HELP SCANNER PROBLEM ON HP SMART TANK 615

[monique_16]

Our scanner is not working since 9 am yesterday. I have tried the restarting method, and it did not work. I also run a system diagnosis through the "Print and Scan Doctor 5.7.4" and it says that there is a "Driver Error" and "This tool is unable to solve the problem after a restart...". 

[Raj_05]

Hi @monique_16,

Welcome to HP Support Community.

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

It sounds like you're dealing with a driver-related issue with your HP Smart Tank 615 scanner. Here’s a step-by-step approach to troubleshoot and hopefully resolve the problem.

Restart Your Computer and Printer

• Sometimes, a simple restart can resolve temporary communication issues between your computer and the scanner.
• Ensure both the computer and the HP Smart Tank 615 printer/scanner are powered off completely, then turn them back on.

Check Physical Connections

• Ensure all cables (USB, Ethernet, or wireless) connecting the printer/scanner to your computer are securely plugged in at both ends.
• If using wireless, ensure the printer is connected to the correct Wi-Fi network and has a stable connection.

Update or Reinstall Scanner Drivers

Update Drivers:

• Visit the HP support website and search for your HP Smart Tank 615 printer model.
• Download the latest drivers and software for your operating system (OS).
• Install the drivers following the instructions provided.

Reinstall Drivers:

• Uninstall the current printer/scanner drivers from your computer.
• Disconnect the printer/scanner from your computer.
• Reinstall the drivers by following the instructions on the HP website.

Run HP Print and Scan Doctor

• Since you’ve already used the HP Print and Scan Doctor, and it indicated a driver error, consider the following:
  • Follow any specific recommendations or prompts given by the tool.
  • It may provide an option to reinstall drivers or perform further diagnostics that could help resolve the issue.

Check for Windows Updates (if applicable)

• Sometimes, Windows updates can include fixes for driver-related issues. Ensure your operating system is up to date:
  • Go to Settings > Update & Security > Windows Update.
  • Check for updates and install any pending updates.

Verify Scanner Settings

• Ensure that the scanner is correctly set up and configured on your computer:
  • Go to Control Panel (or Settings) > Devices and Printers.
  • Right-click on your HP Smart Tank 615 printer/scanner and select "Scanner Properties" or "Manage."
  • Ensure it is set as the default scanner and that there are no errors displayed.

By following these steps, you should be able to diagnose and hopefully resolve the scanner problem with your HP Smart Tank 615.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support