Unable to iniitiate scan on hp envy pro 6455 from samsung j7 phone

[Leilo]

Unable to scan documents from cell phone to machine.  Successfully can take a camera can from phone, scan save, and then print to machine.  I was able to make copies on machine itself but such luck with scanning.  When going to HP Smart Scan on cell phone to initiate Printer Scan, the circle just goes round so I end up going back one screen - SCAN button does not work. Setting icon on same screen does not open. Also a prompt " a change in Printer Certificate was detected.  Do you want to accept the new certificate?  Accepting the new certificate is required for printer communication".  When press OK does not do anything, end up selecting CANCEL instead.  Ready to kick this machine to the curb or return for a CANON machine.

[Heather_2020]

Hi @Leilo  , 

Please try below steps for 'change of printer certification' issue:

Steps to resolve the issue:

1. Clear HP Smart app Data from Android Mobile device. Go to Mobile Phone Setting -> Apps -> HP Smart –> Storage –> Clear Data

1. Power Off the printer, wait for 1 minute, power on the printer, wait until the printer is connected to the wireless network (lightbar is steady on)

1. Launch HP Smart app, add the printer by tapping ‘+’   

What will happen in HP Smart app after ‘Clear data’

• User will run through all the dialogs again like a fresh HP Smart app installation.
• User needs to add all printers to HP Smart app again by tapping ‘+’
• Tiles shown in home page will become default.  User has to personalize tiles again.
• HPID and Cloud accounts are signed out. User needs to login again.
• This does not affect Smart Tasks, Mobile Fax which are part of cloud service.

Please let me know if that helps.

Heather

If my post resolve your problem please click "Accepted Solution"