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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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Locked

‎10-02-2023 04:46 PM

HP Recommended
Product: HP OfficeJet 6962 All-in-One Printer

My printer (HP OfficeJet 6962 All-In-One) refuses to connect to my laptop for scanning a document. It has been able to scan to this laptop before, and shows the laptop as an option when I browse the list of computer options for it to scan to.  If I select the laptop on the printer, it shows an error message that says "The Scan could not be completed. Make sure the computer is connected and then try again.)

About a week before this, when trying to scan to this laptop, the printer would show an error message that I did not record, but directed me to do something along the lines of going into HP Smart and selecting "Scan Options" or maybe "Advanced Scan" and proceed from there. I do not have that option available in my HP Smart app. All I have is one button that says "Scan" among the other function buttons (such as Print Documents and Print Photos).

My laptop is running on Windows 11. I have uninstalled and reinstalled the HP Smart App several times. My printer appears to have all the most recent updates installed.

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