My HP smart app will not let me scan I get message saying this feature is not supported

[KatWatson]

My HP Smart app will not let me scan. I get a message that says this feature is not supported. I recently updated my internet. My printer is out of warranty. I paid 20.00 to have HP fix it and now the app is not working together! Help

[Sneha_01]

Hi @KatWatson 

Welcome to HP Support Community.

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

I’m sorry to hear you’re having trouble with the HP Smart app after paying for assistance! It’s frustrating when things don’t work as expected. The message saying “this feature is not supported” can be caused by a few different factors, but don’t worry—let’s troubleshoot the issue.

Here’s a step-by-step guide to help resolve the issue:

1. Ensure the Printer is Connected to the Same Wi-Fi Network

• If you recently updated your internet, your printer might have been disconnected or may not be connected to the correct Wi-Fi network.
• Check your printer’s Wi-Fi connection: On the printer’s control panel, check the network status or Wi-Fi settings to ensure it’s connected to the same network as your phone or computer.
• If necessary, reconnect the printer to the new Wi-Fi network by following the printer's Wi-Fi setup instructions.

2. Update or Reinstall the HP Smart App

• Sometimes, the app can have issues after updates. Try updating the HP Smart app:
  1. Go to the App Store (iOS) or Google Play Store (Android) and check for any available updates for the HP Smart app.
• If updating doesn’t work, try uninstalling the app and reinstalling it:
  1. Uninstall the HP Smart app.
  2. Go to the App Store (iOS) or Google Play Store (Android) and reinstall the HP Smart app.

3. Check the Printer’s Compatibility with HP Smart

• Some older printers may not support certain features within the HP Smart app, especially if they were released before the app's latest updates.
• Verify that your printer is compatible with HP Smart:
  • Visit the HP Smart Compatibility page and check if your specific printer model is listed.
  • If your printer is not fully supported by HP Smart, scanning might not work.

4. Check the App Permissions (Mobile Device)

• Make sure the app has the necessary permissions to access your camera or scanner on your mobile device:
  1. On iOS, go to Settings > HP Smart and make sure permissions for camera and photos are enabled.
  2. On Android, go to Settings > Apps > HP Smart > Permissions, and make sure Camera and Storage are allowed.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support