Scan not Working

[Andy12111]

I just downloaded the new HP App and now my scanning doe not work  

[VikramTheGreat]

Hi @Andy12111,

Welcome to the HP Support Community.
 

Thank you for letting us know. Since the scanning issue started after installing the HP App, I’d like to first determine whether the problem is with the app, the printer connection, or the scanner itself.

Could you confirm the following?

• Are you using Windows or macOS? If Windows, which version? 
• When you try to scan from the HP App, what exactly happens? Does the scan option disappear, show an error, or does the scan start and then fail? 
• Is the HP OfficeJet Pro 9135e showing as Ready/Online in the HP App? 
• Can you still print successfully from the HP App? 
• Are you connected to the printer over Wi-Fi or USB? 
• Does scanning work directly from the printer's control panel if you select the Scan option there? 
• If an error message appears, share the exact error message or a screenshot.
   

In the meantime, try these steps

1. Close the HP App completely. 
2. Turn off the printer. 
3. Unplug the printer from the power source for about 60 seconds.  
4. Restart the computer. 
5. Plug the printer back in and turn it on. 
6. Open the HP App and confirm that the OfficeJet Pro 9135e is detected and shows as ready. 
7. Try scanning again from the HP App. 

If printing works but scanning does not, let me know that specifically. That will help narrow the issue to the scanning function rather than the printer's overall network connection.

If you share the exact scan error/message and a screenshot of what you see in the HP App, I can guide you through the next appropriate steps.

Take care and have an amazing day!

[Andy12111]

I have tried every recommended step: I've turned off the HP printer, I've unplugged the HP printer, I've uninstalled the HP App, I've reinstalled it, and I've rebooted my computer every step in between. Keep in mind, a few days ago one of HP's Tech's walked me through steps, similar to above, and my printer worked fine until I turned off my computer and rebooted. And it's now completely inaccessible, see below. My HP printer is less than 6 months old so its not the hardware. HP NEEDS TO HELP HERE: I've been dealing with this issue for 3 weeks and I desperately need my printer. If I don't get results very soon I will buy an HP competitor's printer  never buy HP again, plus broadcast to the internet that HP is worthless!!!!!!!!.       

[Meghana_10]

Thank you so much for your response @Andy12111 

Thank you for the detailed update. I understand your concern, especially since you have already spent several weeks troubleshooting this and the printer worked again temporarily after HP Support assisted you.
 

Since reinstalling the HP app only restores functionality temporarily, and the printer becomes inaccessible again after restarting Windows, let's determine whether Windows is still able to communicate with the printer outside of the HP app.
 

Please try this when the HP app shows the printer as inaccessible:

• Open Control Panel in Windows.
• Select Devices and Printers.
• Check whether the HP OfficeJet Pro 9135e is listed and shows as online.
• Right-click the printer and look for Start scan.
• If Start scan is available, try a scan from there.
• HP specifically recommends testing the printer driver directly when scanning through the HP app does not work. This helps determine whether the scanner connection itself is working and the problem is limited to the HP app.
• Also, if the printer is still visible in the HP app, please run HP app > select the printer > Diagnose & Fix and let it complete.

Please check this link for more information - HP printers - Printer is not available when attempting to scan (Windows, macOS) | HP® Support
 

Have a great day!