Scan function no longer availble on current App update for printer

[LulaDad]

I cannot initiate a scan from my printer or printer. The printer tells me to visit the 123.hp.com/setup site, but I cannot compelte the set up because I get stopped at the marketing question (personal or business use) with a dialog box that I has no direction for what to put in it. I updated my AirBook (Tahoe26) with a current update, but "Scan is no longer on the menu. And, it tells me my printer is offline, even though I just printed a document minutes before. Any suggestions?

[Deep_World]

Hi @LulaDad,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I understand how it must feel when scanning suddenly disappears after an update, especially when your printer still prints fine but shows as “offline” for scanning. 

 Could you please share your printer’s exact model number ?  

In the meantime, here are some steps you can try :

01.Restart Devices

Power off your printer and unplug it for 60 seconds

Restart your MacBook (AirBook Tahoe26)

Turn the printer back on and wait until it reconnects to Wi-Fi

02.Check Printer Status

Ensure your printer is online and properly connected.

On your Mac: System Settings → Printers & Scanners - Verify your printer shows as Idle/Ready

If it shows Offline, remove and re-add the printer

03.Reinstall HP Smart App

The HP Smart app manages scanning and may need reinstalling after updates.

Download the latest HP Smart app from the Mac App Store

Sign in or skip the marketing question by selecting either option (both work)

Add your printer again

 

04.Test Scanning

Confirm the fix by running a test scan.

Open HP Smart → select Scan

Try scanning a single page

If successful, scanning is restored

I hope this helps.

[LulaDad]

Unfortunately, none of this helps as I ran all these diagnostics before posting my question. And I cannot run a scan from my printer or my laptop because the option is not available in the app, and on the computer, it tells me to update the driver. As I stated in my original submission, I cannot get past the marketing question. I have an Envy 5010, all-in-one.

[ferRX]

Hi @LulaDad 

Probably this is asking for a Postal Code to input in that box:

• Try with numbers:  123456
•        then click Continue button
• Also you can try a general postal code, something like BR5 2AA 

• 

* Click YES   to say thank you, 

* Click Accepted as Solution when question is answered.

Best regards,

ferRX.