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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).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎05-17-2021 01:12 PM

HP Recommended
Product: HP envy 6000
Operating System: Microsoft Windows 10 (64-bit)

Hi,

 

since last week, the HP smart app closes every time I try to scan a document. The printer is properly set up, I can print, we can scan using our phone app, but the computer app does not allow us to scan.

I have tried uninstalling and re-installing the app, removing and re-installing the printer, nothing helped!

 

What am I missing here? This is extremely frustrating.

 

Thank you in advance.

Category:
57 people had the same question
3 REPLIES 3

‎05-20-2021 01:50 PM

HP Recommended

@afeola

 

Welcome to the HP Support Community.

 

Let's try a firmware update: https://support.hp.com/in-en/document/ish_1776648-1643972-16

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

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‎05-24-2021 03:00 PM

HP Recommended

Thank you for your suggestion, the firmware of the printer is up to date and nothing has changed with the issue.

I can scan using the app from a phone, but not from my HP spectre laptop.

afeola_0-1621890020058.png

 

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‎05-24-2021 04:44 PM

HP Recommended

I also completed the firmware update with no resolve.  The can will work on my personal computer but not oh my work computer. 

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