The Scanner in my My HP 8015E has failed to work in the last week.

[Keith_16]

My HP 8015E scanner has worked until the last week or so.  I use HP Smart,  but I now receive an error message telling me the scanner cannot be connected. I can still use the scanner using  Windows fax and scan software. I have spoken to the HP help desk and they have tried to install My Smart themselves but it did not work for them.

Can anyone help?

[Sneha_01]

Hi @Keith_16,

Welcome to HP Support Community.

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

When your HP 8015E scanner stops working with HP Smart but continues to work with Windows Fax and Scan, it indicates a possible software or driver issue rather than a hardware problem. Here are several troubleshooting steps you can take to resolve the issue:

Steps to Fix Scanner Issues with HP Smart

Update HP Smart App:

• Ensure you have the latest version of the HP Smart app installed. Check for updates in the Microsoft Store or from the HP website.

Reinstall HP Smart App:

• Uninstall the HP Smart app.
• Restart your computer.
• Reinstall the HP Smart app from the HP website or the Microsoft Store.

Check Scanner Drivers:

• Ensure your scanner drivers are up to date.
• Go to Device Manager > Imaging devices, right-click on your HP 8015E, and select Update driver.
• You can also download the latest drivers from the HP Support website.

Reset the Printer:

• Turn off the printer and unplug it from the power source.
• Wait for about 60 seconds.
• Plug the printer back in and turn it on.

Check Firewall and Antivirus:

• Ensure your firewall or antivirus software is not blocking the HP Smart app.
• Add exceptions for the HP Smart app in your firewall or antivirus settings.

Restart HP Print and Scan Service:

• Press Windows + R, type services.msc, and press Enter.
• Find HP Print and Scan Doctor Service, right-click on it, and select Restart.

Run HP Print and Scan Doctor:

• Download and run the HP Print and Scan Doctor tool. This tool can automatically diagnose and fix many issues with scanning and printing.

Check Network Connection:

• Ensure your printer is connected to the same Wi-Fi network as your computer.
• Verify the printer’s network settings and reconnect to the network if necessary.

Try Scanning with Another Software:

• Test scanning with another application, such as Windows Scan or a third-party scanning tool, to see if the issue is specific to HP Smart.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support