Scan to Computer Software Required - But it is installed!

[BeachApe]

- I have the HP smart app installed on my computer.

- I go to Printer and touch Scan > Computer

- Says software required, visit 123.hp.com to install on my computer

- I visit 123.hp.com and it wants to install the app I already have installed.

What now? - I want to go to Printer and touch Scan > Computer and it will do that.

[Betty0610]

@BeachApe

Welcome to the HP Support Community.

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 persists, uninstall and reinstall the HP Smart App.

Let me know if this helps.

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

Thanks!

Have a great day!

[Betty0610]

Sure, do keep us posted 🙂

[BeachApe]

Hello, I have an update.

I have uninstalled and reinstalled the app - still have same issue.

So followed your link and installed the HP Print and Scan Doctor. After automatic detection, I'm now at a screen 'HP Printer Update' - 'Welcome to the HP Printer Update'.
Select the printer you wish to update - which does not allow me to select.
I can click on the text and it will hightlight, but the tick box will not pick a tick in the box. The Update button to the bottom right remains grayed out. I've only found a new place to be stuck.

I have since found https://support.hp.com/ca-en/drivers/selfservice/HP-ENVY-Photo-7800-All-in-One-Printer-series/907315...
Just want to check first ... I am thinking of abandoning the HP App (uninstall it) and instead install from the above location to put a host of softwares and drivers on my machine.

[Betty0610]

Yes, you definitely can.

Let's try to 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! 

[BeachApe]

Hi Betty, I got it to work but with hurtles along the way and to discover new problems.

Steps 1-5: I didn't really know what you meant by "search for open" but I eventually when to both Apps & Features and Printers & Scanners to make the deletions and continued on with the rest of the steps. I also manually searched my folders to make further file deletions.

I reinstalled the App, then at the computer I selected Scan to computer and it worked, BUT here are the NEW Problems:

1. App says, " Out of paper in photo tray" - Not true
2. I put two documents into the feeder. The LED screen on the printer confirmed "Document loaded". I touched scan to computer but the documents did not feed. It did scan the blank glass and make a file though (not the intended result though).
3. App doesn't seem to have a place to check if it's up to date. I eventually find my way to https://support.hp.com/ca-en/drivers/selfservice/hp-envy-photo-7800-all-in-one-printer-series/907315...
and see there is HP ENVY Photo 7800 All-in-One Printer series Firmware Update. Same things as before;
'HP Printer Update' - 'Welcome to the HP Printer Update'.
Select the printer you wish to update - which does not allow me to select.
I can click on the text and it will hightlight, but the tick box will not pick a tick in the box. The Update button to the bottom right remains grayed out.

Betty - I am begging all of you at HP. As I have mentioned I am away with truck driving so my time off at home is precious. Time is the most expensive thing in the world, and irrecoverable once lost. Please take care for us people out here.