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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).
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‎09-01-2022 10:25 AM

HP Recommended
Operating System: Microsoft Windows 10 (64-bit)

I have a HP Silver 17.3" Pavilion 17-g121wm Laptop PC and a HP Officejet 4620 printer/scanner but the scanner function ceased working. I thought the USB cable was the problem but have been able to scan with a different scanner using the same USB cable. I get an error message on the Officejet 4620 saying "Computer not found. To scan to a computer, make sure HP printer software is installed on the computer and configured." Likewise using HP Smart on the Pavilion, I get the error message seen in the attached screenshot. Can anyone please recommend what I should try to do to resolve this issue?

 

HP Smart Scanner Issue.jpg

2 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎09-01-2022 10:52 AM

HP Recommended

Hi,

Let's unplug the USB cable and go to Settings > Devices > Printers & Scanners, select your printer and click Remove Device.

 

Next, download and install the latest full feature software below, only plug the USB when the installation screen prompt to do so and complete the installation, then scanning from the printer front panel should work

https://ftp.hp.com/pub/softlib/software12/COL42011/mp-108821-4/Full_Webpack-1307_1-OJ4620_Full_Webpa...

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂

View solution in original post

1 person found this reply helpful
Was this reply helpful? Yes No
2 REPLIES 2

‎09-01-2022 10:52 AM

HP Recommended

Hi,

Let's unplug the USB cable and go to Settings > Devices > Printers & Scanners, select your printer and click Remove Device.

 

Next, download and install the latest full feature software below, only plug the USB when the installation screen prompt to do so and complete the installation, then scanning from the printer front panel should work

https://ftp.hp.com/pub/softlib/software12/COL42011/mp-108821-4/Full_Webpack-1307_1-OJ4620_Full_Webpa...

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
1 person found this reply helpful
Was this reply helpful? Yes No

‎09-01-2022 02:01 PM

HP Recommended

Thank you ShlomiL.

Was this reply helpful? Yes No
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