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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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Locked

‎01-20-2024 04:25 AM

HP Recommended
Product: HP OfficeJet 5255 All-in-One Printer
Operating System: Microsoft Windows 11

When I click the Scan button in HP Smart it directs me to a login page, even though I've use this printer to scan for years without this prompt.  When I try to login (with a login user name and password that the HP sites recognize) it results in an error message that says "Something went wrong......"  I would really like to scan some tax documents, but can't.  Any help would be greatly appreciated.

Category:
3 REPLIES 3

‎01-22-2024 10:27 AM

HP Recommended

Hi @LeeInDetroit,

 

Welcome to HP Support Community.

 

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

 

It seems like you're encountering an issue with the HP Smart app while trying to scan documents with your HP Officejet 5255 All-In-One Printer. Here are some steps you can try to resolve the problem.

 

  • Update HP Smart App: Ensure that you have the latest version of the HP Smart app installed on your device. You can check for updates in your device's app store (Google Play Store for Android or App Store for iOS).
  • Restart the App: Close the HP Smart app and reopen it. Sometimes, restarting the app can resolve temporary glitches.
  • Restart Printer: Turn off your HP Officejet 5255, wait for a few seconds, and then turn it back on. This can help reset the printer's connection with the app.
  • Check Network Connection: Make sure your printer and the device running HP Smart are connected to the same Wi-Fi network. If there are any network issues, it might cause problems with scanning.
  • Clear App Cache (Android): If you are using the HP Smart app on an Android device, you can try clearing the app cache. Go to "Settings" > "Apps" > "HP Smart" > "Storage" > "Clear Cache."
  • Reinstall HP Smart App: If the issue persists, consider uninstalling and reinstalling the HP Smart app. This can help eliminate any corrupted files causing the problem.
  • Update Printer Firmware: Check if there are any firmware updates available for your HP Officejet 5255. You can usually find this information on the HP support website.
  • Use Alternate Scanning Methods: If the HP Smart app continues to pose problems, you can use alternative scanning methods. Many printers support scanning directly from the printer's control panel to a connected computer or USB drive. Refer to your printer's manual for instructions on standalone scanning.

 

Remember to double-check your credentials and ensure that your HP account information is accurate when logging in through the HP Smart app.

 

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Alden4

HP Support 

I am an HP Employee.
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‎01-23-2024 05:26 AM

HP Recommended

I have done EVERYTHING you suggested, and nothing helped.  I used HP Smart for years without a glitch until now.  I appreciate your efforts, but I'm in the process of buying a non-HP printer to solve the problem.  I think HP may have been hacked and just doesn't know it yet.

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‎01-23-2024 07:14 AM

HP Recommended

Hi @LeeInDetroit,

 

Thank you for your response,

 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

 

https://www.hp.com/contacthp/

 

Please feel free to contact us here anytime you need any further assistance.

 

Have a great day!

 

Alden4
HP Support 

I am an HP Employee.
Was this reply helpful? Yes No
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