Scan feature using HP Smart is unreliable. Preview always works, Scan does not show image always.

[jpjjrd]

I am using a Lenovo laptop with Widows 11 installed. I am trying to scan old and new family photos into albums on the computer. I have tried calling support no four times the last rep  installed HP 6400 Envy Printer Assistant. That works but only has a resolution of 300 DPI max. Some of my pictures have good quality and I want to save that. HP Smart allows higher resolution. Just as a note. This is a replacement printer 3 weeks ago as my other printer stopped printing. I don't remember scan issues with it but it had been awhile.

[Gaya1239]

Hi @jpjjrd ,

Welcome to HP Support Community.  

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

It's unfortunate to hear that you're experiencing scanning issues with your HP ENVY Pro 6455 All-In-One Printer using HP Smart on Windows 11. Here are steps you can try to troubleshoot and improve the reliability of the scanning feature:

Update Drivers and Software: Make sure that you have the latest drivers and software installed for your printer. Visit the HP official website and download the latest drivers and HP Smart software compatible with Windows 11.

Check for Windows Updates: Ensure that your Windows 11 operating system is up-to-date. 

Reinstall HP Smart: Uninstall HP Smart from your computer and then reinstall it. This can help to resolve any software glitches that may be affecting the scanning function.

Check for Antivirus Interference: Some antivirus programs may interfere with scanning processes. Temporarily disable your antivirus software and see if the issue persists. If scanning works without the antivirus enabled, you may need to configure the antivirus settings to allow HP Smart to function properly.

Adjust Firewall Settings: Ensure that your firewall settings are not blocking HP Smart from accessing your printer. You can check the firewall settings in the Windows Security Center.

Use HP Print and Scan Doctor: HP provides a tool called "HP Print and Scan Doctor" that can automatically diagnose and resolve printing and scanning problems. Download and run this tool to see if it can identify and fix any issues.

I hope this helps. 

Take care and have a good day.-

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[jpjjrd]

Thank you for your reply.  The drivers and software have been updated and checked several times be HP tech support.  They also downloaded and used several print support programs. So far I still have the same issue. I want to scan using Hp Smart at 600dpi. It fails most of the time. I have recently found Microsoft Scan works everything but is not as user friendly.  HP'S help or apps are not working...  Jim

[jpjjrd]

Gaya, 

Thank you for the response.  All items you mentioned have been done multiple times. The drivers and software were done when I received this replacement printer three weeks ago. They have been checked during the four tech calls several of which they signed onto my system to try the features. The HP Smart app has been removed and replaced. It still did not function reliably. They installed an old app that does not allow for more than 300dpi. It works but is a little harder to use and does not provide quality of picture scan I was looking for.  Your suggestions are the same things we did. They also turned off VPN. 

Jim