No longer able to scan using HP Smart app

[rjmoss85]

During the past year I was able to scan documents from my HP Color LaserJet Pro MFP M177fw using HP Smart app in Windows 10. Then recently I began getting a "scanner not found" error when attempting to scan a document. The printer still activates the document feeder so I know it's not a network communication issue but an image of the document is not captured and an error message is displayed: "Scanner Not Found. The device could not be reached. Check your printer to make sure the device is online, and then try again. If the problem persists, visit the HP Support website."

I'm currently running Windows 10 Version 1909 and HP Smart version 128.1.219.0. I know I wasn't required to sign up for an account to scan when I first used the app so it must have been updated in the past year (see FAQ "Why do I need to sign in or create an account to use HP Smart?"). I don't know what the original version number is.

I ran HP Print and Scan Doctor to troubleshoot the issue. It detected a later version was available so it installed updated PCLmS and scan drivers but that didn't correct the issue. However, I'm able to scan documents using the HP Scan app that comes with the "full solution" update package.

I'm aware my printer is not listed as a Windows 10 compatible printer but as I said it had been working fine until recently.

Anyone else having this same issue? Any help is appreciated.

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[Jay_G24]

Hi @rjmoss85,

I'd like to help!

I understand you are unable to scan from HP Smart.

The printer is not compatible with HP Smart on a windows os platform

Please uninstall the HP Smart and install the full-featured drivers 

Here is the link -https://support.hp.com/us-en/drivers/selfservice/hp-color-laserjet-pro-mfp-m177-series/5303438/model...

HP Customer Support - Software and Driver Downloads 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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[Eirinn]

Jay, are you HP guys able to see there's a pattern here? There are many people pointing out at the same issue over and over again. It's clearly an issue with HP Smart app, not with configuration! The printers are working normally with third party apps, except on mobile devices where your are bound to HP smart app if you want to scan docs. It's frustrating always seeing the same answers and not escalating the issue to the software department. Is the development team aware of this kind of issue?

[Jay_G24]

As you can see from the above image the printer is compatible with HP smart only on the IOS platform.

For android, you would have to use the print service plugin and for windows and mac os the full-featured drivers.

It is a compatibility issue, I'd recommend you try and install the drivers and check if that resolves the issue.

Keep me posted with the results!

[Eirinn]

For your information, the printer and the scanner were working as supposed to even on android before a recent update. I've reinstalled the drivers on Windows god knows how many times: full featured and not. Smart App does not work for the scanner, no matter what I do. And I repeat again: Smart app was working FINE until a recent update, and THE SCANNER  IS STILL WORKING WITH THIRD PARTY APPS. The issue must be clearly due to a recent change in Smart app. How on earth is it possible thhat HP doesn't take care of its own app?! 

[Jay_G24]

I understand you would like the smart app to work and help you scan, I will definitely let the team know.

but, could you please try the below steps and install drivers.

Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software.

First, unplug the USB cable from the printer if present.

• Go to Control panel – Programs and feature – Select all the HP printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Restart your computer.
  • Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
  • Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
  • Then from the device manager list, check the entries under “Printer” – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device". 
  • Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.
  • Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go running window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
  • Once done you can try cleaning out your temporary files and cached files. You can try using automated applications like some cleaner software's that you can download from the internet.
  • Now restart your computer again.
  • Open the Run window again, type “services.msc” and press ok to get services window.
  • Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
  • Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
  • Repeat the same exercise on “Function Discovery Resource Publication” as well
  • Windows image acquisition stop and restart the service 

Reinstall the drivers from the Software and drivers page

Also, Have you tried to uninstall the HP Smart app and re-install it from the windows store?

Let me know how this goes!