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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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HP Recommended
HP 17.3 inch Laptop PC 17-c3000 (767L6AV)
Microsoft Windows 11

I can use HP Smart to print from my laptop but the scan feature doesn't work.  When I choose scan from the printer it will not work.  However, if I use HP smart app from my phone or my husband's laptop I can use the scanner feature. I need to be able to scan and send files to my computer.  When I try using the scan button on the printer my laptop comes up but it still will not work.  All software & firmware is up to date on all my devices.

1 REPLY 1
HP Recommended

Hi @acstrahm,

 

Welcome to HP Support Community.

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

 

It sounds like you're facing a common issue with printer-scanner units where the scanning functionality isn't working on one device despite working on others. Here are a few steps you can take to troubleshoot and potentially resolve the issue with your HP 5200 scanner when using your laptop:

Check Connection: Ensure that your laptop is correctly connected to the printer. This can be through a USB cable or a network connection if you're using wireless. Sometimes, disconnecting and reconnecting or switching to a different type of connection (from WiFi to USB) can help.

HP Print and Scan Doctor: HP provides a tool called HP Print and Scan Doctor specifically designed to troubleshoot and fix issues with HP printers. You can download it from the HP website and run it on your laptop. This tool can often diagnose and fix issues automatically.

Scanner Drivers and Software: Although you mentioned that all software and firmware are up to date, it might be worth reinstalling the scanner drivers on your laptop. Go to the HP website, find the support page for your printer model, and download the latest scanner driver and installation package. Uninstall the existing driver and software related to the printer on your laptop, restart your laptop, and then install the fresh drivers.

Permissions and Settings: Check your laptop’s system settings to ensure that there are no permission issues preventing the scanner from communicating with your laptop. This is particularly relevant if you are using a macOS or a recently updated version of Windows where security settings might block access to the scanner.

Firewall and Security Software: Sometimes, firewall or security software can block the communication between your scanner and laptop. Try temporarily disabling your firewall or any security software to see if that resolves the issue.

Use HP Smart Software: Since the HP Smart app works from your phone and another laptop, try reinstalling it on your problematic laptop, or ensure it's updated to the latest version. Open the HP Smart software on your laptop and set up your printer again from there to see if it resolves the scanning issue.

Scan to Email or Cloud: As a temporary workaround, you could use the scan to email or scan to cloud features that many HP printers support. This method bypasses local software issues and might serve as a solution until the direct scanning issue is resolved.

Check for Error Messages: Look for any error messages on the printer display or on your laptop when you try to scan. Sometimes these messages can provide clues on what might be going wrong.

 

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!

 

Rachel571 

HP Support

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Sneha_01- HP support
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