
I have the Envy 6400 Series All in One Printer and it works fine, other than I can't scan, which leads me to this post. I try to add the printer to my account and I keep getting the error "something went wrong and the selected device cannot be added to the dashboard." This happens online via my laptop and via the app on my phone. And it's been this way pretty much since I bought it in June.
Can anyone enlighten me to how to speak to someone at HP, or help with getting it added, OR help me scan from the printer to my laptop. I am grateful in advance!

[Sneha_01]

Hi @Michaelstuart,

Welcome to HP Support Community.

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

Hi! It sounds like you're having a frustrating time with your HP Envy 6400 Series All-in-One Printer. Let’s see if we can get it sorted out.

1. Troubleshooting Adding the Printer to Your HP Account

Check Network Connection: Ensure that your printer and laptop/phone are connected to the same Wi-Fi network. If they are on different networks, the printer might not be able to communicate with the account properly.

Update Printer Firmware: Sometimes, updating the printer’s firmware can resolve connectivity issues. You can usually do this via the printer’s control panel or through the HP Smart app.

HP Smart App:

• Open the HP Smart app on your phone or laptop.
• Go to Settings or Add a Printer.
• Follow the instructions to add the printer again.

Clear Cache & Reinstall HP Smart App: If you’re using the HP Smart app, try clearing the cache or reinstalling the app. Sometimes, the app itself might be the issue.

HP Smart Account: Ensure that you are logged into the correct HP account and that there are no issues with your account. Log out and back in if necessary.

Restart Devices: Sometimes a simple restart can solve connectivity issues. Restart your printer, laptop, and router.

2. Scanning from Printer to Laptop

Use HP Smart App:

• Open the HP Smart app.
• Select your printer.
• Go to Scan and follow the on-screen instructions.

Use Windows Fax and Scan:

• Open Windows Fax and Scan from the Start menu.
• Click on New Scan.
• Select your printer and scan settings, then click Scan.

Use Printer’s Control Panel:

• On your printer’s control panel, select the Scan option.
• Choose Scan to Computer (if your printer supports this feature).
• Follow the prompts to scan and save the document to your laptop.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support