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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎12-07-2021 10:57 AM

HP Recommended
Product: Dell/HP Envy 4500
Operating System: Microsoft Windows 10 (64-bit)

Installed HP Smart on my new Dell Laptop and used it to (remotely) scan a document.

 

Tried to save the document in PDF Format (filename showing and saved) however on trying to leave HP Smart was informed that the file had not been saved and if I exited the app it would be deleted.

2021-12-07_17-45-07.png

 

2021-12-07_17-44-02.png

Tried to open the "saved" file in Adobe and received the following....

2021-12-07_17-53-29.png

 

I seem to be going round in circles - deleted the app, reinstalled the app etc, etc!

 

Printer is HP Envy 4500

 

Any help would be appreciated.

Category:
5 REPLIES 5

‎12-10-2021 02:57 PM

HP Recommended

@Freda_Checks

 

Welcome to the HP support community.

 

I understand that you are unable to save PDF files, I am glad to assist you.

Did you uninstall the printer driver from the root level before installing the new driver?

If not, follow these steps:-

Perform root level uninstallation to remove all the printer related software's.

  • In Windows, search for and open Programs and Features.
  • Select your HP printer.
  • Select Uninstall.
  • In Windows, search for and open Devices and Printers.
  • In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
  • Open up the run command with the "Windows Key + R" key combo.
  • Type printui.exe /s and click OK.
  • Click on Drivers tab.
  • Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
  • Select OK.
  • Remove all instances of the same.
  • Select Apply and OK on the Print Server Properties windows.
  • Close Devices and Printers. 
  • Restart the PC again.

Download and install the printer using the HP Smart app

Click here to download.

 

Keep me posted.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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‎12-22-2021 03:37 AM

HP Recommended
Hi SandyTech, went through your convoluted instructions and the same result!
2021-12-11_HP Smart not saving pdf.png
It saved my file which would not open with Adobe (or any other pdf app).
 
Any other ideas please....
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‎12-24-2021 12:44 PM

HP Recommended

@Freda_Checks

 

This might require one on one interaction to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

Cheers.

Sandytechy20
I am an HP Employee

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‎02-06-2022 10:26 AM

HP Recommended

Did not solve this problem in December...........

 

However just tried again and find that I am unable to save scanned documents as JPG nor PDF!

 

Have deleted printer installation and reinstalled drivers! HP Smart not very smart!

 

Please advise.

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‎02-06-2022 11:34 AM

HP Recommended

I have spent a lot of time trying for a solution today and find that I have been trying to save to a virtual drive (Box where I keep most of my stuff). Did not work!

 

However when I saved to Downloads or Desktop for example - it worked!

 

I was able to save scans to my virtual drive in Dropbox OK.

 

So it seems that saving to Box does NOT work! (Box.com)

 

Needs working on, please!

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