Scanning part of app not working

[Mike373]

I am continually having problems with the HP smart app not being able to scan from the printer. I hit the scan button on the app and nothing happens it just says connecting. Although I can print from my iPhone to the printer if I put a document in the printer and try and use the app to scan it it does not work

[Riddle_Decipher]

@Mike373 Thanks for sharing your concern with the HP Community,

here's what I'll need, so I may be able to provide an accurate solution:

Which OS are you using the printer with? Windows, MacOS, etc?

Have you attempted any steps on your own before posting on the HP Forums?

When was the last time it worked without these issues? 

Please reply with the details for further assistance.

Eager to help!

To thank me for my efforts to help you,

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon 

And Have a great day Ahead!

[Mike373]

Hi, the problem is not on a windows computer, its when I try scanning from my Iphone, from the HP app...the app will not let me scan the document.

Sometimes when I unplug the printer for 5 mins it works once, I have tried deleting the app and re-installing it, sometimes that works and then the other day I reset the printer to factory settings and that worked, but its not stable.

After all the above the app really is not working properly,,,

I can however print from my phone, using the app, so part of the app works, just not the scanning part...

BTW, really sorry I didnt get back to you sooner, the advice that your replied went into my junk folder...

Many thanks for any help you can give me...

[Jay_G24]

@Mike373,

To assist better -

What are the errors you receive when you try and scan?

Are you able to make copies using the printer?

Meanwhile,

try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware  

To update the iOS device, refer to this document - Update your iPhone, iPad, or iPod touch

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!