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‎05-11-2021 09:17 PM - edited ‎05-11-2021 09:27 PM

HP Recommended
Product: HP LaserJet 500 colorMFP M570dn
Operating System: Microsoft Windows 10 (64-bit)

HP Scanner Problem.pngStarting yesterday, all 3 of our M570dns won't scan from the desktop using the Windows 10 HP Smart scanner app.  When I click the scan button on the scan screen, I get an error message "Scanner Not Found", "The device could not be reached".  When I look at the web interface for the scanner, the status for the particular scanner changes from "Ready" to "Scanning to computer".  I can print to the printer.  I can get to the web interface.  I was already running the latest firmware.  The version of HP Smart is 127.1.115.0.

 

All the printers are plugged in by hardwired network.  They've been working pretty flawlessly for a year or so.  Nothing has changed.  I've done the procedure I found here that said to pull the power while the printer is powered up, hold the power button for 15 seconds, then plug back in.  I've updated the Windows drivers and software.

 

Thanks in advance for any help I can get.

 

Jim

 

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Category:
1 person had the same question
9 REPLIES 9

‎05-11-2021 09:54 PM

HP Recommended

Download the HP Scan Doctor. Very possible that a recent Windows Update has thrown a wrench in things.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



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‎05-11-2021 10:03 PM

HP Recommended

Thanks for the quick reply.  I've done that a couple of times from multiple machines to all of the printers.  Same results: "Failed to communicate with selected product".  Even though the web page is still accessible and I can still print.

 

JJLTech_0-1620792146303.png

 

 

 

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‎05-14-2021 10:12 AM

HP Recommended

It appears HP Smart has broken scanning on older devices. I have two clients both can no longer scan after update to HP Smart 127.1.115.0

 

I cannot find any version history or way to downgrade the app.

 

Currently down on a CM1415 and another older HP model.

 

If they are dropping support for older models a notice would be helpful.

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‎05-14-2021 07:58 PM

HP Recommended

It would be nice to know if this is intentional or accidental and which models are impacted.  I think that since the HP Smart app is a Windows 10 app, it's probably being updated automatically and without consent and can't be downgraded.  It would be nice to be able to install a previous version to see if scanning starts working again.

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‎05-20-2021 06:16 PM

HP Recommended

Same thing just happened to us with a HP Laset Jet MFP M177fw

 

Has been working flawlessly for years. Then, out of the blue, the scanner function just stopped working. What's weird is that the scanner is physically scanning the page, but the printer is not sending the resulting scan back to the computer. Getting the "Scanner Not found error" instead.

 

Is HP monitoring this forum? Is there any way to fix this?

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‎06-09-2021 01:25 PM

HP Recommended

I've got the same issue with a CM1415fnw.  Super annoying!  It works with the iPhone app still.  Just can't scan from Windows or Adobe Acrobat. 

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‎06-09-2021 02:43 PM

HP Recommended

Same issue on the CM1415fnw in macOS Big Sir 11.4. Windows 10 with latest build does not work. It still works on Windows 10 pre May 2020 for me on an old machine I haven't updated yet.

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‎06-09-2021 05:24 PM

HP Recommended

Hmm I'm wondering if it's related to:

Windows 10 latest May build disabling 

"guest" SMB access is disabled.  I will try the regedit tonight. 

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‎06-11-2021 03:04 PM

HP Recommended

Ran into this issue today.

 

HP Scan works fine.

 

HP Smart, with the scan button locks up the printer, you have to reboot the printer to make things sane again.

 

HP, you need to update your Printer and Scan Doctor to detect/fix this issue, clearly there is an issue here.

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