My scanner "cannot be found" or is "not compatible with HP smart app"

[HaileyM]

Hello, I am trying to scan documents onto my Lenovo computer and the scanner will not connect. I have downloaded the HP Smart app and it tells me that the scanner cannot be found or is not compatible with the app. There should be nothing wrong with the machine, I have kept it in great condition. Please help! 

[Raj_05]

Hi @HaileyM,

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 your HP OfficeJet 4655 All-In-One Printer. Let's go through a few troubleshooting steps to help resolve the issue.

Verify Connections

1. Check Power and USB/Wireless Connection:
   • Ensure the printer is powered on.
   • If connected via USB, make sure the cable is securely connected to both the printer and the computer.
   • If using Wi-Fi, ensure both the printer and your computer are connected to the same network.

Restart Devices

1. Restart the Printer:
   • Turn off the printer, wait for about 10 seconds, and turn it back on.
2. Restart the Computer:
   • Restart your Lenovo computer to refresh the connection.

HP Smart App Troubleshooting

1. Reinstall HP Smart App:
   • Uninstall the HP Smart app from your computer.
   • Re-download and install the latest version from the HP website or the Microsoft Store.
2. Run the HP Print and Scan Doctor:
   • Download and run the HP Print and Scan Doctor utility. This tool can diagnose and fix many common issues.

Check for Updates

1. Update Printer Firmware:
   • Go to the HP website and check if there's a firmware update available for your printer.
2. Update Printer Drivers:
   • Ensure you have the latest drivers installed. You can download the latest drivers from the HP support page.

[Raj_05]

Scanner Settings

1. Check Scanner Settings in the HP Smart App:
   • Open the HP Smart app and go to the scanner settings. Ensure the correct scanner is selected and try scanning a document again.
2. Use Windows Scan:
   • Try using the built-in Windows Scan app:
     • Type "Windows Scan" in the Windows search bar and open the app.
     • Follow the prompts to scan a document.

Advanced Troubleshooting

1. Firewall and Antivirus:
   • Temporarily disable your firewall and antivirus software to ensure they are not blocking the connection.
2. Change USB Port:
   • If using a USB connection, try connecting the printer to a different USB port on your computer.

Manual Scan Method

1. Using HP Scan and Capture:
   • Download and install the HP Scan and Capture app from the Microsoft Store as an alternative scanning software.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support 

[andyp59]

I have exactly the same problem.  It worked perfectly last time I tried to scan a week ago, Looking at the queries  it seems dozens of people have all been scanning happily until about a week ago, so this has to be an HP problem not a laptop, connection issue.  I have the same problem on another laptop. Therefore following the troubleshooting options would seem fairly redundant.  So HP  what is going on...