Scan feature of OfficeJet Pro 9120e does not work.

[bill_sin]

I recently purchased an OfficeJet Pro 9120e printer. I closely followed the instructions during set up. However, when I attempt to use the scan function, I receive a message that the unit is unable to communicate with my desktop. I can print using wifi from the desktop or my iphone. I have attempted to identify any firewall is 

[Sneha_01]

Hi @bill_sin 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're encountering a communication issue when trying to scan with your HP OfficeJet Pro 9120e, even though printing works fine. Here’s a detailed step-by-step guide to troubleshoot and resolve the issue.

1. Check for Software and Drivers

• Make sure you have the latest drivers and software installed for your printer on the desktop.
  • Go to the HP Support website and search for your printer model (OfficeJet Pro 9120e).
  • Download and install the full-feature software package, which includes the necessary scanning drivers (HP Smart or HP Scan software).

2. Verify Printer Connection

Since you can print but not scan, the printer is likely connected to the Wi-Fi network correctly, but it might not be communicating properly with the scanning software.

• Ensure that your printer and desktop are both connected to the same Wi-Fi network.
• If you're using the HP Smart app or any third-party scanning software, make sure it's set to use the correct printer and that the printer is online and not in a "sleep" or "offline" mode.

3. Restart Devices

Sometimes, restarting devices can resolve minor communication issues:

• Restart the printer: Turn off the printer, wait a few seconds, and turn it back on.
• Restart your desktop: This can help reset any software issues that might be preventing scanning.
• Restart your router: This is especially helpful if your printer and desktop are connected over Wi-Fi and communication is being disrupted.

4. Check for Firewall or Antivirus Issues

Since you mentioned checking for firewalls, ensure that your desktop's firewall isn’t blocking the connection between the scanner and the computer.

• Temporarily disable the firewall or antivirus software on your desktop and attempt to scan again. If it works, you may need to configure your firewall or antivirus to allow the printer’s IP address and related ports.
  • For Windows: Go to Control Panel > System and Security > Windows Defender Firewall and configure settings or temporarily disable it for testing.

5. Use HP Scan Software

Ensure you are using the HP Scan Software for scanning, as it may be the most reliable software for your printer.

• Open the HP Smart app (if you’re using it) or the Windows Fax and Scan application (or another scanning software).
• Select your printer and try to scan.
• If you’re using the HP Smart app, ensure the app is updated to the latest version.

6. Check the Printer’s IP Address

Make sure your printer has a valid IP address and is properly connected to the network:

1. On the printer control panel, go to Settings > Network.
2. Find the IP address of your printer.
3. On your desktop, enter the printer’s IP address in a browser to make sure you can access the printer's web interface.

7. Scan Using Windows Scan Feature

If you are using Windows and the HP software isn’t working, try scanning using Windows built-in features.

1. Open Windows Scan (search for it in the Start Menu).
2. Select your printer from the scanners list and attempt to scan.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support