Scanning function not working via Smart function even though software re-installed twice

[Retiree80]

Despite troubleshhooter showing all errors fixed, the scanning function does not work even after re-installing software twice

[Hawks_Eye]

Hi @Retiree80 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

That’s frustrating—especially since the troubleshooter claims everything is fine, yet scanning still won’t cooperate. Since you’ve already reinstalled the software twice, let’s look at some deeper troubleshooting steps.

 

Try These Fixes:

Check Windows Scan App:

• Open Windows Scan (search for it in the Start menu).
• Try scanning from there instead of HP Smart—if it works, the issue might be with HP’s software rather than the scanner itself.

Manually Restart Windows Services:

• Press Win + R, type services.msc, and hit Enter.
• Scroll down to Windows Image Acquisition (WIA).
• Right-click, select Restart, then try scanning again.

Use HP Print and Scan Doctor:

• Download HP’s Print and Scan Doctor tool.
• Run it and let it analyze potential hidden issues HP Smart didn’t catch.

Try a USB Connection Instead:

• If you’re using Wi-Fi, try connecting the printer directly via USB.
• Sometimes scanning has network-related issues while printing remains unaffected.

Check Firewall and Permissions:

• Open Windows Security > Firewall & network protection.
• Ensure HP Smart and HP scanning services aren’t blocked.

Let me know how it goes.

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

[Retire80]

Dear Hawke-Eye

The good news I downloaded Windows Scan and it works

The bad news is tried to use Doctor software, but it does not complete task to identify/solve problem with HP Smart software and my HP Officejet Pro 8020 printer.  No problem with printing or copying using HP Smart.

Retire80

[Hawks_Eye]

@Retiree80 

It’s great that Windows Scan is working, but frustrating that HP Smart isn’t resolving the scanning issue. Since printing and copying work fine, the problem is likely software-related rather than a hardware failure. Here are some steps to troubleshoot:

Step 1: Restart Everything

1. Power cycle the printer – Turn it off, unplug it for 30 seconds, then plug it back in and turn it on.
2. Restart your computer – A fresh reboot can clear software conflicts.
3. Restart your router – If scanning requires a network connection, a reset might help.

Step 2: Check HP Smart Permissions

1. Open HP Smart and go to Settings.
2. Ensure Scan Permissions are enabled.
3. If permissions are blocked, grant access through Windows Security → Privacy Settings.

Step 3: Reset HP Smart

1. Open Settings → Apps → HP Smart.
2. Click Advanced Options and select Reset.
3. Restart your computer and try scanning again.

Step 4: Reinstall HP Smart & Drivers

1. Uninstall HP Smart from your computer.
2. Download the latest version from HP’s official site.
3. Reinstall printer drivers from HP’s support page.
4. Restart your computer and test scanning.

Let me know if any of these steps work!

Thanks,

Hawks_Eye