Printer won't printer scan now when it used to do it from HP Smart

[wyuna]

All of a sudden my printer won't printer scan.  It says not supported by this product or takes me to a page which says create an account or sign in.  I have an account but when I try to sign in it just takes me back to the HP Smart front screen with my printer details on it.  Most annoying as used to work perfectly!

[sandytechy20]

@wyuna

Welcome to the HP support community.

I understand that you are unable to scan, I am glad to assist you.

Which operating system is installed on the computer to which this printer is connected?

[wyuna]

Hello - apologies for delay - it is connected to my IPad and up until about about a month ago used to scan documents no problem and then just suddenly stopped

[Anand_Andy · Accepted solution]

Hi @wyuna,

Welcome to the HP Support Community

I understand you are facing a scan-related issue with your HP DeskJet 2724 All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better: 

• What is the iOS version on your iPad?
• Have you tried to uninstall and reinstall HP Smart App?
• Are you able to print from your iPad?

While you respond to that, let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

Remove HP Smart App from your iPad: (Image may defer the steps are same)

1. Touch and hold the app.
2. Tap Remove App

.

1. Tap Delete App, then tap Delete to confirm.

• Once the app is removed, go ahead and Update the software on iOS
• Restart your phone and then install the HP Smart app ( Reference Document )
• Once the app is installed try to add the printer and try scanning.

I hope this helps! Keep me posted. 

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!

[wyuna]

My apologies for not replying sooner.  In answer to your questions

• What is the iOS version on your iPad? 15.7.1
• Have you tried to uninstall and reinstall HP Smart App?  Yes
• Are you able to print from your iPad?  Some days and others it has forgotten that there is a printer connected so I have to initiate Add Printer again for it to find it in the app

I also did the power drain and it now looks like it's working - even though it still forgets my printer is attached now and then.  

Thanks for your help - I'll keep this note in case it happens again 🙂

[Anand_Andy]

@wyuna,

That's great! Happy to hear that the issue has been resolved. If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!

[wyuna]

Hello - unfortunately the fix was only temporary - when I switched on the printer again this week same message in HP Smart app - I'll try all the steps again you suggested but not really ideal situation unfortunately 😞

[Anand_Andy]

@wyuna,

Thank you for your response, I really appreciate your efforts. As the issue still persists, I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as 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!