HP Smart App

[NIL_B]

Good Afternoon, 

Recently I have struggled to scan from my printer. Every time I open the HP Smart App and login the screen just stays on "loading HP account" 

Any ideas on how to resolve this? I am connected to the PC wirelessly however have no issues printing, only when I want to scan. 

Thanks

Nil 

[sandytechy20]

@NIL_B

Welcome to the HP support community.

I understand that you are unable to scan from the HP Smart app, I am glad to assist you.

Are you able to make a copy?

Meanwhile:-

Update the HP Smart app to fix the issue.

If the issue still persists, follow the below steps to fix the issue:-

Perform root level uninstallation to remove all the printer related software's.

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and install the printer using the HP Smart app

Click here to download.

Update the printer firmware to install the latest updates

Here are the steps:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others. 

Cheers.

[NIL_B]

Hi Sandy

Thank you for your response. The issue I have is with the app itself and not my printer. Printing is fine but when I want to scan I open the HP Smart app on my computer and then click scan, it then asks me to login (which it never did before)  When I put in my login detail it then just stays on the loading screen and does nothing else. 

I even tried to create a new account and it did the same. I then uninstalled and installed again from the Microsoft store and still same issue. 

Why won’t the app let me login in to then scan? 

Thanks 

Anil 

[sandytechy20]

@NIL_B

This might require one on one interaction to fix the issue.

I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.