My HP ENVY 6020 printer cannot scan anymore using HP Smart

[HansH_]

My HP ENVY 6020 printer cannot scan anymore using HP Smart. Has something changed recently?

[Max3Aj · Accepted solution]

@HansH_Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
If your HP ENVY 6020 All-in-One Printer has suddenly stopped scanning via the HP Smart app on Windows 11, it could be due to a recent Windows update or a communication issue between the app and the printer. Here are some steps to help you resolve it:

Use HP Smart’s Diagnose & Fix Tool

HP Smart includes a built-in tool that can automatically detect and fix scanning issues.

1. Open the HP Smart app.
2. Click the Wrench icon (bottom left corner).
3. Select Diagnose & Fix.
4. Follow the on-screen instructions. 
   Use Diagnose & Fix in the HP app to repair common printing issues (Windows, macOS) | HP® Support

Check for Windows 11 Update Issues

If you're running Windows 11 version 24H2, Microsoft introduced changes that may affect scanner communication.

• Ensure your system is updated to OS Build 26100.4349 or higher.
• Install KB5060842 if not already present.
• Restart your PC after updating.

Verify Scanner Detection in Device Manager

1. Press Windows + X → Select Device Manager.
2. Expand Imaging Devices.
3. Look for two entries for your printer (e.g., “HP HP ENVY 6020” and “HP ENVY 6020”).

If only one entry appears:

• Wait 2–3 minutes.
• Restart your PC and check again.

Reinstall HP Smart and Printer Drivers

1. Uninstall HP Smart from your PC.
2. Restart your computer.
3. Download and reinstall HP Smart from the Microsoft Store.
4. Re-add your printer.

HP App – For HP Printers, Laptops, and Tech Accessories | HP® India

Try Scanning via Windows Fax and Scan

If HP Smart still fails:

1. Press Windows + S → Search for Windows Fax and Scan.
2. Try scanning from there to check if the issue is app-specific.

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[HansH_]

Thank you very much for your help.

It appeared that HP Smart sees two printers (although I have only one): the first one is named "Scan Only - HP401COF (HP ENVY 6000 series) - DO NOT DELETE", and the second one is named "HP ENVY 6000 series". This second one was selected. When I switched to the first one, the problem with the scan option was solved.
Can I delete this second printer "HP ENVY 6000 series"?

[Max3Aj]

@HansH_, Thanks for the update, and I’m glad to hear scanning works again after switching to the “Scan Only - HP401COF (HP ENVY 6000 series) - DO NOT DELETE” entry in HP Smart.

Can you delete the second printer entry?

You can remove the second entry (“HP ENVY 6000 series”) from HP Smart if:

• You are only using the printer for scanning.
• You confirmed that printing still works from apps like Word or your browser.
• The “Scan Only” entry is consistently functional.

However, HP Smart sometimes creates multiple entries for the same printer, especially after updates or network changes. The “Scan Only” entry is often a virtual device used to restore scanning functionality when the full printer profile fails.

To safely remove the second printer:

1. Open HP Smart.
2. Click the printer name at the top.
3. Select “HP ENVY 6000 series” (the one you want to remove).
4. Click the gear icon (Settings) → Scroll down and choose Remove Printer.

⚠️ If scanning stops working again after removal, you can re-add the printer using the “+ Add Printer” option in HP Smart.

I hope this helps!

If my response resolves your issue, please click “Accepted Solution” to help others find the answer. Also, don’t forget to click the “Yes” button to say thanks!

Take care and have a great day.

Max3Aj

HP Support