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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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‎03-16-2021 02:08 PM

HP Recommended
Product: HP Envy 4500
Operating System: Microsoft Windows 10 (64-bit)

click on Scan function in HP Smart on Windows 10 it tries to launch cloud services, prompts me to sign in, opens a blank 'connecting to a service' window and just sits there.  Pretty sure this used to work.

 

Category:
3 people had the same question
7 REPLIES 7

‎03-19-2021 11:48 AM

HP Recommended

@Trog54

Thank you for posting on HP Support Community. 
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Uninstall the app from your Windows 10 device through All Apps list.

  1. In Windows, search for and open Apps & features.

    Searching for Apps & features

  2. Click HP Smart in the list of apps, and then click Uninstall.

    Uninstalling HP Smart app

And install the HP smart app from here: https://www.microsoft.com/en-us/p/hp-smart/9wzdncrfhwlh?activetab=pivot:overviewtab
And, also you can use HP Easy Start:  https://support.hp.com/in-en/drivers/selfservice/hp-easy-start/7376041

 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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‎03-21-2021 02:54 PM

HP Recommended

ok, this software appears to be working now...

 

HOWEVER, it appears I cannot scan without connecting to cloud services?

 

WHY?

 

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‎03-21-2021 03:10 PM

HP Recommended

nope, turns out it does not work any better now.  still goes to connecting to a service and never comes back.

 

 

 

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‎03-24-2021 01:43 PM

HP Recommended

@Trog54

Thank you for posting back.

 

Thank you for remaining patient. Let's try with HP Easy Start software from here: https://support.hp.com/in-en/drivers/selfservice/swdetails/hp-easy-start/7376041/swItemId/mp-269594-...

 

Note: HP smart cannot be used without signing up or creating an account. 

 

Keep me posted for further assistance.

ECHO_LAKE
I am an HP Employee

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‎03-24-2021 02:21 PM

HP Recommended

I have the same problem.  Printer works, but scan does not work with HP Smart.  The scan function was working two days ago on both of my computers - does not work on either now.  I tried all of the above fixes.

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‎03-24-2021 03:43 PM

HP Recommended

re: "Note: HP smart cannot be used without signing up or creating an account. "

 

again, i ask WHY?

 

Are you telling me that i can no longer use my scanner (with HP software) without connecting to HP online?

 

HP is about to lose a longstanding customer here...

 

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‎03-24-2021 03:51 PM

HP Recommended

HP must have pushed some new software recently.  Go to your program listings and look at the "HP" folder.  Scroll down to where your printer name is shown with HP Scan next to it.  You can pin that to your home screen.  It worked for me on my two computers.

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