Printing but not scanning - keeps asking for login details

[elcobb]

Suddenly the scanner stopped working. Printer prints and is connected to WiFI. When try to scan i get a Windows SEcurity HP Smart message that asks for my email and password. After I input them - they are correct - the same windo keeps popping up and then all I can do is exit the HP SMart app. I rebooted my PC, downloaded updated HP softare and turned the printer on and off. Nothing changes. Help! I urgently need to scan some important documents.

[elcobb]

I'd be grateful to get some advice here, have tried everything I can think of and have seen in other responses... but still cannot get HP Smart to initiate a scanning job. Please help!

[Betty0610 · Accepted solution]

@elcobb

Welcome to the HP Support Community.

 Uninstall and reinstall the HP Smart App.

If the issue persists, try these steps:

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue still persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[elcobb]

Many thanks indeed! In the end it was an easy fix - the problem was solved after I uninstalled and reinstalled the HP Smart App. (But I have saved the other instructions just in case :-))

Thank you so much for your help. 

Elaine

[Betty0610]

I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

Have a nice day!:)