HP Scan update breaks connection and connection cannot be restored

[bear1066]

I recently received an invitation to update my HP  Scan app; this is a very useful program so I did so.  Now, it no longer works--it asks for the current IP address and when I give the current IP address for the 9015e printer, it tells me the device is not supported.  (This is nonsense of course because it was supported until about thirty seconds ago when I installed the UP update, and the HP Smart app, which I try to avoid using whenever possible, works just fine so there is nothing wrong with the connection--there is something wrong with the update or how the update connects to the printer).  I also get a message that HP Scan was unable to find the device on the network (again, HP smart is still connected).

[bear1066]

For what it's worth, the HP scan version just installed that created this problem is 63.5.0.

[Garp_senchau]

@bear1066, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

1. Verify Printer IP Address

On the printer touchscreen:

Tap Settings > Network Settings > View Network Details.

Note the IPv4 Address (e.g., 192.168.1.xxx).

Make sure this is the exact IP you’re entering in HP Scan.

2. Uninstall HP Scan (If Installed Separately)

Go to Settings > Apps > Installed Apps.

Uninstall HP Scan if it’s listed.

Also uninstall any other older HP printer software except for HP Smart.

3. Reinstall Full HP Driver (Not Just HP Smart)

Go to: HP OfficeJet Pro 9015e All-in-One Printer Software and Driver Downloads | HP® Support

Download the Full Software Solution (not just the basic driver).

Install it and reboot your PC.

4. Reinstall HP Scan Tool

After full driver install, HP Scan should now be restored.

If it isn’t:

Open HP folder in Start Menu > Look for HP Scan.

If it’s missing, try using HP Scan and Capture from the Microsoft Store.

5. Add Printer Using Hostname Instead of IP (Optional)

Sometimes IP-based connections break after updates.

Go to Printers & Scanners > Add a printer manually.

Use the printer’s hostname instead of IP.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,

[bear1066]

I was out of town for a couple of days and have now attempted the suggestions given here.  After attempting the described solution, the scan function no longer works at all.

[bear1066]

None of this worked and I'm arguably further behind than when I started.  The current status is after three hours of effort, I've uninstalled what I can find, reinstalled all the drivers etc, and I have HP Smart working (a program I find virtually useless because it's so limited).  Attempts to Install HP Scan (the update for which created all these problems) do not succeed--the latest error message is something to the effect that the printer can't be found.  One problem I haven't encountered before is a persistent demand for a "printer password."  Maybe HP has assigned a printer password, but if so, I can't find it.   So, for the moment, I'm limping around with the HP Smart.  No access to HP Scan.

[Max3Aj]

@bear1066, Thank you for your response. 

@Garp_senchau is away for now. 

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support