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- Cannot scan with my Envy Photo 6220 using HP Smart app on my...

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10-26-2020 01:05 PM - last edited on 10-26-2020 06:00 PM by MarcusC
Printer [Personal Information Removed]. I have used HP print and scan doctor tool. It concludes my printer is working normaly. Test scanning shows everything is work well. BUT the HP smart app gives following error when trying to scan (translation from Swedish): A problem with the scanner ha ocurred. Restart the printer and try again.
Can you help me?
Kind regards
Erland
10-29-2020 11:32 AM
Welcome to the HP Support Community.
Uninstall and reinstall the HP Smart App and try again.
Also, try a firmware update: https://support.hp.com/in-en/document/c02919168
Let me know if this helps.
If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Thanks!
Have a great day!
I am an HP Employee
10-29-2020 02:03 PM
Hello!
Thank you for your tip!
I have reinstalled HP Smart on my PC and checked that the printer has the newest firmware. But the problem remains.
HP Smart start the scanning but interupts after just a fraction scanned.
My impression is that PC software and printer software dont match. Using HP Doctor scan works perfectly.
Any more tip?
Best regards
Erland
11-01-2020 01:57 AM
Using HP Print and Scan Doctor 5.4.2 tool tells me the scanner is working normaly. Using the test scan function in the tool shows perfect scan in pdf. However using HP Smart app does not work.
Something wrong with the app?
//Erland
11-02-2020 06:15 AM
Yes it could be an issue with the App. Please wait for a firmware update meanwhile you can scan/print using the regular printer drivers/software.
If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Thanks!
Have a great day!
I am an HP Employee