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- HP Community
- Printers
- Scanning, Faxing, and Copying
- Re: HP Smart does not save the scanned file

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11-22-2023 06:35 PM
Hello,
My HP Smart stopped (~ a week ago) to save scanned documents after scanning. It scans normally, the image appears in HP Smart, when the button "Save" is pressed the application disappears. No error messages or similar.
I have reinstalled HP Smart a number of times, disconnected laptop (HP EliteBook) and the printer (HP 8028) from the power, ran the Scanning Doctor, etc. Nothing works.
I would appreciate any help with the issue.
Thank you in advance for your attention to the matter.
11-23-2023 08:56 AM
Welcome to the HP Community --
The following "Reset HP Smart" procedure is generally available for both Windows 10 and Windows 11.
================== =====================
- Printer Application - HP Smart – Check / Reset -
Note > If you skip something and things don’t work, consider going back and adding the skipped step(s) to your checkpoints.
Start
Reminder
It is important that every device is using the latest version of the HP Smart app for that device type.
Check / Update >> Every device (computer(s) and mobile) where HP Smart is installed should be running the latest version of the HP Smart application available for that device platform (Operating System / Version).
AND
The printer and device (computer, tablet, phone) where HP Smart is running should be on the same network.
That might be enough…
Stop if everything is now working.
Next,
Restart Everything, including the router that controls your network
That might be enough (at least short term) -- check...
Stop if everything is now working.
Next,
Windows
Check / Run Windows Updates > Install any pending updates
Next,
If not previously completed,
Restart everything, including the router that controls your network.
Can’t stand it? Consider: Restart computer(s) and printer.
Next,
Open and Check HP Smart
Stop if everything is now working.
If the HP Smart opens but does not work or hangs partly open:
Close the HP Smart App
If you cannot close HP Smart: Restart the computer and log in
Do not start the HP Smart yet.
No Joy?
Windows - Reset HP Smart Application
Next,
Reset the HP Smart application - This action removes the app data.
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)
Still Rubbish
FYI only
If nothing else works – Consider --
Uninstall the HP Smart app from Windows > Restart the computer and log in
AND
While connected to the same (home / office) network as your computer,
Uninstall the HP Smart app from other device(s) on your network
After the app is removed > Restart the device (for example, iPad, iPhone)
Next,
Repeat for each mobile device where you want to install the HP Smart application:
Install the HP Smart app on the mobile device
Start HP Smart app > Sign into the app > Add printer(s)
Next,
Restart the computer and log in
Install a fresh copy of the HP Smart application for Windows
================== =====================
Example - HP Smart - Windows - Check / Reset / Reload the Application
HP_Smart_Win_Apps_Reset_2
=+=+=+=+=+=+=+=+=+=+=+=+=+=
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
Open
HP OfficeJet Pro 8028 All-in-One Printer
OR
Note >> If your printer is the OfficeJet Pro 8028e version, find the proper product home page by entering the correct name of the printer.
Enter the device type and model name of your HP product
Thank you for participating in the HP Community --
People who own, use, and support HP devices.
Click Yes to say Thank You
Question / Concern Answered, Click my Post "Accept as Solution"
11-29-2023 11:20 AM
Thank you very much for the detailed instructions, Dragon-Fur. Truly appreciate them. I followed all of them (excluding mobile devices section - I do not have HP Smart on my phone).
Unfortunately, it did not bring a resolution of the issue. The image of the scanned photo/document disappears with the window of HP Smart altogether when I try to save it. I can save some very important scans using Print walkaround, but it is extremely not convenient. The fact that it worked normally a week or two ago is annoying...
Any other ideas?
Kind regards,
IgorG7
11-29-2023 12:26 PM
You are welcome.
HP Smart is clever -- until it does not work.
Normally running the app Reset and adding the Uninstall after the reset clears whatever settings the system (your Windows computer) can control AND to which you have access. What? Even an admin privileged account cannot get into every part of Windows. Sure, it's possible there is something going on that I don't recognize.
The procedure I posted covers most of what I know about the HP Smart processes.
Another controllable part of the setup is how the network is holding or accessing the data between system and application.
Network access and permissions don't usually change without a reason -- a restart of all the devices on that network might clear up simple problems when the reason for the issue is communication.
What else?
If not done...
- Change the connection type on the computer for the printer to TCP/IP
- Consider -- if not done - change the printer connection to a manual / static IP address
- Consider -- if not done - Install the Full Feature Software / full driver printer software - the full driver includes HP Scan.
- Consider -- if not done - Install and try HP Scan and Capture (app)
==================================
Printer - TCP/IP and IPv4
Method – Windows - Add printer using TCP/IP
Please try adding the printer using the printer’s IP address
Find the IP Address of the printer on the Printer Control / Display Panel (touch Wireless button)
Control Panel > icon view Devices and Printers
Click in the top ribbon, Add a Printer
Wait till the menu starts…
Select / Click The printer that I want isn’t listed
Select / Click Add a printer using a TCP/IP address or hostname
Select / Click Next
Device Type > Select in Drop-Down Menu: TCP/IP Device
Hostname or IP Address > Enter the IP Address of the printer
(Skip Port Name)
Select / Click Next
Complete any additional information
-------------------- --------------------
Method – Windows - Create TCP IP port (InkJet Printer) - Change connection type
Method - Create / Change-to TCP/IP port
TCP/IP can resolve odd connection, scanning, and installation problems.
Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues
Find the printer's IPv4 address
Print a Configuration Page
OR
Tap on the wireless icon on the Front panel of your Printer to get the IP address
Next,
Windows 11
Settings > Bluetooth & devices > Printers & scanners > Select Printer > Printer Properties
OR
Control Panel > icon view > Devices and Printers > Right-Click the printer > Left-Click Printer Properties
Tab Ports
Click Add Port
Select Standard TCP/IP Port
Select New Port and follow the instructions
Type in the correct IP address for the printer
Example - How-to “Create TCP Port” Contributed by greenturtle
Video: Create & Use TCP IP port
“Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port within the Ports tab (in Printer Properties)”
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
EWS – IPv4 - Check / Adjust the printer connection - SSID named network
Manual IP Address
EWS > HP Document / How-to
Use the HP printer Embedded Web Server (EWS)
NOTE: Find printer IP address
Section How do I manually assign an IP address to my printer? Items 1-2
Ethernet
Open your Browser > Type / enter the Printer IP address into URL / Address bar
Tab Network > Wired (802.3) > IPv4 Configuration
Wireless
Open your Browser > Type / enter the Printer IP address into URL / Address bar
Tab Network > Wireless (802.11) > IPv4 Configuration
As Available:
Tab Network > Wireless (802.11) > Advanced
Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password
Select and connect to the correct SSID / network name for the bandwidth you are using.
Note: It is not mandatory that you use a manual / static IP address. Doing so can improve stability.
Example - IPv4 - EWS - Network Configuration
EWS_9025_Network_IPv4_Configuration_3
and
EWS_9025_Network_Wireless_IPv4_Advanced_2
What else?
========================================
Printer - Printer Software - Windows
HP Full Feature Software / Full Driver printer software - supports printing and scanning from the web, printing in in other software and programs (for example, Word), and provides access to the full range of Printing Preferences / Shortcuts. The full driver adds at least two shortcuts to the Desktop: Printer Assistant and HP Scan. If the printer model includes built-in Fax hardware, the software supports the setup and use of the Fax driver. No Sign-in required.
If you have not done so -- AND if you can get the software to install --
Install the Full Feature Software for the printer.
Increase stability by setting TCP/IP connection type and perhaps assigning a manual / static IP address to the printer.
Next,
Restart Everything, including the router that controls your network
Next,
Windows
Check / Run Windows Updates > Install any pending updates
Basics - Printer Software
Note: Skip part(s) that are not relevant to your situation.
Uninstall the full driver printer software from Programs and Features
Restart computer and Sign in
Install a new copy of the Full Feature Software
Restart computer and Sign in
Full Feature Software / Full Driver printer software
Details Page - Driver - For your Printer
>>> Full Feature Software - Web Pack Installation Package - Information - Download / Save / Install <<<
HP OfficeJet Pro 8020 All-in-One EasyStart Printer Setup Software – Offline Use Only
After the software is installed, Restart the computer and sign in.
=== --- === --- === --- === --- ===
Printer Assistant - Manage Scan to Computer
The installation of the full driver generally adds at least two shortcuts to the Desktop.
NOTE > HP Scan is not installed if the printer does not support Scan.
Printer Assistant
HP Scan
When needed / wanted, enable "Scan to Computer" using the Printer Assistant
Open the Printer Assistant > Tab Scan > Manage Scan to Computer > Enable
Example - Full Feature Software - Installed - Programs and Features
Normally the Default Printer is assigned when you install the printer software.
That said, there are circumstances where this might not be the case.
Check / Verify
= = = = = = = = = = = = = = = =
Preparation > Check / enable the printer as the “Default Printer”
Windows 11
Settings > Bluetooth & devices > Printers and scanners
Scroll down > Switch OFF Let Windows manage my default printer
Scroll up > Select (Left-Click) your printer from the list of printers > Set as Default
Windows 10
Settings > Devices > Printers and scanners
UNCHECK (clear box) Let Windows manage my default printer
Select (Left-Click) your printer from the list of printers > Manage > Set as Default
= = = = = = = = = = = = = = = =
General Example - HP Scan - Main Menu - More > Destination
9025_HP_Scan_Menu_PDF_More_Destination_9
==============================
Printer - HP Scan and Capture
HP printers - Scan with HP Scan and Capture (Windows)
and
------------------------------------------------------------------
HP Scan and Capture
Available from the Microsoft Store (formally Windows Store) - Requires Windows 8 or higher
Download-Save-Install HP Scan and Capture
Description
HP Scan and Capture is a simple and fun application that captures photos or documents from any* HP scanning device or your computer's built-in camera. These images can be previewed, edited, saved, and shared to other applications.
* NOTE: The correct HP drivers for your scanner must be installed from HP's Support Website.
HP Scan and Capture features an adjustable screen size.
Application controls / options
Windows 10 -
Settings > Apps > Apps and Features
Windows 11 -
Settings > Apps > Installed Apps
Scroll / Search for HP Scan and Capture
Left-click on the App for options associated with this app.
If available, Click Advanced for additional controls.
Example - HP Scan and Capture - First time use - Select Device
Scan_and_Capture_Add_Select_Device_2
Example - HP Scan and Capture - Settings for Documents / Photos
Scan_and_Capture_Document-Photo_Settings_3
=+=+=+=+=+=+=+=+=+=+=+=+=+=
References / Resources
============================
Printer - Dual Band Network
Provided as Review
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Dual Band Network - Considerations
Reminders
Do not ignore your router --
A router that is weak, outdated, poorly located, or incorrectly configured can cause all sorts of odd network behavior issues.
If the printer supports it, connecting using Ethernet is generally a better choice.
Wireless
Some printers, particularly older models, only support Wireless at 2.4GHz
Some printers support Wireless at both 5GHz and 2.4GHz – but not at the same time
Regardless, if the printer won't work or cannot connect to your 5GHz SSID named network, connect to the 2.4GHz network.
If you are running a Dual Band Network,
Check that the router is set up to broadcast all frequencies it supports.
Next,
If your router supports it,
On your router:
Create a separate SSID named network for each frequency supported by the router
What? Create one SSID named network for 5GHz and one SSID named network for 2.4GHz
and
Connect the printer to the SSID named network on the frequency / band you want it to use.
In general,
- 2.4GHz is less fussy about obstacles and supports a longer distance (separation) between router and device (printer)
- 5GHz is faster
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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
Open
HP OfficeJet Pro 8028 All-in-One Printer
Thank you for participating in the HP Community --
People who own, use, and support HP devices.
Click Yes to say Thank You
Question / Concern Answered, Click my Post "Accept as Solution"
11-29-2023 04:25 PM
My situation is somewhat different. I'm running HP Smart v150.1.114.0 on a Windows 11 x64 PC.
After scanning a document, I select Save. But the pdf file is not created. Then selecting back to Preview, the app displays the message "Your scan has not been saved. Exiting now will delete it. Do you want to exit."
Running the same version of the app on a Windows 10 x64 connected to the same printer does not pose a problem.
11-29-2023 09:59 PM
After installing the Full Feature Software, then running its HP Scan app, I was able to save the scanned document as a PDF file. But the issue with HP Smart remains.
BTW - I more like the features in the HP Scan app than what is offered in the HP Smart Scan function.
Thanks for that recommendation.
11-30-2023 09:15 AM
True - Windows can impact the results.
Dragon Opinion
The source of the problem is not, in this instance, the version of Windows.
In my experience, the HP Smart application is fully compatible with Windows 11.
What else?
There is perhaps a missing link, corrupted instruction, or damaged library file deeper in your Windows Operating System that happens to be running Windows 11.
At the moment, No - I don't know where the source of the problem is located.
If, at some point you wish to do so and nothing else fixes the issue, consider reloading Windows.
OR
If you are supremely confident of your skills, you can also try hacking on the Registry.
While I fully support people doing what they want, I no longer provide any advice for editing the Registry.
True - most people object to these solutions -- both are offered "as is" and FYI only.
=======================================
Yes, HP Scan is a popular software choice as is HP Scan and Capture.
Thank you for participating in the HP Community --
People who own, use, and support HP devices.
Click Yes to say Thank You
Question / Concern Answered, Click my Post "Accept as Solution"
12-06-2023 01:12 PM
I tried also using the HP Scan and Capture app. It is giving a similar error as the HP Smart app when trying to save the scanned image. "File Save Error. Unable to save images in the selected folder. Please try a different location."
This seems to be a pattern with HP scanning UWP apps not able to save images in Windows 11. The HP Scan program included in the Full Features printer installer is able to save the scanned images.
12-06-2023 03:44 PM
@Dragon-Fur
Thanks a lot again for additional set of detailed instructions. I will try to follow some of them when I have time. The point is that HP Smart works normally when you consider its aspects other than scanning - it prints, it even convert the scanned image into PDF, etc. It just stopped to save scanned images at some point (it worked perfect for years before that).
As a temporary solution for scanning issue I use Windows Scan - application that allows to scan the documents (only). But HP Smart is/was much more convenient - all printing/scanning needs were residing under one roof there.
Kind regards,
IgorG7
12-06-2023 04:31 PM
Well, HP Smart > Scan > Save still works -- at least for some of us.
That it does not work for you is more important to you, of course.
Sure, could be a "pattern" -- I don't see it but I'm one person with a tiny handful of devices that run Windows 11, iPadOS, and iOS (always latest versions for the device).
HP Scan and Capture uses the same account folders to save data.
True, both HP Smart and HP Scan and Capture can also save data in certain Cloud storage accounts.
There might be a permission problem in one or more of your folders - Folder level permission issues can impact any app that tries to interact with that folder. ??
If I think of something I've not covered, I'll post back.
Thank you for participating in the HP Community --
People who own, use, and support HP devices.
Click Yes to say Thank You
Question / Concern Answered, Click my Post "Accept as Solution"