HP Smart - scan program closes

[ShirlSee]

While scanning documents, the program closes early and I loose all pages scanned. Using Windows 11 and HP Smart app.

[Hawks_Eye]

Hi @ShirlSee 

Welcome to the HP Support Community! We're here to help you get back up and running.

That’s got to be frustrating—especially when you’ve scanned multiple pages only to lose everything before saving. 

Let’s work through a few steps to help stabilize the scanning process on your OfficeJet Pro 6968 with Windows 11 and the HP Smart app.

🛠️ Steps to Fix HP Smart App Closing During Scanning

 

1. Update the HP Smart App

• Open the Microsoft Store and check for updates to the HP Smart app.
• An outdated version can cause unexpected crashes during multi-page scans.

2. Use HP’s Diagnose & Fix Tool

• In the HP Smart app, click Printer Settings > Diagnose & Fix.
• Let it run a scan—it will automatically fix common connection issues.
  You can also access this tool on HP’s support page if needed.

3. Restart Windows Imaging Acquisition (WIA) Service

• Press Windows + R, type services.msc, and press Enter.
• Find Windows Imaging Acquisition (WIA), right-click it, and select Restart.
• This service is essential for scanning to work properly.

4. Scan Using Windows Fax and Scan

• Type Windows Fax and Scan in the Start menu and open it.
• Try scanning from there to see if the issue is specific to the HP Smart app.

5. Switch Connection Type

• If you're using Wi-Fi, try switching to a USB connection temporarily.
• Some users have found scanning more stable over USB, especially for multi-page jobs.

6. Reinstall the Printer and App

• Remove the printer from Settings > Bluetooth & devices > Printers & scanners.
• Uninstall the HP Smart app.
• Restart your computer.
• Reinstall both the printer and the app from scratch.

Let me know how far you get with these steps, and I’ll help you fine-tune things if needed. You’re doing great hanging in there—let’s get those scans saved properly! 📄✨

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye