HP Smart app - Scan preview - no image displayed

[paterventer]

Windows 10 64 bit - v21H1. HP Smart app (v128.1.219.0).

When scanning from document feeder, no image is generated in the Scan Preview window (either basic PDF or Image jpg).

Saving the file to a local drive, then trying to open it gives error message.

Scanning worked perfectly up until a couple of weeks ago, either an upgrade to HP Smart app or WIndows 10?

[Echo_Lake]

@paterventer

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Have you tried scanning a different file or document?
• Did you make any changes to your printer? 

Firstly, let's update the printer's firmware, refer - HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, follow the next steps. Uninstall the app from your Windows 10 device through the All Apps list.

1. In Windows, search for and open Apps & features.
2. Click HP Smart in the list of apps, and then click Uninstall.

And, install HP smart app from here: https://support.hp.com/in-en/document/c04675142

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[paterventer]

I followed your steps: the problem persists...

Firmware is up to date

I also uninstalled all legacy HP Printing software and HP Smart app, then re-installed the HP Smart app. Still no image appearing in the scan preview window.

FYI - the older HP Scan app continues to work fine.

This is a bug with your latest version of HP Smart app (can HP make the previous functional version available to users while you fix this issue)

[Echo_Lake]

@paterventer

Thank you for posting back.

I appreciate your efforts to try and resolve the issue. I would request you to reach out to our Support and our Support Engineers should be able to check the available service options for your printer. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/
 

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.