HP SCAN APP FOR HP SMART TANK 790

[EEB70]

Hello everyone, I just installed the latest "HP Scan" app (HP Universal Scan - Full Feature Software and Driver / 63.6.6364 / 439.6 MB / Nov 3, 2025) for my Hp Smart Tank 790 and it is not working.   I installed it in my laptop HP Envy x360 running MS Windows 11 Home (64-bit).  Any ideas to fix this problem?  Thanks.  

[Kuroi_Kenshi]

Hi @EEB70,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your HP Scan app for the HP Smart Tank 790 is not working on your HP Envy x360 running Windows 11. Let’s go through a few HP-focused steps to troubleshoot this.

Confirm printer connection
Make sure your HP Smart Tank 790 is powered on and connected via USB or the same Wi-Fi network as your laptop.
Check that the printer is recognized in Devices & Printers in Windows.

Run HP Print and Scan Doctor
Download and run the HP Print and Scan Doctor from HP’s official site.
It will detect connectivity issues, driver problems, or conflicts that prevent scanning.

Verify HP Scan app installation
Open Control Panel > Programs and Features and ensure the full-feature HP software is installed.
Sometimes uninstalling and reinstalling the full-feature software, rather than just the Universal Scan app, resolves missing components.

Check Windows app permissions
Go to Settings > Privacy & Security > App permissions > Camera / Files and make sure HP Scan has access.
Without proper permissions, the app may fail to detect or communicate with the scanner.

Restart print/spooler and services
Press Win + R, type services.msc, and restart the Print Spooler service.
This refreshes the communication between Windows and HP scanning software.

Update Windows and printer firmware
Ensure Windows 11 is fully updated via Settings > Windows Update.
Check HP Smart Tank 790 firmware via HP Smart app > Printer Settings > Update; outdated firmware can cause scanning failures.

Test scanning from HP Smart app
Open the HP Smart app and try scanning directly from there.
If scanning works in HP Smart but not in HP Scan, the issue is with the Scan app configuration.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[EEB70]

Dear Kuroi,

Thanks four your answer.

I followed all the steps you provided me and the problem still persists.

I forgot to tell you that the HP Smart app works fine.

The one that doesn't work is the HP Scan app, which is well configured.  I double click it and  a window appears like it is going to open (please see attached screenshot) and then, suddenly disappears.

Any other ideas?

Best regards.

.

[Kuroi_Kenshi]

Hi @EEB70,

Thank you for the response.

I understand your HP Smart Tank 790 scans correctly using the HP Smart app, but the HP Scan app opens briefly and then closes on your Windows 11 system. Let’s go through a few targeted steps to isolate and resolve this behavior.

Confirm HP Scan compatibility with your printer
The HP Smart Tank 790 is designed to work primarily with the HP Smart app on Windows 11.
The legacy HP Scan app is not fully supported on many newer Smart Tank models and may close immediately due to incompatibility.

Repair the HP Scan installation
Open Control Panel > Programs and Features.
Select HP Scan or HP Universal Scan, choose Repair if available, then restart the computer.

Fully remove HP Scan and reinstall cleanly
Uninstall HP Scan / HP Universal Scan from Programs and Features.
Restart the system, then reinstall the full-feature driver package for the Smart Tank 790, not the standalone Scan app.

Verify Windows imaging services
Press Win + R, type services.msc, and confirm Windows Image Acquisition (WIA) is running and set to Automatic.
If stopped, start the service and retry opening HP Scan.

Check Event Viewer for application crash details
Open Event Viewer > Windows Logs > Application.
Look for an error entry related to HP Scan at the time it closes, which confirms an application-level crash rather than a device issue.

Disable compatibility mode (if enabled)
Right-click the HP Scan shortcut > Properties > Compatibility tab.
Ensure no compatibility mode is enabled, as this can cause the app to close immediately on Windows 11.

Confirm no third-party security software interference
Temporarily disable third-party antivirus or security tools and test HP Scan again.
Some security software blocks older HP Scan components from launching.

Use HP Smart as the supported scanning solution
Since scanning works correctly from HP Smart, this confirms the scanner hardware, driver, and connection are functioning normally.
For the Smart Tank 790 on Windows 11, HP Smart is the supported and stable scanning interface, while HP Scan is considered legacy and may not function reliably.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[EEB70 · Accepted solution]

Dear Kuroi,

I just installed the full-feature driver package for the Smart Tank 790 and the HP Scan app is working fine.

Many thanks for your help.

Best regards,

Erich

[Kuroi_Kenshi]

Hi,

A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue. 

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help! 

Thanks again for your confirmation, and we wish you an amazing day ahead! 

Best Regards,