My computer says it is unable to connect to the scanner in my printer

[Debbie666]

HP Smart app unable to connect to hp printer to scan

[VikramTheGreat]

Hi @Debbie666,

Welcome to the HP Support Community.
 

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

I understand you're having trouble scanning with your HP OfficeJet 8014e All-in-One Printer using the HP Smart app, even though your computer is detecting the printer.

This issue typically occurs due to network communication errors, outdated software, or scan services not running properly. Let’s walk through the steps to resolve this.

Step-by-Step Troubleshooting

1. Restart Devices

• Turn off the printer and unplug it for 30 seconds.
• Restart your computer.
• Turn the printer back on, reconnect to Wi-Fi, and wait until it’s fully idle.

2. Check HP Smart App Connection

• Make sure the printer is listed in HP Smart.
• If it shows "offline" or can’t connect:
  • Click Add Printer and re-add it manually.
  • Ensure you are on the same Wi-Fi network as the printer.

3. Use HP Print and Scan Doctor (Windows only)

• Download from: Official HP Print and Scan Doctor for Windows | Free Download hppsdr.exe
• Run the tool and follow the prompts to fix scanning issues.

4. Re-add the Printer in HP Smart

• Open the HP Smart app.
• Click the printer icon > Remove Printer.
• Then click Add Printer and follow the steps to reconnect.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support