HO Officejet Pro 9720 e unable to connect the scanner

[Paomaxb]

Good morning, my HP Officejet Pro 9720e (purchased on October 20, 2010) has started having scanning issues. While printing via Wi-Fi is fine, when I try to scan using the HP Smart app, I get a message: "Unable to connect to scanner." I tried turning the printer off and on, and turning my PC off and on, but nothing changed. I deleted the printer and reinstalled it, uninstalled the app and reinstalled it, and finally the scanner worked. But after a few scans, the message reappeared. What can I do? Thanks in advance.

[Kuroi_Kenshi]

Hi @Paomaxb,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding scanner connectivity issues with the HP OfficeJet Pro 9720e!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Ensure Proper Connection:

• Make sure both your printer and computer/mobile device are connected to the same Wi-Fi network.
• Verify that the printer’s Wi-Fi connection is active; the blue Wi-Fi light should be solid.

Restart Devices:

• Power cycle your printer by turning it off, waiting for at least 15 seconds, and then turning it back on.
• Restart your computer or mobile device.

HP Smart App Setup:

• Ensure that the HP Smart app is up to date on your device.
• Reinstall the app if necessary, as you have done previously, and check if it resolves the issue again.

Check Printer Settings:

• On the printer control panel, navigate to Menu > Utilities > Settings > Network > Wi-Fi, and ensure the network settings are correct.
• Make sure the scanner setting "Scan to Computer" is enabled in the HP software for both Windows and macOS.

Firewall and Security Software:

• Temporarily disable firewalls on your computer or mobile device to see if they are blocking the scanner connection.
• Ensure any security software allows communication between the printer and computer.

Network Signal Strength:

• Move your printer closer to the Wi-Fi router for a stronger signal, and test the connection again.

Driver and Software Updates:

• Visit the HP support website and verify that your printer drivers and firmware are up to date.

Scan Settings:

• Check the scan settings in the HP Smart app and on your HP device to ensure they are configured correctly.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Paomaxb]

Good morning, Kuroi_Kenshi, and thank you for your suggestions, which I've followed, but... not with much success. The only thing that solves the problem is to always leave the scan page open in the HP SMART app, so the scanner is always ready. However, if I close the app after scanning, when I reopen it, the scanner is unavailable, and I get the usual annoying message. I've noticed, however, that sometimes, when I open and close other options in the app and then reopen the scan page, the message disappears and scanning is possible. I don't understand why this happens. I must tell you, however, that I recently changed routers following a change in provider, and I'm generally experiencing a decline in Wi-Fi quality (the printer-scanner is 2 meters from the PC), even though the blue LED is always on. I don't know if these notes can help identify the cause. Thanks again, and have a good day.