HP Smart says printer is online, but when I attempt to scan, the app shows a connectivity issue

[bkeep22]

Hello! 

I have been using my printer to scan several documents and photos, but recently I am getting constant errors. When I open the HP Smart App (macOS Sequoia 15.5 - current version), everything looks good and it says the printer is online (both via wifi or cable). 

When I click to scan or preview, 9/10 times, it will take an incredibly long time and then error out stating,

"Connection Error

Make sure the printer and this device are connected to the same network."

When I back out to the main screen of the HP Smart App, it still shows my printer is connected and online. 

This issue is occurring after restarting both devices, unplugging the printer, via wireless & cabled connection. 

Help! 

Thank you!

[Hawks_Eye]

Hi @bkeep22 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

I'm sorry to hear you're experiencing issues with your HP OfficeJet 5252 All-in-One Printer when trying to scan documents and photos. Here are steps you can take to troubleshoot and resolve the "Connection Error":

Check Printer and Device Connection:

• Ensure that both your printer and macOS device are connected to the same network.
• If you are using a USB cable, make sure it is securely connected.

Restart Devices:

• Turn off your printer and macOS device.
• Wait for a few minutes and then turn them back on.

Update Printer Firmware and HP Smart App:

• Ensure that your printer’s firmware is up to date. You can check for firmware updates via the HP Smart app or by visiting the HP Support website.
• Ensure that the HP Smart app is updated to the latest version.

Reset Network Settings:

• On your printer, reset the network settings. Navigate to the setup menu, then select “Network” > “Restore Network Settings”. Reconnect your printer to the network afterwards.

Reinstall HP Smart App:

• Uninstall the HP Smart app from your macOS device.
• Download and install the latest version of the app from the App Store.

Check Firewall and Security Software:

• Ensure that your firewall or security software is not blocking the connection between the HP Smart app and your printer.
• You may need to temporarily disable the firewall or create an exception for the HP Smart app.

Test with Different Devices:

• Try connecting and scanning from a different device such as another computer or a mobile device.
• This can help determine if the issue is specific to your current macOS device.

Use Webscan:

• If the issue persists, you can try using the Webscan feature via the printer’s Embedded Web Server (EWS). This enables scanning from a web browser without requiring the HP Smart app.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye