HP App scanning problem

[Laviette]

I'm scanning through HP app and it was working fine like two weeks ago. But today I went to scan and the app  was showing me "Scanning is currently unavailable". I tried to reinstall the app and the printer, tried the HP print and scan doc but nothing helped so far. The scanner is working fine with other apps like HP scan or HP scan and capture, but I liked the options from HP App the best. So I would really like to go back to it. 

[Kumar0307]

@Laviette, Welcome to the HP Support Community!

This looks like an issue with the HP server. Web services are affected. We are working on it. Kindly wait for a couple of hours and try again.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[mrbalou06]

Hello

same problem while scanning on a Envy 6230 on my PC with HP Smart , Windows 10 64bits Home, update 2004. Worked fine before, seems HP Smart has been updated recently. Any cleanup utility to fully remove and reinstall ?

Also, scanner works fine with HP SMart on another PC (W10 64bits pro), smartphone (iOS). So not a hardware problem. 

thanks.

[Kumar0307]

@mrbalou06

Have you tried reinstalling the HP Smart app?

Check for any pending Win update and reinstall the app.

A clean-up utility is not required for the apps. This is necessary only in case of a full-feature printer driver if you are unable to uninstall it.

Keep me posted. 

[mrbalou06]

Hello Kumar, 

yes, I did, I also removed the printer driver in Computer / Manage, but I think last update corrupted a file or a registry key, this is why I was asking for a cleanup tool. If nobody reported such an issue with W10 Home 64bits update 2004, I'll try to 1/ remove HP Smart, HP print driver, clean registry for HP entries. unless other idea is submitted.

[Kumar0307]

@mrbalou06

1. "uninstall" the app from the Start Menu

2. stop 'wuauserv' service

3. clear the contents of C:\Windows\SoftwareDistribution

4. delete any file* with 9WZDNCRFHWLH in the title

*It may be found in the following folders:

C:\Users\<username>\AppData\Local\Temp

C:\WINDOWS\Temp

C:\WINDOWS\System32\config\systemprofile\AppData\Local\Microsoft\InstallAgent\Checkpoints

Let me know how it goes.

[mrbalou06]

@Kumar0307 hello,

Ooops, looks quite "radical" to clear the content of SWDistribution folder ! Are you sure ?

No file found matching the criteria "with 9WZDNCRFHWLH in the title"

thanks

[Kumar0307]

@mrbalou06

In that case, you may just uninstall the app in a regular manner and reinstall it.

Let me know how it goes.

[mrbalou06]

@Kumar0307

Done a system backup, uninstalled HP Smart, cleaned up SoftwareDistribution content, rebooted , scanned for updates, and reinstalled HP Smart. Same issue. Please note that scanning from the printer works and activate windows scanning service, then import document. But unable to scan from HP Smart directly. version installed by windows store is 120.1.741.0, maybe possible to install a previous one to check ?

Sorry, message is in french and no error code on the printer. It starts the scanning and stay as is, then returm to home menu. 

[Kumar0307]

@mrbalou06

As mentioned in my first post, this could be an issue with the web services and the HP Smart app not working as it should. I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Technical Support team in your region for further assistance. 

Keep me posted for any other assistance.