HP LaserJet 200 m276 suddenly won't scan thru HP Smart but does thru Print and Scan Doctor

[greymattr]

Have a user who recently reported scanning stopped working from her computer via HP Smart.  She tries to initiate scan but receives indication on computer that "Scanner Not Found".  Downloaded to her pc the HP Print/Scan Doctor utility and that works just fine to do a scan.  Just won't work to use HP Smart.  I've also installed HP Smart on my computer and get the same results although I can use the web UI to get into the printer just fine.  Also, when I use HP Scan Doctor on my computer I can get it to scan.  So the problem seems to be that this 

[Betty0610]

@greymattr

Welcome to the HP Support Community.

Since this happens with two computers, it could be an issue with HP Smart App.

We'll let the development team know about this and hopefully an update can help fix this.

Did you try to uninstall and reinstall the HP Smart App?

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[greymattr]

Thanks for your input. 

I had only installed HP Smart onto my computer after my user reported this difficulty with scanning from her computer.  So in essence, my install is new as of last week and matches the version my user has.  I'm wondering if an update to HP Smart got applied to her computer (automatically?) and my new installation simply is matching what she has.  Like you, I'm inclined to believe the issue lies with this latest version of HP Smart and might be inclined to uninstall the current version (on my computer) and install some backlevel version to see if that yields better results.  Is there a way to go find and obtain that?

If I can get an older version installed I will then test and update this thread with that result.  Again, just to reiterate, the HP Scan and Print doctor utility can do a scan from BOTH computers just fine.

[Betty0610]

Yes, unfortunately, we don't have the older version of the App.

Does the same happen if you try scanning from the HP Smart App installed on a mobile device?

[greymattr]

Sorry, hadn't realized that was a thing.  I've now downloaded that app to my phone, and yes, it functions JUST FINE to make the HP LaserJet 200 do a scan, unlike the Windows app.  And for good measure, I confirm that still, the HP utility HPPSdr.exe can do a scan from the same Windows machine where the installed HP Smart does not work.  I'd be willing to do a wireshark or follow any other helpful suggestions your side might have.  I've got a user getting testy.

[Betty0610]

I would recommend you to use the scanner from the other methods that have been working till there's an update on the HP Smart App.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[greymattr]

Wow, use the mobile app until the Windows version of HP Smart gets updated?  My user has notified me she has no intention of doing that so I guess we'll just wait for the update.  I'm hoping this problem is more widely reported than just me so that it gets some developer traction.  

I appreciate your responsiveness, Betty0610 but cannot claim the advice you've provided is a "solution".  But I definitely thank you for at least to replying to my inquiries.  

[rlk99]

Suddenly I can't scan at all. Not from the HP software (which was working fine previously) and not from the option to scan to computer from the printer and not from the option to scan to a USB drive. I downloaded the troubleshooting app and it said to unplug/replug the printer and then restart the pc. I did that, which caused my pc to take an excessive amount of time to finish booting back up. End result. Still doesn't work. Also cannot scan using the scan to computer option. However, I seem to now be able to scan to USB. Before and after, when I ran the troubleshooter within the HP software (as opposed to a downloaded app), I got a popup error message about the inability to find a file whose name starts with AD2F1837.

[inkasatorr]

Hello. I have the same issue. I tryied to scan using my laptop in two different networks, using two different M276 printers. Earlier I was able to scan via HP Smart in both of this places, but now I have an error. Also there are two diffrent other pc-s in this places. And both of them also stoped to scan via HP Smart. All computers uses win 10 x64.

I tryied to reinstall application. Removed the oldone. Downloaded from HP website file LJ-Pro-200-color-MFP-M276-full-solution-15189.exe (v15.0.15189.2008). Installed the app and printer. Now I have HP Smart v 127.1.115.0.
I cannot scan via HP Print and Scan Doctor 5.6.1 because it asks me to istall the full solution for my product, but I already have it installed.

[rlk99]

Thought I posted this previously. I found another HP app called HP Scan and Capture. Although it works a bit differently, it works. For some reason, though, I am unable to add it to my taskbar and it doesn't show up as an icon on my desktop. I found this after I followed instructions to unplug/replug the printer and then reboot my PC -- and the PC took way more time than usual to totally complete the reboot. Before that I tried uninstalling/reinstalling HP Scan but that didn't work and I continued to get the missing AD2F1837 error message.