Printer is visble in HP Smart App. I can print, but can't scan. Please hel!

[DH215]

I have no issues with printing; however, I'm unable to scan documents using HP Smart. The printer is visible, but doesn't display the green check mark indicating it's online. 

[A_Gayathri]

Hi @DH215,

Welcome to The HP Support Community.  

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

I understand the issue might be related to the scanner connectivity or settings within the HP Smart app. Here are a few steps you can try to resolve this issue:

Restart Devices:

• Printer: Turn off the printer, wait for about 30 seconds, and then turn it back on.
• Computer: Restart your computer to ensure any temporary issues are cleared.
• Router: If your printer is connected to the network, restarting your router can sometimes help.

Check Network Connection:

• Make sure your printer and computer are connected to the same Wi-Fi network.
• Check the printer’s network settings to ensure it is connected to the correct network.

Update HP Smart App:

• Ensure you have the latest version of the HP Smart app installed. Sometimes updating the app can resolve connectivity issues.

Reinstall HP Smart App:

• Uninstall the HP Smart app from your computer.
• Restart your computer.
• Reinstall the HP Smart app from the Microsoft Store (for Windows) or App Store (for macOS).

Check Scanner Settings:

• Open the HP Smart app and go to the "Printers" section.
• Click on your HP OfficeJet Pro 8710 and check if there are any settings related to scanning that need adjustment.

Update Printer Firmware: HP DeskJet 2755e All-in-One Printer

• Check if there’s a firmware update available for your printer. You can usually do this through the HP Smart app or by visiting the HP support website.

Run HP Print and Scan Doctor: HP Print and Scan Doctor

• HP offers a diagnostic tool called HP Print and Scan Doctor that can help identify and fix scanning issues. You can download it from the HP support website.

Check Firewall/Security Software:

• Sometimes, firewall or security software might block the communication between your computer and the printer. Ensure that the HP Smart app and related services are allowed through your firewall.

Refer to this document: HP OfficeJet Pro 8710 All-in-One Printer series - HP Support User manual

I hope this helps. 

Take care and have a good day.

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