HP Smart Cannot connect to scanner

[staber13]

Both my printer (HP LaserJet Pro MFP M148fdw) and my coworker's computer (HP LaserJet Pro mfp m227fdw) display the below error message when trying to scan using HP Smart. I have downloaded all the updated drivers for both our printers, and have checked for Windows updates as well and nothing has fixed this. I have tried uninstalling and re-installing the printers, resetting the printers by unplugging them for over a minute before plugging them back into the wall, repairing the app, uninstalling and re-installing the app, tried using Windows troubleshooting (no issues found), and used HP Diagnose & Fix (no issues found). The printers are set up for USB printing, and everything was working fine until yesterday. I have also tried plugging the USB cable into a different port with no luck. It doesn't appear to be a printer or cable issue, I have no issues printing and copying. I have temporarily downloaded Windows Scan to use as a workaround for the time being which has no issues scanning, but I'd rather use the HP Smart app because it provides better options when saving the document than Windows Scan. 

Update 06/19/24: This has now become an issue for everyone in my office. I really hope HP is working on an update to fix this issue, since I'm seeing a lot of posts from people having the same issue here. 

[Nal_NR]

Hi @staber13,

Welcome to the HP Support Community. 

I'd be happy to help you! 

Splendid analysis and remarkable patience were shown. It is immensely appreciated.

Refer to this document and see if that helps. 

You may also refer to this document. 

Hope this helps! Keep me posted for further assistance.

 Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Manish12345]

I have the same problem. My printer is HP Deskjet Ink Advantage 3636. The scanning was working fine till last week and did not work today. I tried all the steps mentioned in the two links but that did not resolve the issue. Scanning works fine from within the HP Print and Scan doctor tool but does not work in HP Smart.

[staber13]

Hi, 

I have tried everything you suggested and have not had any success. This is not just an issue with my printer, but with my whole office's printers. There are 4 different printer models and none of us can scan with HP Smart, but we can scan with other apps. It appears to be an issue with HP Smart. I have been trying to trouble shoot this all week, and nothing I have tried has fixed it. I have gone across various forums and tried every solution offered with no luck. This is getting very frustrating. From what I've seen on this site, it appears that our office is not the only ones who are having this issue with HP Smart all of a sudden. I'm wondering if there was a Windows update that may have screwed something up with that app.

[DJP246]

I have the same issue today as does my colleague. There appear to be quite a few threads on this topic in recent days. The printer appears to operate correctly and is connected. Printing from the computer and test pages print fine but it appears the issue is specific to the scanner operation. I suspect this is something software-related due to an update to HP Smart, printer firmware or Windows in recent days. I have worked through all the usual fixes - reinstall HP Smart, reset + re-ad printer, etc but nothing appears to work.

[Nal_NR]

Hi @staber13 ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

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

[staber13]

I called customer support and they are also not able to help me because my printer is 4 years old and then tried to sell me a new printer. I've tried being nice and I have IT experience, this is CLEARLY not an issue with my printer. It is not just my printer that is having this issue. One of my co-workers just got their printer 4 months ago and it is having the same issue. It's ridiculous that HP is saying that they don't show there being an issue with the HP Smart app scanning when there are MULTIPLE people having the same issue. It's not on us, this is on HP. 

[CorbinDallas13]

We have the same issue at my office.  First report came in yesterday and additional employees have been reporting ever since.  I am now up to 14 with the same complaint.  For "reasons" we do not have wi-fi in our office, so moving a printer from USB to wi-fi is not a viable option to even test.  

[staber13]

Even on the wi-fi it's an issue. I tried with my printer as USB connected and as Wi-Fi connected, and have had no luck. The issue started with my printer on Monday, then by Tuesday we were up to 4 people having issues, and by Wednesday it was up to 8. The people who aren't having issues just don't know if they're having issues or not because they don't need to scan anything for their jobs and I haven't had a chance to login to their computers and try it myself. Fingers crossed HP figures out their HP Smart app or I feel they may lose a lot of customers over this. 

[windowscanner]

The HP Smart software has failed me in the same way. Thanks to one of the documents listed I tested the Windows Fax and scan on my HP scanner/printer and that works well. So well that I have to wonder why I should bother with the HP Smart software that is not working. The convenience of editing in the same suite was nice...but today's computers bring up an editor in a blink of an eye, so not a big inconvenience. Like everyone else I attempted all of the posited solutions to no avail and will wait until HP has fixed the problem...or not. Meanwhile there is a new shortcut on my start menu - Windows Fax and scan, thank you.