Scanned document and saved as PDF. Can't open PDF

[LHuston]

Scanned a document and saved as PDF.  Emailed and receiver could not open.  Got 2 error messages:

1. "Adobe Acrobat could not open document because it is either not a supported file type or because the file has been damaged (for example, it was sent as an email attachment and wasn't correctly decoded."

2. Failed to load PDF document.

Document size showed either 0 bytes or 6 bytes

[Max3Aj]

@LHuston, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
I understand you're having trouble opening a scanned PDF from your HP OfficeJet Pro 9020 on Windows 11, and the recipient is seeing errors like:

• "Adobe Acrobat could not open the document..."
• "Failed to load PDF document"
• File size showing as 0 bytes or 6 bytes

This typically indicates that the scan did not complete properly or the file was corrupted during saving or emailing. Let’s walk through some steps to resolve this:

Check the Scan Settings

• Open the HP Smart app on your PC.
• Go to Scan > Settings.
• Ensure the File Type is set to PDF and not something like "Image to PDF" which may cause issues.
• Try scanning again and save the file locally before emailing.

Check File Size After Scanning

• After scanning, right-click the PDF file > Properties.
• If the file size is still 0 bytes or very small, the scan likely failed.
• Try scanning a different document to see if the issue persists.

Update Printer Firmware

Outdated firmware can cause scan/save issues:

• Visit the HP OfficeJet Pro 9020 Support Page.
• Click Software, Drivers and Firmware.
• Download and install the latest firmware for your printer.

Try a Different Scan Method

• Use Windows Fax and Scan or HP Scan Extended.
• This can help isolate whether the issue is with the HP Smart app.

Additional Tips

• Avoid scanning directly to email if the file is large or your email client has size limits.
• Always save the scan locally first, then attach it to an email. 

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 

[LHuston]

I tried the methods below and still no luck.  I scanned a new document and it saved as 0 bytes but showed it was  PDF.  Please help.  Thanks!

[Max3Aj]

@LHuston, Thanks for the update. Since the scanned PDF is still saving as 0 bytes, even after trying the earlier steps, this points to a deeper issue, possibly with the HP Smart app, printer firmware, or scan driver. Let's go through a more advanced set of solutions:

Uninstall and Reinstall HP Smart App

Corrupted app installations can cause scan failures:

• Go to Settings > Apps > Installed Apps.
• Uninstall HP Smart.
• Reboot your PC.
• Reinstall from the Microsoft Store.

Update Printer Firmware

Outdated firmware can cause scan/save issues:

• Go to the HP OfficeJet Pro 9020 Support Page.
• Click Software, Drivers and Firmware.
• Download and install the latest firmware update.

Try Scanning via Web Interface

If your printer is on the same network:

• Open a browser and go to the printer’s IP address (find it on the printer’s control panel under Network Settings).
• Use the Web Scan feature under the Scan tab.
• Save the file and check if it still shows 0 bytes.

Reset the Printer

A full reset can clear internal glitches:

• On the printer control panel, go to Settings > Printer Maintenance > Restore > Restore Factory Defaults.
• Reconnect the printer and try scanning again.

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

[LHuston]

Thanks for the suggestions.

1. File type is PDF

2. Uninstalled HP Smart App, rebooted and installed again

3. Scanned a simple B/W document and it shows 6 kb

4. Updated printer firmware

5. Scanned and saved locally

6. I tried Quick Print and the same message above popped up

Please advise other solutions.  Thanks much!

[Max3Aj]

@LHuston, Thank you for your response,  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support