HP Smart closes when trying to scan (HP Deskjet)

[Sash_K]

Every time I try to scan a document using HP Smart with my Deskjet 3755, the app closes.  So frustrating!

What can I do to fix this?  I tried uninstalling and re-installing HO Smart, but the problem still persists.  Please help.

[Betty0610]

@Sash_K

Welcome to the HP Support Community.

Are you able to coy well? Do you get any error messages?

Try and update the firmware: https://support.hp.com/us-en/document/ish_1776648-1643972-16

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Kaufmanrider]

I have the issue with the app closing on my computer when I try and scan.  Just followed your instructions, it says my deskjet is up to date.  No firmware updated needed. 

App still closes when I try and scan.  Printing works fine.  

[Betty0610]

@Kaufmanrider

Welcome to the HP Support Community.

Does the HP Smart App work fine from any other Computer or phone that it is connected to?

Uninstall and reinstall the HP Smart App and try again.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Kaufmanrider]

Only on one computer.  Unistalled, reinstalled, restarted computer.  Checked for updated drivers/fixes, HP says I have most current software. 

The app continues to shut down/close as soon as I hit the "scan" button. 

[Betty0610]

Are you able to copy?

[Kaufmanrider]

Yes, everything seems to work except scan.  Every time I click on the scan button the app/program closes.  I am also using an HP laptop. 

[Betty0610]

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Kaufmanrider]

Didn't work.  I have the same issue with the program closing after hitting the "scan" button as I did before attempting your fix.  

[Betty0610]

If you can try using the HP Smart App from any other device that would help us understand if it's a driver or an App issue.

Do let us know 🙂

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!