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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎10-18-2019 07:30 AM

HP Recommended

7612 Printer has stopped scanning, it appears to have lost a connection to Web Services Server and the App won't recognise the printer. It is found and goes through the motion of connecting and then disappears

1 ACCEPTED SOLUTION

Accepted Solutions

‎10-21-2019 09:24 AM

HP Recommended

@Sandra147,

 

Thank you for the information.

 

I recommend you uninstall the HP smart app and then reinstall it and check if it helps.

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

The_Fossette
I am an HP Employee

View solution in original post

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3 REPLIES 3

‎10-21-2019 05:12 AM

HP Recommended

@Sandra147,

 

Welcome to the HP Support Community!

 

I assure you I will try my best to get this sorted.

 

In order that I may provide you with an accurate solution, I will need a few more details and I would appreciate if you could, perhaps elaborate on your concern.

  • Are you able to make a copy?
  • What is the operating system you are using?
  • From which application/software you are scanning?
  • What is the exact issue you are facing?
  • Have you performed any troubleshooting steps before posting?

Look forward to hearing from you and you have a great day!

 

Take care.

 

Cheers!

The_Fossette
I am an HP Employee

Was this reply helpful? Yes No

‎10-21-2019 06:55 AM

HP Recommended

Hi, 

I will answer your questions as best as I can

  • Printing is fine - no issues at all
  • Windows 10
  • We are trying to scan using the HP Smart App. Worked fine until last week
  • The HP Smart App has "lost" the printer and although it finds it when I go to "add another printer" it does not add it. I can look at the printer through the control panel and it appears fine. I can go to the printers web page and it scans from there just not through the app.
  • I have run the trouble shooter several times.

I look forward to hearing back if you have a solution. It is not just me but it happened at the same time to all of us in the office. Many Thanks. The printer is connect wirelessly to us.

Was this reply helpful? Yes No

‎10-21-2019 09:24 AM

HP Recommended

@Sandra147,

 

Thank you for the information.

 

I recommend you uninstall the HP smart app and then reinstall it and check if it helps.

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

The_Fossette
I am an HP Employee

Was this reply helpful? Yes No
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