HP 9120e does not scan at actual size (100%) through HP Smart app. It inflates the size tremendously

[BooFixItAlready]

When scanning with my macOS Sequoia, the HP9120e does not scan at actual size (100%) when settings are letter and 300dpi. My scan turns into a 35.426in at 54 resolution file. I can scan properly through Photoshop, so this appears to be solely a HP smart app issue. I used to be able to print the HP smart app with my prior HP printer, but with this new purchase, something changed for the worse. All updates to firmware and software on the computer and printer are up to date, so it's disappointing that this bug hasn't been fixed yet, as I liked the simplicity of using the HP smart app for simple scanning needs.

[zoey7886]

Hi @BooFixItAlready,

Welcome to the HP Support Community.

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

I understand you're experiencing an issue with scan settings for your printer using the HP smart app.

I apologize for any inconvenience this may have caused, I'm here to help you today.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

D) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day.

HP Support

[BooFixItAlready]

I appreciate your reply. I did all the steps listed exactly as they were written (it never said to turn off printer, only to unplug...but after doing so, I got a warning that it was shutdown improperly). I followed the removal of the HPSmart app as well and reinstalled it. Despite going through all the steps, I just scanned again and the same thing happens in HP Smart app...I scanned a letter-sized document (8.5x11), selected as "letter" and selected 300 dpi. The scan comes out as a 35.426" wide x 45.833 high, 54 dpi file. If I scan the same document using Photoshop, I get the correct size file, the scan comes out as 8.5x11 at 300dpi, which is what I want. The inflated 35" file appears to be an app problem, not the printer itself.

[zoey7886]

Hi @BooFixItAlready, 

Thanks for getting back to us and for your patience while troubleshooting this issue. I really appreciate the detailed steps you followed—sounds like you’ve been thorough in trying to resolve it. I understand how frustrating it can be when something that should be simple, like scanning at the correct size, doesn’t work as expected.

Since Photoshop scans correctly, it does seem like the HP Smart app is the source of the issue rather than the printer itself. Let’s try a couple more things to narrow it down further:

Check HP Smart App Settings

Before scanning, can you double-check the "Resize" or "Fit to Page" settings in HP Smart? Sometimes, auto-scaling can interfere with the expected output. If there's an option to disable resizing, give that a try.

Try a Different Scan File Format

When scanning in HP Smart, test different file formats (PNG, PDF, JPEG) and see if the output size changes. This could help identify whether it’s an app processing issue.

Reset HP Smart App Preferences

Since uninstalling and reinstalling didn’t fix the issue, let’s reset the app preferences:

Open the HP Smart app

Go to Settings (or Preferences)

Look for an option to reset or restore default settings

Restart the app and try scanning again

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day.