HP Smart app won't scan

[tequekama]

Windows 11

HP OfficeJet Pro 9015 - connected wirelessly

The HP Smart app will not scan. Everything else works but when I hit the "Scan" button, I get a warning saying:

"Scanner Problem

A problem with the scanner has been detected. Restart the printer and then try to scan again. If the problem persists, select Get More Help"

I have tried all available troubleshooting steps that I can think of.

• I can scan using any and every other application that I have tried - Adobe Acrobat, Windows Fax and Scan, HP Scan etc. HP Smart is the only one that is broken.

• I have uninstalled, restarted, and then reinstalled HP Smart. No joy.

• I have run HP Print and Scan Doctor; no problems detected.

• I have updated the drivers. No joy.

• I have uninstalled the drivers and the printer and reinstalled. No joy.

• I uninstalled and reinstalled using the HP Easy setup. No joy.

I'd like to keep the HP Smart app as it is the most convenient way to track ink and deal with settings but I hate that I need a whole other application to perform a basic task when it is an option in the app. Any thoughts?

[Dragon-Fur]

@tequekama 

Welcome to the HP Community --

Another place to check...

If the issue is related to the account data stored within HP Smart application, then Resetting the app can help.

Windows - Reset HP Smart Application

Next,

Reset the HP Smart application - This action removes the app data.

How to...

Windows 10 -

Settings > Apps > Apps and Features

OR

Windows 11 - 

Settings > Apps > Installed Apps

Next,

Search / Find HP Smart in the apps list

Open Advanced options > Reset the app

Restart the computer and log in

Open HP Smart > Sign in > Add Printer(s)

If the app Reset does not work by itself, add:

Next,

Uninstall the HP Smart App from Settings > Apps > Apps and Features / Installed Apps

Restart the computer and log in

“Get” a new copy of the HP Smart application from the Microsoft Store

Open HP Smart > Sign in > Add Printer(s)

HP_Smart_Win_Apps_Reset_2

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References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

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HP OfficeJet Pro 9015 All-in-One Printer  

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