Scan app requires me to unplug my printer and set a new alignment every time I try to scan something

[Seabiscuit]

About 6 months ago my scanning app was not working.  I finally deleted it and got a new HP scan app at the microsoft store .  It worked fine for a few months but since then everytime I try to scan something using the app, it requires me to disconnect my printer, restart it and then set a new alignment.  It then works fine, but the next time I try to scan I have to do the same procedure all over again.

[Kuroi_Kenshi]

Hi @Seabiscuit,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding scanning issues on the HP ENVY 5540 All-In-One Printer!

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

Try these steps:

Update Printer Drivers:

• Ensure that your printer drivers are up-to-date. You can update them through the HP Support website or directly via the HP Smart app. This can resolve connectivity issues and improve functionality.

Reinstall the HP Smart App:

• Since you're using the HP scan app from the Microsoft Store, try uninstalling and reinstalling the app. This can sometimes fix underlying software issues.

Firmware Update:

• Check if there is any firmware update available for your printer. Firmware updates can provide fixes for known issues and improve printer performance.

Network Connection:

• Make sure that your printer and computer are both connected to the same network. If your printer is using a wireless connection, check for any interruptions in signal strength.

USB Connection:

• If you're using a USB connection, ensure that the cable is intact and not damaged. Try using a different cable to rule out cable-related issues.

Use HP Print and Scan Doctor:

• Download and run the HP Print and Scan Doctor, which is a free tool designed to diagnose and resolve printing and scanning problems.

Alignment Issues:

• Perform a full printer system restart by disconnecting it from power for a few minutes, then reconnect and attempt the alignment process again to ensure it is calibrating properly.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Seabiscuit]

I was so frustrated with this problem that I didn't try to respond until today.  I had already uninstalled and downloaded the Smart app from windows store.  I checked for driver updates and it didn't indicate any needed I checked firmware and it seems to be the latest.  I tried to scan something and it came up with "scanner failue."  Today I looked at you advice and thought maybe I wasn't leaving printer unplugged long enough.  I waited several minutes. I turned on printer and it didn't ask for alignment check.  The smart app allowed me to scan a page.  I closed program and opened it and it allowed me to scan again.  I thought I finally had solved the problem  I waited 30 minutes and went to smart app and it again said "scanner failure".  I have no problem printing wirelessly from my computer.  It is just the scan connection that won't work.  If I tough scan icon on printer it doesn't do anything.

[Seabiscuit]

I have continued to try to solve this problem with no success.  I have download full webpack several times.  I have uninstalled drivers.  When I install webpack it asks me to install easy start but when I click the button, nothing happens.  Somehow a few days ago I did download easy start so I opend that application.  However, it could not find driver.  I have installed Smart app several times.  Sometimes the scanner function works but it wants me to do an alignment page and then when the auto timer shuts down the power it goes back to being "offline".  What's going on.

[Hawks_Eye]

@Seabiscuit 

Thanks for sticking with it—I can only imagine how exhausting this has been. You’ve clearly gone above and beyond trying to fix it, and I really appreciate how thoroughly you’ve described everything. Let’s try to break this down and tackle it step by step so you can finally scan without the drama.

🧠 What’s Likely Happening

The recurring scanner failure and alignment prompt suggest the printer’s internal calibration isn’t sticking between sessions. This could be due to:

• A scanner bar issue (hardware or calibration-related)
• A power management glitch causing the printer to reset
• Incomplete or corrupted driver/software installation

🔄 Step 1: Perform a Full Power Reset (Extended)

You mentioned unplugging the printer—but let’s go a bit deeper:

1. Turn off the printer.
2. Unplug it from the wall and disconnect any USB or network cables.
3. Wait at least 5 minutes.
4. Plug it directly into a wall outlet (avoid surge protectors for now).
5. Power it on and wait for it to fully initialize.

This helps clear residual power and resets internal sensors.

🧼 Step 2: Clean and Check the Scanner Bar

• Lift the scanner lid and gently clean the glass and scanner bar with a lint-free cloth.
• Try initiating a copy from the printer’s control panel—if the scanner bar doesn’t move or light up, it may need service.

🧰 Step 3: Reinstall Using HP Easy Start (Workaround)

If Easy Start won’t launch from the webpack installer:

• Download it directly from the HP Easy Start page.
• Run it as Administrator (right-click > Run as Administrator).
• Follow prompts to detect and install the correct driver.

If it still fails to find the driver, we can try installing manually from the full feature package.

🧪 Step 4: Use HP Smart’s Diagnose & Fix Tool

• Open HP Smart and click the wrench icon or go to Printer Settings > Diagnose & Fix.
• Let it run a full scan—it checks for scanner errors, driver mismatches, and port issues.

🧠 Step 5: Disable Auto-Off Timer

If the printer powers down and loses alignment:

• Open HP Smart > Advanced Settings.
• Navigate to Power Management and disable Auto-Off or Sleep Timer.
• This keeps the printer active and may prevent the scanner from resetting.

📄 Step 6: Re-align Using HP Smart (Final Attempt)

• Load plain paper.
• In HP Smart, go to Print Quality Tools > Align Printer.
• Follow prompts to print and scan the alignment page.
• If it times out, try restarting the printer and scanning again immediately.

If none of this sticks, the scanner hardware may need a closer look—but let’s stay hopeful. You’ve been incredibly patient, and I’m here to help you see this through. Let me know what happens after these steps, and we’ll keep pushing forward!

Regards,

Hawks_Eye