Scanner

[LeeLee42051]

My scanner function is no longer working on HP Smart account and have restarted, etc.  The issue has persisted for well over a month now.  What is wrong?  I have tried all the tips.  I need help from HP Associate. 

[Kuroi_Kenshi]

Hi @LeeLee42051,

Welcome to the HP Support Community!

Thanks for reaching out!

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

I understand your scanner function on HP Smart is not working, even after restarting and trying tips for over a month. Let’s go through a few steps to check what could be causing this.

Check printer connection
– Make sure your printer is powered on and connected to the same Wi-Fi network as your computer or device.
– A stable connection is required for HP Smart to communicate with the scanner.

Restart all devices and HP Smart
– Power cycle your printer, computer, or mobile device.
– Close and reopen the HP Smart app to refresh connections.

Update or reinstall HP Smart
– Sometimes the app becomes corrupted.
– Uninstall HP Smart, download the latest version from HP’s website or your device’s app store, and reinstall.

Check for pending firmware updates
– Open HP Smart → Printer Settings → Printer Update.
– Install any available updates; outdated firmware often causes scanning failures.

Check firewall and security software
– Firewalls or antivirus programs may block HP Smart from communicating with the printer.
– Temporarily disable them and try scanning again.

Verify scanner drivers
– On Windows: Go to Devices & Printers → HP Printer → Properties → Hardware and make sure the scanner driver is installed.
– On Mac: Check Printers & Scanners → HP Printer → Options & Supplies → Driver.

Reset network settings on the printer
– Go to Settings → Network → Restore Network Defaults.
– Reconnect the printer to Wi-Fi and then re-add it to HP Smart.

Test scanning from another app
– Try scanning from Windows Fax & Scan or Preview (Mac).
– If scanning works there, the problem is with the HP Smart app specifically.

Optional: Factory reset printer
– If none of the above works, restore the printer to factory defaults: Setup → Printer Maintenance → Restore Factory Defaults.
– Re-add the printer to HP Smart and test scanning.

I hope this helps.

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