Problem trying to scan using app HP Smart

[Alo60Pri64]

I am on Windows 10 and use the all-in-one device HP Officejet Pro 6830. I have 4 users on this PC.

Three of them manage to scan documents using the app HP Smart. The fourth one however, after clicking

on the Scan button within that app, gets the message: The Scan functionality is not available at the moment.

I tried several times with the same result. I also tried to uninstall and reinstall the app, uninstall and reinstall

the device, restart the computer, switch off and on the device: same result. Note that this user manages to

scan on the same PC and with the same device using the Windows Fax and Scan app. Because the problem

occurs only to one user, hw problems should be excluded. It looks like a sw problem related only to that user. Anybody having experienced such a problem? Any suggestion? Thanks

[Dragon-Fur]

@Alo60Pri64 

Some ideas - check through then decide.

Were it me, I'd start by making sure the Firmware is current...

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Try changing the printer connection type to TCP/IP.

Hand's off approach

Offline Doctor V5.0.6

  HPPSdr_5.0.6.exe

• Download and Save the doctor to your computer
• Open File Explorer > Navigate to the folder in which you saved the file (likely Downloads)
• Execute the doctor – Answer any prompts /  let the process complete
• Restart the computer, log in, and wait for the final steps in the Doctor to finish.
• Check for any difference.

Original Notes – Contributed by ShlomiL

Paraphrased

Connection Issues

• Print and Scan Doctor Version 5.0.6 creates a secondary queue for printing with TCP/IP port.

After the Offline Doctor completes…

Verify / Adjust the “Default” printing device (Default Printer)

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

OR

Open Control Panel > icon view > Devices and Printers > Right-Click on printer > Set printer as Default

NOTES – Selecting Default Printer 

1. Do not select the printer marked as “Scan Only / DO NOT DELETE”
2. Do not select the printer marked as “Fax”

Example Default Printer:  Set “Default” Printer = HP OfficeJet Pro 9020 series PCL-3 (Net)

Reference:  HP Printers - Printer is Offline (Windows) > Step 2: Manually set the default printer

OR manual TCP/IP setup...

Method - Create TCP IP port

Find printer's IP /  IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on Printer Control / Display Panel

Control Panel > icon view > Devices and Printers

 Right-Click on the printer > Left-Click Printer Properties

 Select Tab Ports  > Add Port

 Select Standard TCP/IP Port > New Port and follow the wizard.
 Use / Enter IP address for the printer.

Example - How-to “Create TCP Port” Contributed by greenturtle

Video:  Create & Use TCP IP port
“Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)”

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What else?

It is possible there is some sort of "glitch" in the one user's account that has damaged his using the app from his account.

Try creating a new account.

See what happens there...

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What else?

Important Firmware Update

HP Officejet 6810/6820/Pro 6830 All-in-One Series - Firmware 

If the printer is on the network, use the Embedded Web Server (EWS) to check the firmware version

Open your favorite browser > type / enter Printer IP address into URL / Address bar

Tab Tools > Printer Information

Example - EWS - Extract the firmware version from the full firmware version information.

Reminder:  The example is NOT intended to show your printer's firmware version

Firmware Version

MANHHIPP1N001.2010A.00

OR

Can't use EWS?

Print a Printer Status or Network Configuration report.

Printer Reports: Network Configuration, Self-Test, Status Page

What else?

Full Feature Software includes "scan" (HP Scan)

HP Officejet Pro 6830 e-All-in-One Printer series Full Feature Software and Drivers 

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Alternate Scan Software...

What else?

In case nothing works to make stubborn HP Smart work for this user - for the moment, consider this application (it is a bit better than plain old windows fax and scan):

HP Scan and Capture - Microsoft Store (formally Windows Store) - Requires Windows 8 or higher

• Download-Save-Install   HP Scan and Capture

Examples

Scan_and_Capture_Settings_Printer_Select_1Scan_and_Capture_Document_Settings_1Scan_and_Capture_PreferencesScan_and_Capture_0A

What else?

 Paint (mspaint) can be used to scan (and print, too).

Printer  Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, User Guides / Manuals, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP Officejet Pro 6830 e-All-in-One Printer series 

Thank you for participating in our HP Community.

We are a volunteer community workforce dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the help.

If the answer helped resolve your issue, Click "Accept as Solution" .

[Alo60Pri64]

Thanks a lot  for your suggestions. I have tried them all.

Concerning the app HP print and scan doctor, I already tried it before, but no problems had been detected.

As a matter of fact, the user having problems with scanning from HP Smart can normally print.

That's why I do not believe it is a hw nor a firmware problem, otherwise the same problem would occur to all

users. I repeat: only one user has the problem, it affects only the scanning and only with the app HP Smart. Therefore I would tend for the "sort of glitch" explanation. I hope someone can help me to identify the glitch.

Thank you for the suggestion of using HP scan and capture as workaround: it is indeed better than windows

fax and scan but still worse than HP Smart (e.g. not possible to cut scanned pages or free rotate).

I would still prefer using HP Smart for all users and therefore try to understand where the glitch would be.

[Dragon-Fur]

@Alo60Pri64 

You are welcome.

I understand that one user has the issue.  I agree  the issue is not caused by printer hardware or printer firmware.

You may have to dig at this a bit to find the underlying cause of this account's problem.

One user of several on the same system might indicate something (is going on) in that user's account.

If the user has not done so, you might have him clear his Temp folder in his account.

You could always first make a backup of anything you intend to remove.

Clear HP / files in Temp folder

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (Ignore files that cannot be removed)

How-to: Clear HP Printer mention in AppData\Local\HP

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Backup "not enough"?

If you are hesitate to remove everything from the Temp folder for fear of disrupting the rest of the user's environment, sort the contents of the folder by date - check the files / folders manually that have landed in the folder since the issue started.

What else?

If you have not done so, it might still be useful to create another account and have that user try using it to print - you will have to do some back-work to copy enough data from the user's original account to the new account to provide easy access to at least a couple of test files.  Don't move too much - IF the hypothesis is correct, moving too much data before testing might interfere with the results.

If I have anything else to add, I will post back.

Another Expert might "see" what is wrong and be able to assist.

Thank you for participating in our HP Community.

We are a volunteer community workforce dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the help.

If the answer helped resolve your issue, Click "Accept as Solution" .

[Alo60Pri64]

Many thanks again for the suggestions.

I tried to clean the Temp directories, but no change.

Then I created a new account, installed and started HP Smart from that account, added my all-in-one printer

and tried to scan. The following happened:

1) Click on Scan. A mask appears asking me to login into a HP account. I do not want (why should I just to scan

a document?) and click on close. The mask cloeses but the app goes back to the home page without doing anything. Tried again, same result.

2) Click on Scan. The same mask as before appears but now I decide to login (just to see the difference). After logging in, magically the scan mask appears and I can scan !!!!

3) I log out and in again as the same new user, repeated exactly point 2 above and now it says that the

scan functionality is not available. Tried several times, same result.

I give up. It looks pretty much like a bug in the app. Under some circumstances the scan mask appears,

under other circumstances it say that the functionality is not available. It smells pretty much like a timing

problem: the sw tries to establish a connection to the device but sometimes it gives up too early (the

connection is there: if I try to print it works, if I ask for the status, the full status is shown).

This would however not explain why  the problem occurs for some users and for others not, but often

timing problems are quite tricky and it is just enough that some user has more or less background

activities than others to affect the behavior of an app.

Please note also ( I forgot to mention before) that in the past I had a workaround for the user affected by

the problem. It was enough to right click on the device symbol and select "remove the device" and then

fresh add the device again. After doing so, the scan mask appeared and also that user could scan.

However after the most recent installation, that workaround has no effect any more.

I think the best way to proceed would be to issue a ticket to HP, as I am pretty much convinced that it is

a sw bug in the app. I do not know how and I do not know how (fast) they react.

[Dragon-Fur]

@Alo60Pri64 

As of the current release of HP Smart Windows / Mobile at this writing:

• HP Smart for Windows does require the user to log in using his HP Smart / HP Connected login credentials.
• There is no work around for this - the requirement seems to have been a change in the recent update of the application.
• I have had to do sign-in and stay signed in on both HP Smart for Windows and HP Smart Mobile (for using with iPad Pro / iOS 14.x)
• No, there is no way to "go back".  In other words, the HP Smart application is not available in an "older" release.

HP Smart / HP Connected Login

Click Flag to switch to your region

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I will forward your comments - we don't have a "ticket" system - we are a peer-to-peer user community.

Nonetheless, the concern will be checked.

Should there be a response, you will hear back on this thread before anyone contacts you using other means.

Thank you for participating in our HP Community.

We are a volunteer community workforce dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the help.

If the answer helped resolve your issue, Click "Accept as Solution" .

[Alo60Pri64]

Thank you.

Two further notes, hopefully useful:

1) All my accounts use HP Smart version 121.1.192.0

2) Users not encountering the problem do not need to login into a HP account to get the scan functionality to work.