HP Smart Tank 7602 printing but not scanning with HP Smart

[DMillette]

Hi, I am trying to configure my HP Smart Tank 7602 in a Windows 11 environment but I cannot scan anything.  Although HP Smart indicates the printer is connected, when I click on the Scan box, I receive an error message indicating that the printer is not connected and that although I can print a test page from HP Smart.  My printer is connected to my computer with a cable and also on the network.  Any suggestions to resolve the issue?

Thank you

Denis

[A_Gayathri]

Hi @DMillette,

Welcome to The HP Support Community.  

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

I understand the scanning feature in HP Smart may not be recognizing your HP Smart Tank 7602 properly, even though printing works fine. 

Here are a few steps you can try to resolve this:

Check HP Smart App and Printer Firmware Updates: Update the firmware on an HP printer

• Make sure both the HP Smart app and the printer firmware are up to date. You can check for updates in the HP Smart app (look for any update notifications or check the app’s settings) and update the printer firmware via the HP website or HP Smart app.

Restart Printer, Computer, and Router:

• Power off your printer, computer, and router for at least one minute, then power them back on. This helps reset network connections and can sometimes resolve scanning issues.

Reinstall HP Smart: HP printer setup (HP Smart app)

• Uninstall and then reinstall the HP Smart app. This will ensure any corrupted app data is refreshed.

Try Scanning from Windows Scan App:

• Open the Windows Scan app (you can find it in the Microsoft Store if it’s not already installed). Select your printer from the device list and try scanning directly from this app.

Check HP Print and Scan Doctor: HP Print and Scan Doctor

• Download and run the HP Print and Scan Doctor, which can automatically detect and fix many scanning-related issues. It’s a free tool provided by HP specifically for resolving printing and scanning problems.

USB and Network Connection Conflicts:

• Since your printer is connected both via USB and network, try temporarily disconnecting the USB cable and using only the network connection to see if the scanning functionality is recognized. Sometimes dual connections can cause conflicts.

Set Printer as Default and Check Windows Imaging:

• Go to Settings > Devices > Printers & scanners in Windows and make sure your HP Smart Tank 7602 is set as the default printer.
• Check if the Windows Image Acquisition (WIA) service is running (press Win + R, type services.msc, and locate “Windows Image Acquisition”). Right-click it, then select “Start” or “Restart” if it’s already running.

Refer to this document:   HP Smart Tank 7602 All-in-One User manual

I hope this helps. 

Take care and have a good day.

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