03-26-2020 08:51 AM
Phone OS: Android 8.1.0
Phone software, printer software and HP Smart app are all up to date
HP Print Service Plugin is running on the phone
Laptop: Windows 10 (FYI) - no trouble printing or scanning from laptop
I can print from my phone using HP Smart app with no difficulty. I cannot scan. I press the "Scan" button in the app, the printer itself starts to scan, and less than 5 seconds later the app says, "Scan Error - Scan unsuccessful". The printer then says, "Scan cancelled". Scanning from the app on the phone used to work. I uninstalled the HP Smart app from my phone and re-installed already - no change.
Assistance would be appreciated.
03-30-2020 06:51 PM
Welcome to HP Support community.
Update the printer firmware
Here are the steps:- Click here
Update your phone Android OS.
- Make sure your device is connected to Wi-Fi.
- Open Settings.
- Select About Phone.
- Tap Check for Updates. If an update is available, an Update button will appear. Tap it.
- Install. Depending on the OS, you'll see Install Now, Reboot and install, or Install System Software. Tap it.
I hope that helps.
To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.
I am an HP Employee
03-31-2020 10:01 AM
Hello. As mentioned in my original post, all applicable software is up to date.
The app started scanning appropriately without updating the software.
Although the matter is resolved, it was not due to updating the software and so I cannot mark your response as the solution. Regardless, the case can be closed. Thanks.