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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).
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‎05-14-2022 03:03 PM

HP Recommended
Product: HP OfficeJet Pro 6978 All-in-One Printer
Operating System: Microsoft Windows 10 (64-bit)

HP Smart has just decided to stop working properly for me after several years of being just fine.  No changes of any kind to my system, network, etc.  Symptom is related to scanning.  Sometime is scans and sometimes it doesn't.  Error message window is "Something went wrong" .... how informative.  Printer works fine.  Scanning to a thumb drive works just fine.   It is only when using HP Smart that things go sideways.  Pretty obviously a software issue and I like to be able to scan from my computer and manage scanned files that way with out plugging and unplugging a jump drive.  HP, please fix this.  It is highly irritating.  Tried the uninstall and reinstall recommendation - didn't solve anything.  Behaved exactly the same.  Anyone face a similar issue?

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1 REPLY 1

‎05-17-2022 02:58 PM - edited ‎05-17-2022 02:59 PM

HP Recommended

Hi @caleb221,

 

Welcome to the HP Support Community. 

 

I'd like to help!

 

I understand you are facing scanning issues

 

Try the below suggestions-

 

1)Uninstall HP Smart 

 

2)Install all the available Windows updates

If it is been a while since you updated your Windows, that is the main reason why Windows says your HP printer driver is unavailable. Here are the steps how to do a Windows Update to install all accessible operating system updates.

 

If you are accessing Windows 10, then these steps are for you.

  1. Hit the Start menu and write an update. After that, click on the “Check for updates” option.
  2. Tap on the “Check for updates” option.
  3. After clicking on that option, Windows will install the updates automatically.
  4. When Windows completes all its updates, start your computer again and attempt to print a file to check if your printer works.

3) try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

 

4)Reinstall HP Smart

 

If the error persists, install the HP Easy Start (under the Software and Utility tab )and use HP Scan to scan a document 

 

Hope this helps! Keep me posted.

 

Please click “Accept as 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

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