HP smart app can't scan anymore

[Eirinn]

Hello,

I'm usually using my HP Color laserJet Pro MFP M177fw to scan document over a wifi network.

The printer works normally, but when I try to scan I receive the error "scanner not found". At the same time anyway the scanner is doing its stuff and previewing/scanning, but of course no result on the HP smart app is shown. If I use the scanner app from Microsoft the scanner is working normally.

Is there a way to fix this issue?

[praveenbv]

HI@Eirinn, Welcome to the HP Support Community!

This is a great place to get support, find answers and tips, Thank you for posting your query, I'll be more than glad to help you out .

I understand that you're experiencing scan communication errors when attempting to scan from your HP LaserJet Pro MFP M177fw Printer to your Windows 10computer. I would like to assist you today with resolving this issue. 

Please make sure that the printer is connected directly to the wall outlet and not to the surge protector.

Perform a Hard reset on the printer,

* With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

* Remove USB cable, if present.

* Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

* Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

* Turn on the printer and wait till the warm-up period finishes and the printer is idle.

* Now try to print a test page and check if it works.

Let’s first try and make a “photocopy” to determine whether the issue is with the printer or not. Place a document on the scanner glass and choose the “Copy” option. If the printer is making a good copy, then the printer hardware is fine.

If you’re running Windows, I would start by checking the installed printer software by downloading and running the HP Print and Scan Doctor. This tool can diagnose and fix many printing and printer software-related issues. Please use this link to help you with that information: http://hp.care/2biN2XE

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! 

[Eirinn]

Hello, 

I haven't solved the issue following your steps. The scanner is working correctly, I can make copies and even using other 3rd party scanning apps (the one provided by microsoft) except for Hp smart. I tried also by reinstalling the printer drivers and everything is working OK with the "base" applications bundled with the drivers. I removed and reinstalled the Hp smart app and found out that in addition to the scanner installed with the drivers, the app adds a second scanner to the system, both are detected by the Microsoft scanner app, so I can choose which one to use. The scanner works with the drivers installed by the driver package, but not with the one provided by the Hp smart app. Unfortunately one cannot choose the driver used by the Hp smart app, or I don't know if the Hp smart apps needs to use the Web apps to work. Anyway this is what I've found. Any recommendations? 

[praveenbv]

HI@Eirinn,

Those are 2 apps that work for the HP laserJet printer 

I hope that answers your query. If it did, simply select "Accept as solution", to help the community grow and if you wish to thank us for our efforts, click on the thumbs up for kudos. 

Have a great day ahead. 

[Eirinn]

Hello,

No that doesn't answer my question. That's a workaround viable only on PC. On the phone  (android HP smart) the same issue remains. I'm looking for a solution within HPsmart. 

[praveenbv]

Hi@Eirinn,

May be uninstalling and reinstalling HP Smart App installing  HP PRINTER SERVICES Plugin or use (Samsung Mobile Print  based on the model of the phone )

Hope that answers your question and you have a great day!

[Eirinn]

Reinstalling HP smart app and HP printer service didn't help.

[praveenbv]

Hi@Eirinn,

`We have done the basic troubleshooting as per the document and the Printer needs to be checked taking remote access .

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.