Suddenly can't scan

[BikesAndGuns]

This morning, I tried to Scan, just like I do about every day, and I got the message "Couldn't Connect to Scanner". I can print to the printer just fine, so I know it's hooked up. I use a USB connection. I tried to get to HP Support but when I try to add my printer to the Dashboard, I get "Service Unavailable". Please Note: I am using HP Smart. The error occurs when I click the Scan button.

[Raj_05]

Hi @BikesAndGuns,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're experiencing connectivity issues specifically related to scanning with your HP OfficeJet Pro 9015. Here are a few steps you can take to troubleshoot the problem.

Check Connections:

• Ensure that the USB cable between your computer and the printer is securely connected at both ends.
• Try using a different USB port on your computer if possible, to rule out any issues with the current port.

Restart Devices:

• Restart both your computer and the printer. Sometimes, a simple restart can resolve temporary communication glitches.

HP Smart App Check:

• Since you're using HP Smart for scanning, ensure that the HP Smart app is up to date. Check for updates in your app store (Google Play Store for Android or Apple App Store for iOS).

HP Smart App Permissions:

• Verify that the HP Smart app has the necessary permissions to access your scanner. On your computer or mobile device, go to settings and check under app permissions or device permissions.

Firewall/Antivirus Settings:

• Sometimes, firewall or antivirus settings can block communication with the scanner. Temporarily disable these software programs (if safe to do so) and check if the scanning function works.

Driver Check:

• Ensure that the printer driver is properly installed on your computer. You can check this through your computer’s device manager or system preferences. If needed, reinstall the latest driver from HP's official website.

HP Support Options:

• If you're unable to add your printer to the HP Smart Dashboard or if you continue to experience issues, try accessing HP Support through a web browser directly rather than through the app. Go to HP's official support site and enter your printer model number for troubleshooting guides and driver downloads.

Network Settings (if applicable):

• If your printer supports network scanning and you've used it before, ensure that your network settings haven't changed and that the printer is connected to the same network as your computer.

By following these steps, you should be able to diagnose and hopefully resolve the "Couldn't Connect to Scanner" issue with your HP OfficeJet Pro 9015.

I hope this helps.

Take care and have a good day.

Please click “Accepted 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!

Alden4

HP Support 

[BikesAndGuns]

Hi Aiden,

Thank you for all the details. I had tried most of what you recommended:

- Ensured that the USB cable between your computer and the printer is securely connected at both ends.  I was pretty sure that wasn't the issue, since I didn't have any problem printing.

- Try using a different USB port on your computer if possible. I tried 3 different ports.

- Restart Devices: Restart both your computer and the printer. Started doing that two nights ago and last night as well.

- HP Smart App Check: Since you're using HP Smart for scanning, ensure that the HP Smart app is up to date. Check for updates in your app store (Google Play Store for Android or Apple App Store for iOS). I did that and the App told me it was up to date.

- HP Smart App Permissions: Verify that the HP Smart app has the necessary permissions to access your scanner. Verified that.

Firewall/Antivirus Settings: Verified McAfee was not the issue.

Anyway, while HP Support couldn't help me without charging me, the agent with whom I spoke sent me an email with a link to self-help articles. Based on that, I deleted the printer, reinstalled the Smart App and then reinstalled the printer and that did the trick. I'm not sure what happened that necessitated me having to do that. I've had my HP laptop and printer since 2019 and have never had this problem before. In any case, I'm good now. Take care!

[Raj_05]

Hi @BikesAndGuns,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support 

[Ne0t]

Downgrading HP Smart app to the previous version (v153.1.1137.0) works for me.

Steps :

1. Disable auto-updates on Microsoft store

2. Uninstall HP Smart

3. Download previous HP Smart app installation file from HP Smart for Windows - Download it from Uptodown for free

4. Run the installation file

5. Turn off HP Printer for 30 seconds

6. Turn on HP Printer and try to scan