HP Smart does not save the scanned file

[IgorG7]

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.

[Dragon-Fur]

@IgorG7 

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.

 Printer Product Home

 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"

[IgorG7]

@Dragon-Fur

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

[Dragon-Fur]

@IgorG7 

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"

[JohnG0814]

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.

[JohnG0814]

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.

[Dragon-Fur]

@JohnG0814 

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"

[JohnG0814]

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. 

[IgorG7]

@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

[Dragon-Fur]

@IgorG7 

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"