Scanner not working

[Cynthiagill1972]

I can't scan, but can print. why?

[Raj_05]

Hi @Cynthiagill1972,

Welcome to the HP support community.

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

Please help us with the Printer serial number or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Could you elaborate on the issue for better understanding?

Alden4
HP Support 
 

[Cardfan1]

I have an Office Jet 5258 printer.  It will print, but when I log in to HP Smart to scan, I get an error message that there is a connectivity issue.  I am not on a VPN.

[Raj_05]

Hi @Cynthiagill1972,

Thank you for your response, 

If you're experiencing connectivity issues with your HP OfficeJet 5258 printer when trying to scan using the HP Smart app, there are several steps you can take to troubleshoot and resolve the problem. Here's a step-by-step guide to help you.

Check Network Connection:

• Ensure that your printer and your mobile device or computer are connected to the same Wi-Fi network.
• Verify that your Wi-Fi network is functioning correctly and has internet access.

Restart Devices:

• Power cycle both your printer and the device you are using to scan (computer or mobile device). Turn them off, wait for a few seconds, and then turn them back on.

Update HP Smart App:

• Ensure that you have the latest version of the HP Smart app installed on your mobile device or computer. Update it if necessary from your app store or HP's official website.

Check Printer Status:

• Make sure your printer is turned on and in a ready state. Check for any error messages or warnings on the printer's display.

Printer Firmware Update:

• Sometimes, updating the printer's firmware can resolve connectivity issues. Visit the HP website and check for firmware updates for your specific printer model.

Reinstall HP Smart App:

• If the problem persists, uninstall the HP Smart app from your device and then reinstall it.

Firewall and Antivirus Software:

• Check if any firewall or antivirus software on your computer is blocking the HP Smart app. Temporarily disable them and see if it resolves the issue.

USB Connection (Alternative):

• If Wi-Fi scanning doesn't work, try connecting your printer to your computer using a USB cable and see if you can scan through a wired connection.

Router Configuration:

• Check your router settings to ensure that it's not blocking any ports or services required by the printer for scanning.

I hope this helps. 

Take care and have a good day.

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Alden4
HP Support