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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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HP Recommended
Microsoft Windows 11

My OfficeJet Pro 8020 series (model 8028) seems to communicate with my laptop and will print documents.  However when I attempt to scan documents from the printer it says the computer is not connected.  When I attempt to scan from my laptop via the HP Smart App it tells me thsa "scanning is unavailable".  When I check printer status via the HP Smart App it says the printer status is unknown.  It says it is installed, the connection is active and the IP address shown is the correct IP address shown on the printer itself.

 

Why are the printer and computer connecting for scanning???

1 REPLY 1
HP Recommended

Hi @BPCJR ,

 

Welcome to HP Support Community.  

 

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


There are several potential reasons why your OfficeJet Pro 8028 may be having trouble scanning and communicating with your computer. Here are some steps you can take to troubleshoot the issue:

Check Connection:

  • Verify that the printer is connected to the same network as your computer. Ensure that the Wi-Fi connection is stable.
  • Restart both your printer and your computer.

HP Smart App:

  • Make sure you have the latest version of the HP Smart App installed on your computer.
  • Try uninstalling and reinstalling the HP Smart App to ensure you have a fresh installation.

Driver Issues:

  • Ensure that you have the latest printer drivers installed on your computer. You can download the latest drivers from the HP website.
  • Check for any pending Windows updates and install them.

Firewall and Antivirus:

  • Your firewall or antivirus software might be blocking the communication between the printer and the computer. Temporarily disable the firewall and antivirus and check if the issue persists.

Network Issues:

  • Check if there are any network-related issues that might be causing communication problems. This includes checking for IP address conflicts.
  • Ensure that the printer's IP address is static or reserved to prevent it from changing.

HP Print and Scan Doctor:

  • HP provides a tool called "HP Print and Scan Doctor" that can automatically diagnose and resolve printing and scanning problems. Download and run this tool to see if it identifies and fixes the issue.

Reinstall HP Smart App:

  • If the HP Smart App is still not working after reinstalling, try using alternative scanning software on your computer to check if the issue is specific to the HP Smart App.

Check Printer Settings:

  • On the printer, ensure that the scan settings are correctly configured. Some printers may have specific settings that need adjustment for scanning to work properly.

 

I hope this helps. 

 

Take care and have a good day.-

 

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


A_Gayathri
HP Support Community Administrator.
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