Scanning issue

[bzybeedeb]

I just set up a new computer and hooked up this printer/scanner, etc. When I try to scan a document, I can see my document if I choose "Preview" but when it scans it doesn't show my document, it shows a dark blue background with a two-shaded mountain and a white moon/sun. Any suggestions to fix this would be appreciated! Thanks!

[VikramTheGreat]

Hi @bzybeedeb,

Welcome to the HP Support Community.
 

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

Thank you for the clear description. Since you can see the document correctly in Preview, but the final scanned result shows a blue background with a mountain and moon/sun, this is not a scanner hardware issue. This is a scan destination/software setting problem, and it is fixable with a few focused steps.

STEP 1: Change the Scan Destination

Open HP Smart / HP App (depending on macOS version):

1. Click Scan
2. Before clicking Scan, look for Scan To or Destination
3. Change it to: 
   • ✅ Files
   • ✅ Choose a folder like Desktop or Documents
4. Do NOT select: 
   • Photos
   • Preview
   • Image Capture auto‑import

Now scan again.

In most cases, this immediately fixes the issue.

STEP 2: Change the File Type

Still in the Scan settings:

• Set File Type to: 
  • ✅ PDF (recommended for documents)
  • or ✅ JPG / PNG

❌ Avoid “Auto” for now.

Then scan again.

STEP 3: Turn OFF “Scan to Photos” (macOS only)

macOS sometimes hijacks the scan output.

1. Open System Settings
2. Go to General → Login Items
3. Look for Photos or Image Capture
4. Disable any auto‑import or background scan options

Restart the Mac and test again.

I hope this helps.

Take care and have an amazing day!

[bzybeedeb]

Thanks for the information but it did not help. It was already set as you suggested. I am very disappointed in this hp product; bought it against my better judgement.

Thanks for your reply!

[Deep_World · Accepted solution]

Hi @bzybeedeb,
 

Thanks for your response and I understand how  this must be. Let’s try a few more steps to isolate the problem:

Please try the below steps : 

1.Reset scanner preferences on Windows:

Open Control Panel → go to Devices and Printers.

Right‑click your HP printer → select Printing Preferences.

Switch to the Advanced tab (or Scan Settings if available).

Look for Restore Defaults or Reset Settings → click it.

Apply changes, close the window, and try scanning again.

If the reset option isn’t visible, you can also:

Remove the printer from Devices and Printers.

Restart your PC.

Reinstall the latest HP drivers/software package.

or if it is MAC OS
 

On macOS:

Open Image Capture.

Select your scanner from the left panel.

Click Show Details and reset all settings to defaults.

Try scanning again.

2.Check Color Mode In HP Smart, under Scan Settings, switch from “Color” to “Grayscale” or “Black & White.” Sometimes the color profile misinterprets the scan output.

3.Test with Another App Try scanning using Preview or Image Capture directly (without HP Smart). If the scan works there, the issue is isolated to the HP Smart software.

4.Reinstall Printer Drivers Remove the printer from System Settings → Printers & Scanners, then reinstall using HP’s official drivers from the support site.

For additional information for Scanners, You can also refer to this link : https://support.hp.com/us-en/document/ish_2281796-2060609-16

If none of these steps resolve the issue, it may point to a corrupted installation of the HP Smart app or a driver conflict. In that case, a clean reinstall of the HP software package is recommended.

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! 

Regards

Deep World


 

[bzybeedeb]

Thanks for the information! I actually uninstalled and reinstalled the printer/scanner yesterday. All is well! 

[Deep_World]

Hi @bzybeedeb,

Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' so I can do a virtual happy dance! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 

Stay fantastic, and have an amazing day ahead! 

Best Regards,

Deep_World