HP smart icon just keeps spinning cannot scan, but pushing print does work

[cycling54]

Just saw a reference of hp doctor app, out of service. Writing this today 5/12/25. But this was after  pushing the HP smart taskbar icon - not print. Spent many minutes wait for connect... just a spinning circle, to access scanner

• Restarted laptop
• Waited 1min. after pulling power on HP 2742e
• Waited 1min. after pulling USB from laptop

Any resolution is very welcome to get back to work

Thx, Frank 

[Hawks_Eye]

Hi @cycling54 

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

I understand how frustrating it feels when scanning stalls while printing still works, and I appreciate the careful steps you’ve already tried with restarting, unplugging, and reconnecting. 

Let’s go through a focused set of actions to restore scanning through the HP App:

 

Step 1: Confirm Device Connection

• Disconnect the USB cable from the printer and laptop.
• Reconnect the cable directly to a USB port on the laptop (avoid hubs or docking stations).
• If using Wi‑Fi, ensure the printer and laptop are on the same network and that the printer shows a solid connection light.

 

Step 2: Restart HP App

• Close the HP App completely from Task Manager (press Ctrl+Shift+Esc, end the HP App process).
• Reopen the HP App and wait for the printer to appear.
• If the spinning circle persists, remove the printer from the app and re‑add it.

 

Step 3: Run Diagnose & Fix

• Open the HP App.
• Select your printer.
• Click on “Printer Settings” and choose “Diagnose & Fix.”
  This tool will automatically check connectivity and scanning components.

 

Step 4: Windows Scan Utility

• Press the Windows key and type “Windows Fax and Scan.”
• Try scanning from this utility. If scanning works here, the issue is isolated to the HP App connection.

 

Step 5: Update HP App

• Ensure you have the latest version of the HP App from the Microsoft Store. Updates often resolve connectivity loops.

 

Step 6: Reference Guide

For detailed instructions on fixing scanning issues, you can refer to this official guide:
HP Printers - Cannot Scan

When you press the scan button in the app, listen for the faint click or hum from the scanner bed. If you hear nothing, it suggests the command isn’t reaching the printer, and the above steps will help re‑establish that link.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye