Not possible toiscan from Smart

[Robin7642]

Printer works fine on wireless network but scanner does not.

Have been through diagnostic and this says all OK and from that screen a scan works.

But from the Smart screen icon and the following home screen the scan button brings up an error saying printer cannot be found.

Have tried all on-line suggestions but nothing will make it work from the home page button

Help needed

[Anand_Andy]

Hi @Robin7642,

Welcome to the HP Support Community

I understand you are facing a scan-related issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.
• What operating system is running on your PC and what's the current version?
• How is the printer connected to your PC?

While you respond to that, let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the steps mentioned in this document:  HP Printers - Scanner not found or connected (Windows, Mac)

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Robin7642]

Thank you so much for your helpful response. I had already solved the problem but you may find my solution of interest.

The printer was already connected via a USB cable to a desktop PC. I then added a second PC and connected via the wi-fi.

! could then print OK from either PC but could only scan from the USB connected one. The new PC on wi-fi  just said the printer could not be recognised although clearly it was because it printed OK.

So I transferred the USB connection to the new PC and all then worked fine which demonstrated that there was no problem with the connection or devices. The original PC then also continued to work fine via the Wi Fi.

So if any one else has the problem the answer is to have one hard wired and one on  Wi Fi but they can only work one way round!

Hope this was helpful

[Anand_Andy]

@Robin7642,

That's great! Happy to hear that you have resolved the issue on your own. If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!