Smart Scan - Printer Offline: HP Support Assistant & Scan Doctor not solved issue

[Rbeck-Sheff]

Firstly:  The HP pro 7740 printing has no issues. I can print documents absolutely fine.

The printer is plugged directly in to our router, so we can all access it.

When I come to use Smart Scan to scan a document, it says the printer is offline.  I have run HP Support Assistant & Scan Doctor (which cannot find the printer to diagnose??!).  Last week I spent hours trying to rectify this, downloading, stop/starts, true/false run msc...blah blah - jargon that is way past my level.

I phoned HP support - whilst on - it came online.  It worked two days ago, then yesterday 'offline' today online and later on 'offline'. 

I have ended up downloading a windows Scan application, which works fine with the printer/scanner. Though surely, there must be an obvious solution to why the printer is showing offline for scanning on HP Smart?  Or do I have to keep using an application that is not HP?  If someone could please help.

[Dragon-Fur · Accepted solution]

@Rbeck-Sheff 

On>Off>Online MIGHT be a number of things..

Some Ideas

First...

Make sure every system on your network that is using HP Smart for Windows / MacOS / Mobile are all updated to the latest version of HP Smart relevant to that Operating System.

For example,

Windows

Check / Update applications in / from the Microsoft Store

Windows key > Open the Tile for Microsoft Store

If necessary, sign into the store

Click on “See more”  (three horizontal dots … )

Select Downloads and Updates

Click Get Updates

Check the list for the HP Smart version (third column)

If HP Smart has been updated,

If you have not done so since the date / time updated,

Restart the computer and log in

==================================================================

What else?

IF you have not done so,

On the system that exhibits the off>on>off behavior,

Run the Offline version of the Doctor.

Resource – Choose the right doctor for the job

Open Website

HP Print and Scan Doctor for Windows

Click the orange Download Now option / box

Wait!

If the problem / issue is one of

• Printer is Offline
• Cannot print in Color
• Duplex printing has disappeared

THEN

Select / Answer question “Is print offline?” = YES

Answering Yes selects the “right doctor” version for these issues.

NOTES – The “Offline” doctor

As a result of repairing issues,

Offline / Color check / Duplex check version of the Doctor may replace the printer or add a “(Copy 1)” version of the driver in Devices and Printers.

Open Control Panel > icon view > Devices and Printers

Right-Click on the printer name > Printer Properties > Tab General >

In the top box, Edit the name of the printer (For example, remove the part that says “Copy 1”)

Click Apply / OK to save change

NOTE:  The name change may take a bit of time (a few minutes), else Restart the computer and log in.

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Verify results.  If necessary, set the newly added / renamed printer as the default.

A secondary “Scan” printer may be added, that is, the “Do not Delete” driver / printer.  As it says, do not delete the entry.

==============================================================================

What else?

Less likely, but only takes a couple of minutes to check / adjust

Printing – Network Discovery (see and share printer on your network)

Verify / Switch-on Network discovery and File and Printer sharing:

Control Panel > icon view > Network and Sharing Center

Change  advanced sharing settings

Beneath Private (current profile) >

Network Discovery

Select Turn on network discovery

Check Turn on automatic setup of network connected devices

File and printer sharing

Select Turn on file and printer sharing

HomeGroup Connections

Select Allow windows to manage homegroup connections (recommended)

Save Changes

HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP OfficeJet Pro 7740 Wide Format All-in-One Printer series 

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[Rbeck-Sheff]

Thanks for your help!

I downloaded the HP Doctor offline - as advised.  That did not work, as it coudl not receognise the printer.

I therefore followed the other steps and found that under 'Printer Settings' / 'Sharing' the 'Share this printer' box was not ticked. Odd that it coudl still print but noyt scan - though seems to be working OK now!

[Dragon-Fur]

@Rbeck-Sheff 

You are welcome.

It is odd that it has worked / not worked / worked.

Hopefully the issue won't return after having adjusted Network Discovery.

Stay Safe.

Carry On.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question Resolved / Answered, Click "Accept as Solution"