'HP Scan' application does not detect HP7740 wirelessly or via USB cable.

[jjaylad]

'HP Scan' application does not detect HP7740 wirelessly or via USB cable. This started when the IP address had to be updated due to the installation of a new wireless router by Rogers.

The bluetooth light comes on and the printer is recognized and works.

I can scan using the HP Smart app, but that has a tiny shadow of the functionality of the HP Scan app that I have been using for years. I spent time last week with Support and even manually specifying the network etc., in the HP Scan application, just returns "imaging device not found". I have used the application thousands of times. I do not understand how the printer can be recognized and work fine wirelessly but the scanner function from within the HP Scan application can't even connect despite the printer already being connected. This is nuts and has cost me many hours already. Hopefully someone has an answer that 'Support' was unable to find.

[Raj_05]

Hi @jjaylad,

Welcome to HP Support Community.

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

It sounds like the issue is related to the configuration between your updated network and the HP Scan application. Here are steps to resolve the problem.

Update the IP Address in the HP Scan Application

1. Obtain the Printer's IP Address:
   • Go to the printer's control panel, tap Wireless or Network to view the IP address.
   • Alternatively, print a Network Configuration Report from the printer menu.
2. Update HP Scan Settings:
   • Open HP Scan on your computer.
   • Navigate to Settings or Preferences within the app.
   • Manually update the IP address to match your printer's current IP.

Check Network Discovery

• Ensure your computer and printer are on the same network and network discovery is enabled:
  • On Windows, go to Control Panel > Network and Sharing Center > Change Advanced Sharing Settings, and enable Network Discovery.
  • On macOS, check that the Wi-Fi network matches the printer's network.

Reinstall the HP Full Feature Software

1. Download the latest HP Full Feature Software for the OfficeJet Pro 7740 from the HP Support website.
2. Completely uninstall the current HP Scan app and related drivers:
   • On Windows, go to Apps & Features.
   • On macOS, remove HP-related files via Applications or an uninstaller.
3. Reinstall the software and ensure you connect the printer during setup.

Check Firewall and Security Software

Sometimes, firewall settings can block communication with the scanner:

• Add an exception for the HP Scan application in your firewall or antivirus software.
• Disable the firewall temporarily and test if the scanner connects.

[Raj_05]

Verify HP Services

Ensure HP-related services are running:

• On Windows:
  • Open Services (search for it in the Start menu).
  • Look for services like HP Network Devices Support or HP CUE DeviceDiscovery.
  • Start or restart these services.
• On macOS:
  • Verify that the HP Utility app recognizes the printer and scanner.

Test with a USB Cable

Even though the printer is connected wirelessly:

1. Connect it directly via USB.
2. Add the printer in Devices and Printers (Windows) or Printers & Scanners (macOS).
3. Test scanning via HP Scan.

Reset the Printer

If the issue persists:

1. Perform a network reset on the printer:
   • Go to Settings > Network Settings > Restore Network Defaults.
   • Reconnect the printer to your wireless network.
2. Test again with the HP Scan app.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support