Solved: Scanner error - HP Support Community

Wamaroo · ‎09-06-2025

When I try to scan, I am told there has been an error. I am told to connect a scanner. All the lights on the printer flash erratically. When I check for devices my scanner is showing as installed.

Kuroi_Kenshi · ‎09-08-2025

Hi @Wamaroo,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

From what you described, your HP ENVY 6020e is showing as installed on your Windows 11 PC, but when you try to scan you get an error saying “connect a scanner,” and meanwhile, the printer’s lights flash erratically.

Here are a few things you can try to fix this:

Power Reset

Turn off the printer and unplug it from the power outlet.

Wait at least 60 seconds.

Plug it directly back into a wall outlet (not a power strip) and turn it on.

Reinstall HP Smart

On your PC, uninstall the HP Smart app completely.

Download the latest version from the Microsoft Store and reinstall.

Then add your printer back into the app.

Check Windows Services

Press Win + R, type services.msc and press Enter.

Make sure Windows Image Acquisition (WIA) service is running. Restart it if necessary.

Update Firmware & Drivers

Visit HP Support → enter HP ENVY 6020e → download the latest drivers and firmware for Windows 11.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

I'm an HP Employee.

If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.

And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

View solution in original post

Kuroi_Kenshi · ‎09-08-2025

Hi @Wamaroo,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

From what you described, your HP ENVY 6020e is showing as installed on your Windows 11 PC, but when you try to scan you get an error saying “connect a scanner,” and meanwhile, the printer’s lights flash erratically.

Here are a few things you can try to fix this:

Power Reset

Turn off the printer and unplug it from the power outlet.

Wait at least 60 seconds.

Plug it directly back into a wall outlet (not a power strip) and turn it on.

Reinstall HP Smart

On your PC, uninstall the HP Smart app completely.

Download the latest version from the Microsoft Store and reinstall.

Then add your printer back into the app.

Check Windows Services

Press Win + R, type services.msc and press Enter.

Make sure Windows Image Acquisition (WIA) service is running. Restart it if necessary.

Update Firmware & Drivers

Visit HP Support → enter HP ENVY 6020e → download the latest drivers and firmware for Windows 11.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

I'm an HP Employee.

If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.

And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

Wamaroo · ‎09-09-2025

Thank you for your help.

I have taken the steps you recommended and have now plugged the printer directly into the wall socket.

I have been able to scan.

Hopefully this will continue to be the case.

Kuroi_Kenshi · ‎09-10-2025

Hi @Wamaroo,

A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue.

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help!

Thanks again for your confirmation, and we wish you an amazing day ahead!

Best Regards,

I'm an HP Employee.

If this reply helped resolve your issue, please select the Accept as Solution as it helps others in the community quickly find the answer they’re looking for.

And if you found this reply helpful, clicking Yes below is a great way to let us know we’re providing the support you need, as it encourages us to keep improving and sharing helpful guidance.

Scanner error

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