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01-18-2021 12:05 PM
I downloaded HP Smart from the MS store. I can log in successfully the first time I use it, but I cant get scanning to work at all. Then when I start the app up again, I get stuck at the "Do you want to help make HP Smart better by sharing usage data? message, it doesn't matter what I choose, it just refreshes and asks me again over and over.
I can fix this by resetting the app, but then I have to enter all my details again and sign in again, and even then the scanner just says it is unavailable.
I have uninstalled, reinstalled multiple times but it just wont work, is there an alternative to scan documents? The printer works just fine from the laptop I am using.
01-21-2021 06:31 AM
@OSTestLead, Welcome to HP Support Community!
Looks like an issue with the HP Smart App, alternatively I'd suggest you use the HP Scan App. Refer to the document HP Printers - How to Scan (Windows) for detailed instructions.
Hope this helps! Keep me posted.
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I am an HP Employee
02-22-2021 12:19 PM
I am having the same problem. Any ideas on how to bypass? I have hit no and yes and it just circles back and asks me the same question "Do you want to help make HP Smart better by sharing usage data?" Very inconvenient when I need to scan my payroll to our accountant!
02-22-2021 12:31 PM
My coworker and I are both having this same problem today. No issues prior to today. We are both working remotely from our homes, different areas, different internet providers and networks. This has to be an issue on HP's end. Please advise if this is being worked on. We depend on our scanners for our remote work.
02-22-2021 12:41 PM
Exact same problem here. Started all of a sudden, in the middle of a scan, and then cannot get HP Smart beyond this stuck screen. Forced stop, repair, reset, uninstall and reinstall - nothing works. This is not acceptable. Work deadlines are being compromised extensively it appears, and HP has not been responsive.
02-22-2021 01:22 PM
I've been on with IT to get this resolved with no luck. Uninstall, reinstall, clear cache, stop the process in Task Manager.
Now my job is on hold now since I can't use the functions of the printer, like scanning. At least if I was at the office, I could use one of the monster printers.
HP has given me a Case Number but that does a lot of good when their phones constantly ring busy.