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Guidelines
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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Locked

‎02-06-2025 11:51 AM

HP Recommended

I have a HP envy 6020e and am no longer able to scan anything. 

 

Category:
1 REPLY 1

‎02-12-2025 07:01 AM

HP Recommended

Hi @Cookieboo-17_ 

 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

 

I'm sorry to hear that you're having trouble scanning with your HP Envy 6020e printer. Let’s work through some troubleshooting steps to help get scanning back up and running.

1. Check Printer Connection

  • First, make sure the printer is properly connected to your computer or Wi-Fi network if you're using wireless scanning.
    • USB connection: Ensure the USB cable is securely plugged into both the printer and the computer.
    • Wi-Fi connection: If you're scanning wirelessly, check that both your printer and computer are connected to the same Wi-Fi network.

2. Check for Error Messages or Alerts

  • Look at the printer display screen for any error messages or alerts (such as a paper jam or low ink) that might be preventing scanning.
  • If there is an alert, resolve the issue first and try scanning again.

3. Restart Printer and Computer

  • Sometimes, simply restarting both the printer and computer can resolve scanning issues.
  • Turn off your printer, wait for a few seconds, and turn it back on.
  • Restart your computer to clear any software or communication glitches.

4. Ensure the Printer Drivers and Software Are Up to Date

  • Outdated printer drivers or software can prevent the scanner from working correctly.
    • Go to HP's website and download the latest HP Smart app or the HP Scan and Capture software for your printer model.
    • After downloading and installing, check if the scanning function is restored.

5. Check HP Smart App or HP Scan Software

  • If you are using the HP Smart app or HP Scan software to scan:
    • Open the HP Smart app (or the HP Scan and Capture software) and select Scan.
    • Make sure the correct scanner is selected. If you see the printer listed but not selected, choose it.
    • Also, make sure the scan settings (e.g., color, file type) are configured correctly

 

I hope this helps.

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

.
Sneha_01- HP support
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