Why does HP Smart no longer offer two-sided scanning?

[Pavarian]

Can anyone help to enable HP Smart of allow for two-sided scanning? There was previously a tick-box to enable duplex scanning when documents were loaded into the document feeder, however since a software update the tick-box is no longer there, and there seems to be no other option in settings (etc.) that will enable this.

[zoey7886]

@Pavarian, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding HP smart! 

We're thrilled to have the opportunity to assist you and provide a solution.  

It sounds like the recent software update may have changed the way duplex scanning is enabled or accessed. Here are some steps to troubleshoot and enable two-sided scanning on your HP OfficeJet Pro 9720e:

1. Check HP Smart Settings

1. Open HP Smart on your computer.
2. Click on Scan.
3. If using the Document Feeder, ensure it detects pages correctly.
4. Look for an Advanced Settings or More Options button.
5. See if there’s an option to enable Two-Sided (Duplex) Scanning.

2. Use HP Scan

1. Download and install HP Scan and Capture from the HP website.
2. Open HP Scan and select your printer.
3. Look for the duplex scanning option under scan settings.

3. Check Printer Embedded Web Server (EWS)

1. Find your printer’s IP address:
   • On the printer screen, go to Settings > Network > View IP Address.
2. Open a web browser and enter the IP address in the URL bar.
3. Navigate to Scan Settings and check if duplex scanning is an option.

4. Reinstall HP Smart and Printer Drivers

1. Uninstall HP Smart and your printer drivers.
2. Restart your PC.
3. Download and install the latest software from HP Support.
4. Add the printer again and check if the duplex scan option returns.

5. Perform a Printer Reset

1. On the printer, go to Settings > Printer Maintenance.
2. Select Restore Defaults.
3. Restart the printer and reconnect it to your computer.  

Let me know if this helps!

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[Pavarian]

Hello Zoey,

Thank you for your response.

Unfortunately none of the options suggested have resolved the issue so if you can suggest any further options that would be hugely appreciated.

1. There is definitely no option on HP Smart (and no advanced settings menu) to enable duplex scanning again. This was previously in place however seems to have been removed within the software for some reason.

2. It seems HP Scan is no longer available to download (noted as having been retired 1 May 2024).

3. When I entered the IP address (displayed as location within the printer preferences menu) the webpage I was greeted with advised "This XML file does not appear to have any style information associated with it. The document tree is shown below" (there was no scan settings option to navigate to).

4. Reinstalling HP Smart and the drivers did not re-apply the double-sided scanning option within HP Smart.

5. Restoring default settings has also not affected what the HP Smart menu offers.

Just to advise, this is not isolated to just my PC; the changes to HP Smart in removing the 'print on both sides' checkbox has affected everyone in the office (and I would expect further afield too). 

I look forward to hearing from you.

Best,

Nick

[zoey7886]

@Pavarian, Thank you for following up and for sharing the detailed steps you’ve already tried — I really appreciate that! I’m sorry to hear that the issue with two-sided scanning is still unresolved. Let’s see if we can dig a little deeper and find a solution together.

It sounds like the recent update to HP Smart may have removed or changed the duplex scanning option. Since you've already tried most of the common troubleshooting steps without success, here are a few more things we can try:

Check Windows or Mac Scan Settings

If you're using Windows:

• Open the Windows Scan app (you can search for it in the Start Menu).
• Select your printer and check if there’s an option for two-sided scanning under "More Settings" or "Preferences."

If you're on Mac:

• Open Image Capture (from Applications).
• Select your printer and check the scanning options for duplex or two-sided scanning.

Firmware Update

It’s possible that the printer itself may need a firmware update to restore duplex scanning support:

• On the printer, go to Settings > Printer Maintenance > Update Printer and see if any updates are available.

Try a Different Connection Method

If you're currently using Wi-Fi, try connecting the printer via USB or Ethernet. Sometimes connection type can affect available features in the app.

Check HP Smart Web Version

HP Smart also has a web-based version (https://www.hpsmart.com). Try logging in there to see if the duplex option appears under scanning settings.

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards,