HP Smart doesn't scan

[kaelya]

Hello,

I just installed an HP Envy 6230 printer.
It is connected via wifi and the HP Smart application is installed.

Printing works fine, but cannot scan through the app or even from the printer!

Scanning via Windows (in wifi) works. I tried the HP Doctor which tells me to install HP Scan, and it actually works.

But I wanted to know why from HP Smart "A problem with the scanner is detected".

I went from HP Smart in Advanced settings / Settings / Security / Administrator settings / and checked "Web scan from EWS"

Anyway, I can scan, but I would like to understand why I can't do it from HP Smart? Having 2 software for a simple printer bothers me ...

Thank you in advance for your help !

[Kumar0307]

@kaelya, Welcome to the HP Support Community!

Have you tried reinstalling the HP Smart app?

Check for any pending windows updates on the PC and reinstall the app.

1. Place the item you want to scan on the scanner glass or in the automatic document feeder (ADF) tray.

2. Tap the Printer Scan tile.

   

3. Tap the Settings icon  to select the input source, color or black and white, and resolution.

4. Tap Scan.

5. For multi-page scans, tap the Add Pages icon , and then repeat these steps with another item.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[kaelya]

Hi, 

Yes I uninstalled / reinstalled HP Smart as well as the printer but still cannot scan through the app.

On the other hand, via windows scanning, it works perfectly. The scanner function of the device is working.

On the application I have the error message: "A problem related to the scanner has been detected. Restart the printer and try again. If the problem persists, visit the HP support site."

Obviously, restarting the printer does nothing. Scan does not work from the printer or the HP Smart app.

No update available, for computer or application.

Thanks again (and sorry for my english)

[Kumar0307]

@kaelya

Your English is just fine. This clearly is an issue with the HP Smart app. As you have already tried reinstalling it and the issue persists, I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Technical Support team in your region for further assistance. 

Keep me posted for any other assistance.