Couldn't connect to scanner

[LVViewer]

There have been a number of posts (often containing a number of subscribers) in the Community Forum relating to recent (last week or so) problems with scanning - with the message coming up, when using HP Smart, "Couldn't connect to scanner".

Thank you to those members of the community who have tried to help me resolve the issue - but these were all trying to work round a problem that many thought the problem emanated from an up-date from HP to the Smart app.

Unfortunately, I still have the problem.

But, as this has been suggested as arising from an up-date to the app, I contacted HP direct (by phone) to explain the situation and the reports in the Forum, and suggested that this issue could be investigated and a further up-date sent out to get rid of the apparent "bug".

I was told that this issue had not been raised and so I'd need to keep trying to sort it myself.

However, after some time, I think I managed to persuade them to raise it as an issue that HP needs to sort.

Can i therefore suggest that, if others have the odd half hour or more to spare, then they also similarly report it to HP (if not done so already), and then, maybe, it'll get properly sorted, rather than the other fixes that have been suggested that whilst commendable, are really not a proper fix. 

[A_Gayathri]

Hi @LVViewer,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your scanner connectivity problem with your HP OfficeJet Pro 7740. Not to worry I will help you to get a resolution to resolve the issue.

Here are some steps you can try to troubleshoot :

Check for Updates: Make sure both your HP Smart app and printer firmware are up to date. Sometimes, HP releases fixes quickly after users report issues.

Reinstall HP Smart: Uninstall the HP Smart app and then reinstall it. This can sometimes resolve issues caused by corrupted files during updates.

HP Print and Scan Doctor: Download and run the HP Print and Scan Doctor, a free tool from HP that can help diagnose and fix printing and scanning issues. HP Print and Scan Doctor 

Check Windows Services:

• Press Win + R, type services.msc, and press Enter.
• Ensure the following services are running:
  • HP Network Devices Support (if available)
  • Windows Image Acquisition (WIA)
  • Remote Procedure Call (RPC)

Firewall/Antivirus: Temporarily disable your firewall and antivirus software to check if they are blocking the scanner connection. If this resolves the issue, add exceptions for HP software and your printer.

Network Connection: Ensure that your printer and computer are on the same network. Sometimes network configurations can cause connectivity issues.

Use Windows Fax and Scan: As an alternative, try using the built-in Windows Fax and Scan utility to see if it can detect and use your scanner.

Revert to Previous Version: If you believe the issue started with a recent update, you might consider rolling back to a previous version of the HP Smart app (if possible).

Refer to this document: HP OfficeJet Pro 7740 Wide Format All-in-One Printer series

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.