Scanner stops working

[bcun]

I keep getting "couldn't connect to scanner" message in the HP Smart app. This problem recurs periodically for no apparent reason.

I followed through every one of the recommended step: Wi-Fi settings, Restart Devices, Update Drivers and Software, Remove and Re-add Printer in HP Smart App, Check for Firewall Settings. The only thing I haven't done is Use the Printer's Embedded Web Server. After completing all the steps, the scanner worked once, then returned to buffering instead of opening. Other functions - printing, mobile fax, work.

[Jerry_57]

Hi @bcun,

Welcome to the HP Support Community.

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

I hear that HP Smart keeps showing “couldn’t connect to scanner”, and basic Wi‑Fi/app reset steps only fix it temporarily. The next HP-recommended step from the provided guidance is to use the Embedded Web Server (EWS) to check the printer’s network and settings.
 

What to try next:

• Open the printer’s Embedded Web Server from:
  
  
  • HP Smart app by selecting your printer and opening Advanced Settings, or
     
  • A web browser using the printer’s network connection.
     
• In EWS, review:
  
  
  • Network settings under the Networking/Network tab
     
  • Printer updates/firmware updates Official HP® Support.
     
  • Restore network settings if needed, then reconnect the printer to Wi‑Fi
     
• If your printer has Web Services, make sure the printer is connected to the Internet and fully updated.

Important HP notes:

• EWS works only when the printer has a TCP/IP network connection / is connected to the network.
   
• Some EWS features may not be available depending on how the printer is connected.
   
• If network settings are restored, you will need to reconnect the printer to the network.
   

Likely reason this keeps returning:

Based on the HP guidance, recurring scan connection failures in HP Smart are commonly tied to:
 

• unstable wireless/network connection
   
• network/firewall settings
   
• printer firmware/software needing refresh or update
   
• printer network settings that may need to be reviewed/reset in EWS

I hope this will help.

 

Take care and have a good day.