HP smart scanning screen frozen

[David024]

Hi, I used HP smart to scan from my printer to my MacBook about a month ago, no problem. 

Now when I try, it connects up fine but the scan screen just sits there with a spinning wheel just above the resolution setting box. I can't get it to do anything. I've tried on my MacBook and also on an iMac. I've also tried downloading updates etc. I've uninstalled and reinstalled HP smart. Nothing. Printer is online, computer finds it fine, but I've left it for 20 minutes and still just the spinning wheel. 

I can scan direct from the printer to email, but I can't adjust the resolution that way, which is the primary thing I need to do. 

Any advice very welcome. 

Apologies if this has already been asked somewhere on the forum - I keep getting "link invalid" notices when I try to click through to the main board. 

[Betty0610]

@David024

Welcome to the HP Support Community.

Let's try removing HP Smart App and it's associated files from the Library folder: 1.) Open Finder and click Applications 2.) Move HP Smart App to Trash and clear the Trash. 3.) Open Finder then click Go and Click Home. 4.) Click View then Click Show View Options. Check the box Show Library Folder. The change is instantaneous and the Library folder will immediately becomes visible. 5.) Open Library and Open Application Support, move HP Smart folder to Trash and clear the Trash 6.) Download and install HP Smart App

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!

[David024]

Many thanks for this. So I've followed the first steps, but when I open the library folder there's nothing in there for HP Smart. I deleted and reinstalled the app anyway, but no change sadly. 

[Betty0610]

What is the MAC version on your Computer?

Ensure that the printer is up to date with its firmware and Mac is up to date with its software. If you are unsure you may use the links below to update the printer firmware and Mac software:

Update printer firmware

Update software on Mac 

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!

[David024]

Hi, it's High Sierra, 10.13.6. I'll try updating firmware/software, although I've already done this once.