HP 7612 can't scan from HP Smart, but Ok with HP Doctor

[lilliewilde]

Have HP7612  Wife format printer for years, generally a good product, but frequently when I use HP Smart, it can't scan, says scanning not available and won't do anything about it.  But when I run scan doctor (highly recommended for both scan and print), it finds and repairs a problem, and I can do my scan using Scan Doctor.

And now, even after scan doctor works, HP Smart still says it's unavailable and won't scan.  HP needs to fix this.  I'm using Windows 11 on a Dell OPtiplex 3070 with all updates 64 bit, except 24H2.

[Raj_05]

Hi @lilliewilde,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It seems like a persistent issue with the HP Smart app on your Windows 11 system not recognizing your HP OfficeJet 7612 Wide Format printer's scanner functionality, even after the HP Print and Scan Doctor resolves the problem temporarily. Here’s a step-by-step troubleshooting guide to address the issue.

Update HP Smart App

Ensure the HP Smart app is up-to-date:

• Open the Microsoft Store.
• Search for "HP Smart" and check for updates.
• Install any available updates.

Reinstall HP Smart App

A clean reinstall might resolve potential configuration issues:

1. Uninstall the HP Smart app from your computer.
2. Restart your PC.
3. Download and install the HP Smart app again from the Microsoft Store.

Check Printer Drivers

Ensure that your printer drivers are up to date:

• Visit the HP Customer Support website.
• Enter your printer model (HP OfficeJet 7612).
• Download and install the latest full feature software or basic drivers for Windows 11.

Verify Printer Connection

Make sure the connection is stable:

• If using Wi-Fi: Check your network connection and ensure both your printer and PC are on the same network.
• If using USB: Try a different USB port or cable.

Run Windows Troubleshooter

Use the built-in Windows scanner troubleshooter:

• Go to Settings > System > Troubleshoot > Other troubleshooters.
• Run the Printer and Scan troubleshooters.

[Raj_05 · Accepted solution]

Check for Windows Updates

Sometimes, compatibility issues arise from pending Windows updates:

• Go to Settings > Windows Update.
• Check for updates and install them, except for the optional 24H2 update if you are avoiding it.

Clear HP Smart App Cache

Clear any cached data that might be causing conflicts:

1. Open File Explorer.
2. Navigate to:

C:\Users\[YourUsername]\AppData\Local\Packages\HewlettPackardHP...
 

1. Delete the folder related to HP Smart.

Use an Alternative Scanning Software

If the issue persists, consider using:

• Windows Fax and Scan (built-in Windows software).
• NAPS2 (Not Another PDF Scanner 2), a free and lightweight scanning software.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[lilliewilde]

Thanks for the suggestions.  I've done all that, no Joy, there doesn't seem to be a Windows troubleshooter for scanners, or for printers and scanners.  The printer troubleshooter doesn't find a problem.

Now what?  There must be something different in the print Doctor that Smart isn't doing.  Printing is fine, so it can't be a connection or cable problem.  The scanning used to be Ok with HP Smart, but not with this latest version.  I've just updated to windows 24H2, so that's all good.  Is there a diagnostic for HP Smart?

[Raj_05]

Hi @lilliewilde,

Thank you for your response, 

Let's dive deeper into some advanced troubleshooting steps to help resolve this issue.

Check HP Smart Permissions

• Ensure HP Smart has proper permissions to access the scanner:
  • Go to Settings > Privacy > Microphone and Camera.
  • Ensure that HP Smart is allowed to use both.

Check for Conflicting Software

• Sometimes, other software can interfere with the HP Smart app. If you have third-party firewall, antivirus, or VPN software running, try temporarily disabling them and check if scanning works in HP Smart.
• If you have other scanning software (like Windows Fax and Scan), it could be conflicting with HP Smart.

Install HP Printer Full Feature Software

• Make sure you have the full feature driver package installed:
  • Go to the HP Software & Driver Downloads page for your HP OfficeJet 7612.
  • Download and install the latest full feature driver (not just the basic drivers).
  • This often resolves hidden scanner-related issues that may not be addressed with basic drivers.

Manually Reset the Printer

• Power cycle the printer by turning it off, unplugging it for 30 seconds, and plugging it back in. Then, turn it back on.
• This can help reset any internal issues that might not be addressed through software troubleshooting.

Run HP Print and Scan Doctor in Compatibility Mode

• Since the Print and Scan Doctor is working fine temporarily, try running it in Compatibility Mode for a previous version of Windows (such as Windows 10):
  • Right-click on HP Print and Scan Doctor shortcut > Properties > Compatibility tab.
  • Check the box Run this program in compatibility mode and select Windows 10.
  • Click Apply and OK, then run the program.

Check Scanner Settings in HP Smart

• Open HP Smart and go to the Scan section.
• Try changing the settings (like selecting a different scan quality or resolution) to see if that makes a difference.
• Sometimes, specific settings in HP Smart may cause issues, so toggling these settings can help.

[Raj_05]

Use HP Scan Software Instead of HP Smart

• If none of the above fixes work, you can try using HP Scan Software, which comes with the full feature driver package.
• Open the software and try scanning from there directly, bypassing HP Smart entirely.

Use System Restore

• If this problem started after the Windows 24H2 update and none of the above steps work, you might consider rolling back to a previous restore point where the scanner was working fine:
  • Go to Settings > System > About > System Protection.
  • Select System Restore and choose a restore point from before the update.

Check for Updates in HP Smart App

• While this was previously mentioned, double-checking that the HP Smart app has been fully updated after your Windows update is essential. Sometimes, the app may need a fresh install to adapt to recent OS changes. 

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support

[lilliewilde]

OK, I tried all these things, but still no joy, still says scanner unavailable.  But thanks for the awareness of the Fax and Scan in Windows tools.  I thought there must be one somewhere.  It does work, as does Scan Doctor but with less startup time.  That's also an issues with HP Smart, it spends a long time getting started, even when I have 20 MBps speed on the internet.  At this point, unless you come up with another Idea, I will just avoid using HP Smart for scanning.the main problemTrying to access scan after installing full pack software, this went away the next day after rebooting!

[Raj_05]

Hi @lilliewilde,

Thank you for your response, 

Is there anything else that I can help you with today?

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a great day ahead!

Alden4

HP Support 

[lilliewilde]

Thanks for all your help.  I'd click a thumbs up, but don't see one anywhere.  There isn't any HP Smart in the local or roaming folders, so maybe that's the problem??  But Windows Tools/Fax and Scan works, so I'll use that from now on.

Cheers

David