Scan Sporadically Working OfficeJet Pro 9120e

[HoldenTYYC]

When using the scanning feature wirelessly, the copies sometimes comes to our devices. It is so sporadic that there is no pattern we can find. 

Troubleshooting says there are no problems. 

What is the next step in fixing this? 

[A_Gayathri]

Hi @HoldenTYYC ,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP OfficeJet Pro 9125e (or 9120e) where scanning works sporadically on Windows 11, here are a few steps you can try to troubleshoot and resolve the issue:

1. Check Wireless Connection

• Ensure that both the printer and your device are connected to the same Wi-Fi network. Sometimes, a weak or unstable connection can cause scanning to fail intermittently.
• Try restarting your router to refresh the network connection.

2. Update Printer Firmware

• Outdated printer firmware can cause connectivity or functionality issues. Check for firmware updates:
  • On the printer, navigate to Settings > Printer Maintenance > Update the Printer.
  • Alternatively, use the HP Smart app or the HP support website to check for updates.

3. Reinstall HP Smart and Printer Drivers

• There could be a corruption in the HP Smart app or the printer drivers. Uninstall both the HP Smart app and printer drivers, then reinstall them:
  • Uninstall HP Smart via Settings > Apps > Apps & Features.
  • Uninstall the printer driver in Control Panel > Devices and Printers, right-click on the printer and select Remove Device.
  • Reinstall the HP Smart app from the Microsoft Store and download the latest drivers from the HP website.

4. Check for Network Interference

• Wireless interference can cause sporadic issues. Ensure the printer and devices are not too far from the router and are placed in areas with minimal interference (avoid obstructions like thick walls).

5. Reset Network Settings on Printer

• If the wireless connection is unstable, try resetting the network settings on the printer:
  • Navigate to Settings > Network > Reset Network Settings on the printer.
  • After resetting, reconnect the printer to your Wi-Fi.

6. Test with a USB Connection

• To rule out network issues, try connecting the printer directly to your computer via USB and test the scanning functionality. If it works fine over USB, the issue is likely with the wireless connection or settings.

7. Run HP Print and Scan Doctor

• Use the HP Print and Scan Doctor tool to diagnose and fix issues:
  • Download the tool from the HP Support website.
  • Follow the prompts to run the diagnosis for any scanning-related issues.

8. Check for Windows 11 Updates

• Ensure your Windows 11 system is fully updated, as certain updates can resolve compatibility issues with printers.
  • Go to Settings > Update & Security > Windows Update, and click Check for updates.

9. Check Printer Settings

• Ensure the scanning settings on the printer are correct and not causing any interruptions:
  • Go to Settings > Scan > Scan to Network Folder and make sure it’s set up correctly.

I hope this helps. 

Take care and have a good day.

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