scan help

[guettera02]

HP smart app says my printer is offline but I can still wirelessly print to it from my computer.

When I click scan I get "scanning is currently unavailable". 

printer diagnostics says it is connected to my network and wifi (same one as my computer is connected to)

if I get an option to run diagnostics through the HP smart app it says nothing is wrong with my printer but obviously there is since I can't scan. 

[edit]

[Nal_NR]

Hi @guettera02,

Welcome to the HP Support Community.

I'd like to help!

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Restart devices

Restart your computer or mobile device and the printer to clear any error states. If you are using a network printer, restart the router.

If your printer connects to a Wi-Fi network, disconnect your computer or mobile device from the network name (SSID), and then reconnect it to the same network name your printer is connected to.

If the printer is available and has a ready status, the issue is resolved. You do not need to continue troubleshooting.

1. Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer and from the power source.

2. Turn off the computer or mobile device that you are attempting to print from.

3. If the printer was set up on a network wirelessly or with an Ethernet cable, restart the router.

4. If necessary, reconnect the power cord to the printer and to a wall outlet, and then turn on the printer.

   NOTE: 

   HP recommends plugging the printer directly into a wall outlet.

5. Turn on the computer or mobile device.

6. If the printer connects to a network, check the connection to make sure the same network is used by the printer and the device.

   • Computer or mobile device: Open the list of available networks and make sure it is connected to the correct network.

   • Printer: Check the Wireless light 

      on the control panel. If it is solid blue, the printer is connected.

Reset the printer

Reset the printer to recover from printer errors or failures.

1. If your printer has a rechargeable battery, remove it.

2. Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer.

3. Unplug the power cord from the power source.

4. Wait 60 seconds.

5. Connect the power cord directly to a wall outlet and to the printer.

6. Turn on the printer to complete the reset.

Click here for the remaining steps. 

Hope this helps! Keep me posted for further assistance.
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