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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎10-19-2020 02:19 PM

HP Recommended
Product: HP ENVY Photo 7858
Operating System: Microsoft Windows 10 (64-bit)

I've been trying to get on-line help through the Virtual Assistant regarding needing to re-connect my scanner and logging in to HP.  Up until the other day, I never had a problem scanning.  This happened suddenly.  I've tried going through the Virtual Assistant to no avail. I just end up going in circles. Then today I received a text message on my phone that says "Our HP Support page can solve most issues.  If you still need help, you can create a case that willow you to speak with an agent.  www.hp.com/contact."  That is the site that keeps taking me in a big loop.  I can't locate where I can just "create a case" so I can speak with an agent.  Can someone please guide me through this?

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1 REPLY 1

‎10-22-2020 07:41 AM

HP Recommended

@JudithB1, Welcome to the HP Support Community!

 

What is the issue with the printer?

Are you trying to scan via HP Smart app?

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

 

Keep me posted for any other assistance.

KUMAR0307
I am an HP Employee

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