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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
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
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‎05-03-2020 11:20 AM

HP Recommended
Product: HP Office Jet Pro 6978
Operating System: Microsoft Windows 10 (64-bit)

The HP Smart app says  Scan is currently unavailable.  Also, HP Smart does not see or report printer status.

I can successfully print to the printer from the PC.  The PC is a HP Pavilion Gaming laptop 15-dk0xxx

The printer is successfully connected via network.  As I said, I can print to it.

I ran HP Print and Scan doctor app.  This app successfully scans.  This app shows no problems.

BUT...the HP Smart app shows  Scan is currently unavailable.   The HP Smart app also does not show or report printer status....it says   Printer status unknown.

I have rebooted PC.  I have turned off and on the printer.

18 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎05-04-2020 10:42 PM

HP Recommended

Try resetting the HP Smart app and check,

search for HP Smart, right-click it and select More Settings, there look for App Settings.

 

Try resetting the app and check for any difference.

 

If the same persists, try uninstalling it from the same place and then reinstall it from the Microsoft Store.

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂

View solution in original post

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7 REPLIES 7

‎05-03-2020 12:32 PM

HP Recommended

Hi,

Please open HP Smart, right-click the top printer icon, and then click on Forget Printer.

 

Now, click the plus icon and follow the steps to reconfigure the printer on HP Smart.

 

May you see any difference?



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If my post resolve your problem please mark it as an Accepted Solution 🙂
1 person found this reply helpful
Was this reply helpful? Yes No

‎05-03-2020 04:40 PM

HP Recommended

Thanks for the suggestion.  It changed the problem slightly, but did not solve it.

HP Smart app now shows the printer as offline.

I rebooted the computer as well as turned off and back on the printer.

During diagnosis, the printer printed just fine.  And I printed an email just fine.  Even though HP Smart says it is offline.

The Scan button in HP Smart says that scanning is not available.

I ran HP PSD and it found no problems with scanning.  I did a test scan and it worked fine.  Even though HP Smart shows it offline.

I think HP PSD is using a different program to scan.   HP Scan app instead of HP Smart.  Can I use HP Scan?

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‎05-04-2020 11:08 AM

HP Recommended

Thanks for clarifying.

Please print and evaluate a Wireless Test Report

 
From the home screen on the printer control panel, swipe down to open the Dashboard, and then touch the Wireless icon
 

Touch the gear icon and then select Print Reports.

 

Print a Wireless Test Report from this screen.

 

Can you see any warning or alert listed on the printed report?

 
Please let me know,
Shlomi

 



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If my post resolve your problem please mark it as an Accepted Solution 🙂
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‎05-04-2020 12:10 PM

HP Recommended

No, no warnings.

I am no expert, but I cant imagine it is the network.

I can print to it.  HP PSD can scan from it.  Network working OK.

But HP Smart app cannot scan from it.

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‎05-04-2020 05:14 PM

HP Recommended

Another data point.

I found Windows Fax and Scan app.  That app successfully scanned.

It seems the problem is in the HP Smart app.

 

Cheers,

Was this reply helpful? Yes No

‎05-04-2020 10:42 PM

HP Recommended

Try resetting the HP Smart app and check,

search for HP Smart, right-click it and select More Settings, there look for App Settings.

 

Try resetting the app and check for any difference.

 

If the same persists, try uninstalling it from the same place and then reinstall it from the Microsoft Store.

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
Was this reply helpful? Yes No

‎05-05-2020 06:38 PM

HP Recommended

I went right to uninstall and reinstall.

That worked.

Thanks!

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