HP Smart App Updated (auto) yesterday, and now I cannot scan "Couldn't Connect to scanner" error

[UserNameUnknown]

I can no longer scan, but printing, ink levels, etc. all works as always.

I get an error "Couldn't connect to scanner - HP Smart cannot scan from this printer. Either no scanner was detected or HP Smart is not compatible with the scanner in this printer"

Checked under installed Apps, and the HP Smart app shows an updated date of yesterday.

I rebooted, no change, I uninstalled the app, rebooted and re-installed, unfortunately I get the same error.

[UserNameUnknown · Accepted solution]

Workaround:

I ran the HP Print and Scan Doctor 5.7.4.
Even though the HP Smart App is installed, the HP Print and Scan Doctor did not find any scan software installed!

I downloaded the "HP Easy Start v16.6.10" for this model (HP OfficeJet pro 8025e), and installed. 

Although the HP Smart app still does not connect to the scanner, I can use the locally installed HP Officejet pro 8020 scan software to make scans, and seems quite user friendly.

This should work until the HP Smart App is fixed

[A_Gayathri]

Hi @UserNameUnknown,

Welcome to The HP Support Community.  

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

I understand you are facing a scanning issue with your HP OfficeJet Pro 8025e All-In-One Printer, follow these troubleshooting steps:

Check Connections

1. Ensure Proper Connection:
   • If you are using a USB cable, ensure it is securely connected to both the printer and the computer.
   • If you are using a network connection (Wi-Fi or Ethernet), make sure the printer is connected to the same network as your computer.

Update Drivers and Software Software and Drivers for HP OfficeJet Pro 8025e All-in-One Printer

Update Printer Drivers:

• Visit the HP Support page and download the latest drivers for your printer model.
• Install the latest drivers and firmware updates for your printer.

Check for HP Smart App Updates:

• Verify that the HP Smart app is the latest version. Check for updates in the app store or the HP website.

Run HP Print and Scan Doctor HP Print and Scan Doctor

1. Use HP Print and Scan Doctor:
   • Download and run the HP Print and Scan Doctor tool from the HP website. This tool can diagnose and fix many scanning issues.

Check Scanner Settings

1. Check Scanner Settings in HP Smart:
   • Open the HP Smart app and navigate to the scan section. Make sure the correct scanner is selected.
   • Try scanning a document using the HP Smart app’s scanning feature.

Check Firewall and Antivirus

1. Disable Firewall/Antivirus Temporarily:
   • Sometimes, firewall or antivirus software can block the scanner. Temporarily disable these to see if the scanner works.
   • If it does, configure the firewall or antivirus software to allow HP Smart and your printer to communicate.

Reinstall HP Smart and Printer

1. Uninstall and Reinstall HP Smart and Printer:
   • Uninstall the HP Smart app completely.
   • Remove the printer from your system settings (Control Panel > Devices and Printers).
   • Reboot your computer.
   • Reinstall the HP Smart app.
   • Add your printer again through the HP Smart app.

Use Windows Fax and Scan

1. Try Using Windows Fax and Scan:
   • Open the Windows Fax and Scan application (search for it in the Start menu).
   • Try scanning a document using this application. This will help determine if the issue is with the HP Smart app specifically.

Check Scanner Hardware

1. Perform a Hardware Check:
   • Perform a hardware scan from the printer’s control panel. Most HP printers have a scan option directly on the printer’s touch screen or buttons.
   • If the hardware scan fails, there might be a hardware issue with the scanner.

Refer to this document: HP OfficeJet Pro 8025e All-in-One Printer User manual

HP Printers - USB Scanner Connection Error (Windows)

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[UserNameUnknown]

Thank you for your response, *most* of this has been tried without resolve.

It appears to be an issue with the newest update to the "HP Smart App".

I have a workaround in-place until this can be fixed in the "App"

[smartFail]

The HP Smart App is plainly broken.  I've uninstalled it, reinstalled it, and it doesn't work.  It doesn't work with the printer the OP is using, doesn't work with my M283fdw at the office, and doesn't work with my M130 at home.

It doesn't work. Y'all did an update and broke it.  It's not us, it's you.

[A_Gayathri]

HI @UserNameUnknown,

That's great! I am happy to hear that the issue has been resolved. If you need further assistance feel free to reach out to us. 

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

Have a great day ahead!

Gaya1239 

HP Support

[UserNameUnknown]

This just happened to another of the same model (Office Jet Pro 8025e) that I have onsite.

The newest update broke scanning in the HP Smart App.

App works fine, but can not connect to scanner.

I installed the full software package ("HP Easy Start v16.6.10"), and can now scan again, now using "HP Officejet pro 8020 scan" 

[Jason536]

My HP 8025e has the same issue. Cannot scan "Couldn't Connect to scanner...". It just happened recently. Scan was good before.

[jsm33]

I'm having the identical problem on my HP6980.  Have tried re-installing the printer, re-installing HP Smart. Unplugging. Rebooting.  Continue to get the same error.

[v-k-b]

Same issue on OfficeJet Pro 8710.  Have updated printer and reinstalled HP Smart... still broken.  When will the HP Smart app be fixed?