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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).
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‎07-11-2020 10:35 AM

HP Recommended

I bought a new HP printer, and had lots of files stored in my HP Smart files on my iMac. I wanted to start my free trial of Instant Ink, but the HP Smart app just kept freezing. I deleted the app and reinstalled it, but now all my files have disappeared. Some were very important to me. How can I get them back, please??

 

Angela-R

2 people had the same question
5 REPLIES 5

‎07-12-2020 09:01 AM

HP Recommended

Hi @Angela-R

 

Welcome to the HP Support Community.

 

What kind of files were stored?

 

Where exactly were they stored?

 

Are you referring to the scanned documents?

 

 Keep me posted. 

 

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‎07-12-2020 09:21 AM

HP Recommended

Hi @Jay_G24

 

the files I have lost are a real mixture - PDF files I have downloaded from websites (some of which I paid for) as well as scanned photos and documents. There were about 40 files in the HP Smart folder of my iPad. That folder now says it has zero files, and the “recently deleted” folder is empty too.

 

regards, Angela

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‎07-12-2020 10:42 AM

HP Recommended

Have you turned back up to cloud on?

 

 

 

Keep me posted!

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‎07-12-2020 03:44 PM

HP Recommended

I was not using the Cloud, sorry

 

Angela

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‎07-13-2020 05:25 AM

HP Recommended

We will not be able retrieve the files, the files were deleted from your phone when you had uninstalled the app as they were not backed up to cloud. 

There is no way we can retrieve the files.

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