Scanner now won't work with HP Smart app. Has for 3 years!!

[cb071844]

Early this morning we had a power surge.  Scanner has not worked since then.  I have the HP Smart app on my computer and have had it for about 3 years.  Now when I try to do a scan I get the message "Couldn't Connect to this Scanner.  HP Smart cannot scan from this printer..........."

The printer works just fine.  I have had Windows 11 connected to this printer ever since Windows 11 came out.  Have not had any problems.  

Help, please!

cb

[Dragon-Fur]

@cb071844 

Welcome back to the HP English Community --

This might be similar to the patch caper of 2022 --

The application has lost track of the printer.

Start by restarting your stuff --

and

Suggestions, presented somewhat in the order to be considered / completed

Stop if / when the printer / scan works and HP Smart is again functional.

------------------------------------------

Reminder

It is important that every device is using the latest version of the HP Smart app for that device type.

Check / Update >> Every device (computer(s) and mobile) where HP Smart is installed should be running the latest version of the HP Smart application available for that device platform (Operating System / Version).

AND

The printer and device (computer, tablet, phone) where HP Smart is running should be on the same network.

------------------------------------------

Hard Start / Reset the printer

HP printer turns off unexpectedly or repeatedly

Step 2

Reset the printer

Reset the printer to recover from printer errors or failures.

1. Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer.

2. Unplug the power cord from the power source.

3. Wait 60 seconds.

4. Connect the power cord directly to a wall outlet and to the printer.

5. Turn on the printer to complete the reset.

------------------------------------------

Not enough?

Continue...

If you can stand it, do restart the router that controls you network.

and

Restart everything else, including the printer, the computer, every device (computer, tablet, phone) where you have HP Smart installed. 

------------------------------------------

Try / Consider

Open the HP Smart app > Printer Settings > Scroll down to Manage > Hide Printer

Close the app for a bit - 10 seconds or so

Open HP Smart > Add your printer

HP_Smart_Win_HP+_Print_Anywhere_3

------------------------------------------

If the Hide / Add Printer does not work,

Hit it harder > Reset the HP Smart application on your computer.

Reset the HP Smart application - This action removes the app data.

How to...

Windows 10 -

Settings > Apps > Apps and Features

OR

Windows 11 - 

Settings > Apps > Installed Apps

Next,

Search / Find HP Smart in the apps list

Open Advanced options > Reset the app

Restart the computer and log in

Open HP Smart > Sign in > Add Printer(s)

What if?

If the app Reset does not work by itself,

Next,

Uninstall the HP Smart App from Settings > Apps > Apps and Features / Installed Apps

Restart the computer and log in

“Get” a new copy of the HP Smart application from the Microsoft Store

Open HP Smart > Sign in > Add Printer(s)

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Warranty Check, Alerts, Troubleshooting, Ink & Paper, HP Software & Drivers / Firmware Updates, Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

  HP Smart Tank Plus 651 Wireless All-in-One  

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[cb071844]

Thanks so much, Dragon-Fur, for your prompt response.  There is a lot for me to digest and try.  I really appreciate your giving me several options.  I hope to find some time this coming week to give them a try.  I will let you know if it works for me.

cb

[cb071844]

I have had the time to try some of your fixes, but HP Smart still doesn't recognize the Scanner.  The printer works just fine.  My printer is the HP Smart Tank Plus 651 which is an all-in-one device (printer/scanner are the same device).

The full error I receive is "Couldn't Connect to Scanner.  HP Smart cannot scan from this printer.  Either no scanner was detected or HP Smart is not compatible with the scanner in this printer."   I don't understand how HP Smart can recognize the printer, but the scanner is not detected.

I'll keep trying the fixes, but in the meantime I guess I can use the antiquated HP Scan software that came with the printer.

Thanks again,

cb

[Dragon-Fur]

@cb071844 

You are welcome.

At least the unrelated Scan software and other scan applications are apparently not impacted.

What happened?

No idea.

Apparently for some installations, the most recent version update to HP Smart has resulted in odd failures.

The issue has been reported to our Community admins -- whether HP can do anything depends at least in part on whether the issue can be duplicated.

Amid the chaos, my own setup continues to work.

Granted that means nothing to you -- it's simply an example that the problem is not (yet?) affecting every installation.

I don't have a fix.

In the past when something similar has happened, I've been able to get HP Smart working again using one or more of the steps mentioned in my previous post.

Skip any one of the suggestions and it can be enough to throw off the whole thing.

True, too, anything deep in Windows that has gouged a bite out of the application setup will not be visible to us mere mortals.

Rats.

Still Rubbish

Provided FYI

Might be Magic or Toad on a Stone

If nothing else works – Consider --

Uninstall the HP Smart app from Windows > Restart the computer and log in

AND

While connected to the same (home / office) network as your computer,

Uninstall the HP Smart app from other device(s) on your network

After the app is removed > Restart the device (for example, iPad, iPhone)

Next,

Repeat for each mobile device where you want to install the HP Smart application:

Install the HP Smart app on the mobile device

Start HP Smart app > Sign into the app > Add printer(s)

Next,

Restart the computer and log in

Install a fresh copy of the HP Smart application for Windows

================== =====================

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"