Receiving Couldn't Connect to Scanner message in HP Smart

[mgrest]

Smart Tank Plus 570 connected to HP PC using USB prints but won't scan. Displays "Couldn't connect to Scanner" when attempting to use HP Smart to scan document

[Deep_World]

Hi  @mgrest 
 
Welcome to the HP Support Community!

Thanks for reaching out!

I understand that your HP Smart Tank Plus 570 is able to print successfully through the USB connection, however when you try to scan using HP app , you receive the message "Couldn't connect to Scanner." Don't worry I will be glad to help you with this.

To better assist you, could you kindly confirm the following:

• Are you able to make a copy directly from the printer control panel?
• Does scanning fail only in HP App , or does it also fail when using Windows Scan or HP Scan software?
• Is the printer connected directly to the computer via USB, without using a USB hub or docking station?

In the meantime, kindly try the below steps and confirm : 

Step 1: Check Scanner Functionality

• Place a document on the scanner glass.
• Try making a photocopy directly from the printer.
• If the copy works, the scanner hardware is functioning correctly and the issue is likely related to the software or connection.

Step 2: Restart the Printer and PC

1. Turn off the printer.
2. Disconnect the USB cable.
3. Restart the computer.
4. Turn the printer back on.
5. Reconnect the USB cable directly to a different USB port on the PC.
6. Open HP App and test scanning again.

Step 3: Reset the HP App

1. Open Windows Settings.
2. Go to Apps > Installed Apps.
3. Select HP App .
4. Click Advanced Options.
5. Select Repair.
6. If the issue remains, select Reset.

Step 4: Reinstall the Full Feature Software

Remove the existing HP software and install the latest full-feature package for your printer from HP Support- https://support.hp.com/ .

Kindly find the helpful HP Documents - HP Printers - Scanner not found or connected (Windows, macOS) - Video link - Click here . 

 The error "Couldn't connect to Scanner" usually occurs when the scanning service, scanner driver, HP  app, or Windows scanning components are unable to communicate with the scanner portion of the device. 

In many cases reinstalling the HP software, refreshing the USB connection helps restore scanner communication.

I hope this helps.