HP Smart window closes while scanning multipage document

[stevecbanks]

While I am manually scanning a multipage document using HP Smart, the HP Smart closes (disappears) after a random number of pages - the last time it was five. I am running Windows 11 on an HP Envy notebook.

[Dragon-Fur]

@stevecbanks 

Update / Edit

Add another "possible" cause

It is possible that the printer ran out of resource / memory - this is hard to detect unless the printer is bright enough to tell you what happened.

Printer MIGHT complain of low memory - or it might just "stop" doing what ever it was doing at the time and collapse into a heap.

Original Content

Not sure, though the source of the problem might have something to do with available resources.

Scanning is network intensive - if your network is busy, not up to the task, or otherwise "not dealing with it", scanning can have trouble with time-outs and dropped connections.  One or more tasks might balk, stall, or "just drop".

For the same reason - scanning pulls a bit of resource from the device that you are using to conduct / run the job.  For example, if the computer is busy doing other tasks, and your memory or cpu is not able to provide the resources necessary to keep the job running, then the connection to that job might fail.

I've seen reports that the "add page" sequence is "too quick" and quits out from under people trying to switch papers to / from the printer for the manual scan task.  This doesn't seem to apply in your case, else the job would at least continue to the next step (print / save / share, for example).

Very rare - and content dependent:  IF the scan job contains "not allowed" content, the job might stop.  What is not allowed?  We don't have access to all that the printer might prevent (HP knows what printers "will not do") .  We do know this one:  Copying or scanning currency at actual size is illegal - printer is likely to balk, stop, refuse.  What?  You can scan Monopoly money, you cannot scan or copy legal tender at actual size (at least) - doing so is linked to counterfeiting. 

Suggestions - one or more of:

• Check that resources you need are available in the network and on the computer.  For example open the Task Manager / Resource Monitor and keep track of what is going on during the scan operation.
• Check Windows Updates for new updates - install if found
• Check that Windows Updates is not "pending" a Restart for partly installed Updates - this "half-way" there condition can cause odd behavior.
• You could try restarting everything, including the router that controls your network
• Uninstall the printer software > Restart the computer and log in > Install a fresh copy of the Full Driver printer software
• Change the printer connection to TCP/IP

Windows

If you have installation, offline, or port issues, assign a TCP/IP port for the printer.

Also try for loss of color print options.

Method – 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

When printing, Select / Use this “added” printer to print your document / content

Reference

HP Printers - Installing and Using the Windows Built-in Print Driver

Or (same thing)

HP printer setup (Windows built-in driver)

OR

Method - Create TCP IP port (InkJet Printer)

Find printer's IP /  IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on Printer Control / Display Panel

Control Panel > icon view > Devices and Printers

 Right-Click on the printer > Left-Click Printer Properties

 Select Tab Ports  > Add Port

 Select Standard TCP/IP Port > New Port and follow the wizard.
 Use / Enter 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)”

References / Resources

HP Easy Start Printer Setup Software 

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, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP OfficeJet Pro 6968 All-in-One Printer 

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Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[stevecbanks]

Thank you for your prompt and thorough reply. You mentioned resources, so I tried two things:

• I lowered the resolution from 300dpi to 150dpi
• HP Smart and Task Manager were the only two apps I had running

At the end of scanning each page, and when I rotated each page from portrait to landscape, the CPU and Memory figures in Task Manager for HP Smart went to high (orange) and the Power usage figure went to very high (red), but if I waited a few seconds they returned to low. I was able to scan my 11-page document into a single PDF without HP Smart closing.

I did not try the other changes you recommended, but I will keep them on file. Thanks, and I will close this problem.