Scanner was working and not working anymore

[HelenaSW]

Using HP Envy all in one printer/scanner/ Scanner was working both on Windows 11 and HP Smart. Then only with HP smart and now it always says "Scanner not found, not connected"

[Hawks_Eye]

Hi @HelenaSW 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for the detailed background and for already trying to work through this—your effort is truly appreciated. I understand how frustrating it is when the scanner suddenly stops responding, especially after it had been working well. 

Let’s walk through a focused set of steps to help your HP Envy all-in-one reconnect and get the scanner working again on Windows 11 and the HP App.

 

1. Power cycle the printer and computer

• Turn off the printer and unplug the power cord from the wall.
• Shut down your computer completely (not just restart).
• Wait for 2 minutes.
• Plug the printer back in and power it on.
• Start your computer and wait for it to fully boot.

 

2. Check connection type

• If you're using Wi-Fi, ensure the printer is connected to the same Wi-Fi network as your computer.
  • On the printer’s control panel, go to Wireless or Network Settings and confirm the network name.
  • If needed, run Wireless Setup Wizard to reconnect.
• If using USB, try a different USB port on your computer and avoid using USB hubs or extenders.

 

3. Remove and re-add the printer

• On your Windows 11 PC:
  • Open Settings > Bluetooth & devices > Printers & scanners.
  • Select your HP Envy printer and choose Remove.
  • Click Add device and let Windows detect and reinstall the printer.

 

4. Reset the HP App

• Open the HP App on your PC.
• Remove the printer from the app.
• Close the app completely.
• Reopen the app and click Add Printer.
• Let it search and re-add your HP Envy.

 

5. Run the Diagnose & Fix tool

• In the HP App, go to your printer’s Settings or Printer Reports section.
• Select Diagnose & Fix and let it run. This tool checks for scanner communication issues and attempts to resolve them automatically.

 

6. Test scanning from Windows directly

• Open the Windows Fax and Scan app (search for it in the Start menu).
• Click New Scan.
• If your printer appears in the list, try scanning from here.
• If it doesn’t appear, click Change and select your HP Envy.

 

7. Temporarily disable firewall or antivirus

Sometimes, security software can block scanner communication.

• Temporarily disable any third-party antivirus or firewall software.
• Try scanning again from the HP App or Windows Fax and Scan.
• If it works, re-enable your security software and add the HP App and printer as exceptions.

Let’s see how the scanner responds after these steps. If it still doesn’t connect, we can try a deeper network reset or isolate whether the issue is with the software or the device itself. I’m here to guide you through it.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye