Scan and Sleep mode issues

[DoreenT-T]

Hi all,

1) I am having a miserable time with the HP Scan software for my OfficeJet Pro 9730e Series bought in December, 2024.

I used the Microsoft store HP Smart Installer for the initial install, then went to the HP web site to download the rest of the software. [Basic_Webpack_x64-63.4.6169-SJ0001_Basicx64_Webpack.exe and  Full_Webpack-63.4.6169-SJ0001_Full_Webpack.exe]

All online documentation says this printer should have more Scan options that I am seeing using either the Basic scan software or the Full scan apps. Specifically, there is nothing for making OCR readable PDFs.

I installed, uninstalled, re-installed several times but still don't see all the Scan options.

What can I do to get the full options for this printer?

2) I can't get the printer out of Sleep mode except by completely turning it off, then on again.

Is there some fix for this?

Thank you.

[Hawks_Eye]

Hi @DoreenT-T,

Welcome to the HP Support Community! 

Thanks for posting your query! We're here to help you get back up and running. 

Thanks for beautifully explaning the issue, appreciate your time and patience.

Let me share few suggestion that might get this back in track.

Install HP Smart app from Microsoft store to setup and use your Printer

Link to MS Store: https://apps.microsoft.com/detail/9wzdncrfhwlh?rtc=1&hl=en-GB&gl=IN

Creating an HP Account and registering is mandatory for HP+/Instant-ink customers. It also helps in accessing assisted support options and more.
NOTE: Disconnect from Virtual Private Network (VPN) connection before downloading.
Creating an account on Microsoft Store to download HP Smart app is optional.

Regarding sleep mode issue:

The "sleep mode" on an HP OfficeJet Pro 9730e printer means it automatically enters a low power state after a period of inactivity, where the display dims and power consumption significantly reduces, but it can be quickly reactivated by sending a print job or interacting with the control panel; essentially, it's an energy-saving feature that allows the printer to "rest" when not in use.

The printer enters sleep mode automatically after a set period of inactivity. 
 

When in sleep mode, the control panel display may be dark or the power light might pulse faintly. 
 

Sending a print job, opening a cover, or pressing a button on the control panel will quickly bring the printer back to active mode.

Your printer might not turn back on or respond due to power-related or other issues.

For more information, go to HP printer turns off unexpectedly or repeatedly.
https://support.hp.com/ca-en/document/ish_7790456-7790568-16

We're thrilled to have the opportunity to assist you and provide a solution. We hope our assistance has been helpful! 

If this solution hit the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 

Take care, and have an amazing day! 

Regards, 

Vince_0406

[DoreenT-T]

Thank you for responding. Your exacting detail would be helpful to someone who hadn't already taken all these steps. As you noted, I tried all of these and they did not solve my problems.

As a Windows user, I have a Msft account. Getting an HP account is not optional to register the printer and download the HP software and join the Community.

I have installed and uninstalled all the software from both sites so many times, I am worse off than when I started. The last download left me with only three scan options (Save as PDF, Save as JPEG, Email as PDF) and I lost two options (Email as JPEG, Everyday Scan). None of my current Scan options do OCR which is supposed to be part of the basic Scan capabilities.

Regarding the Sleep issue, the way I know it didn't "wake up" is that I sent documents to it. Hitting the panel and waking it up, it still didn't print. I had to turn it off and on two times. The outlet is the one I use for all my peripherals without issue. I don't think that's it.

So, it's too late to take the printer back to Staples, I simply want to send it to HP for a full refund. To keep installing/uninstalling the same software to get nowhere is a pointless waste of time.