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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).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎09-09-2020 03:52 AM

HP Recommended

@BEYONFRUSTRATED
Thank you for posting back. 

 

Since you have already tried most of the troubleshooting steps to resolve this issue, this sounds like hardware related issue with the HP printer.
I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

 

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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‎10-23-2020 01:50 PM - edited ‎11-05-2020 07:18 PM

HP Recommended

@ECHO_LAKE

 

I have run into the same problem stated by the OP and @beyonfrustrated but the posted solution did not work for me.

 

Some unspecified period of time elapsed after I successfully scanned a document (15 min? 30?).

 

Then the "Smart" app tells me the printer is "Offline." But the printer is on. Windows 10 Printer app knows the printer is there, but suddenly says the driver is unavailable. But it knows the printer's IP address.

I also have tried uninstalling and reinstalling the HP Smart app, because this worked the first time I experienced this problem - about August 2020, after a WIndows 10 patch. It did not fix things this time.

 

I tried powering the printer off and on.

 

I tried unplugging the USB cable and plugging it in. <- Please don't ignore this tidbit. Yes, I use USB when I am printing from my Windows 10 computer, so this is not a WiFi issue.

 

But this simple thing turned out to be the fix:

In the HP "Smart" app, I clicked on the "Printer Settings" tile. It opened up, loaded all the information, and then suddenly, the app shows the printer as "Online" - and I could scan again.

 

"Zed, we have a bug." - Agent K, MIB

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