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Guidelines
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).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎05-09-2021 10:47 AM

HP Recommended
Product: HP Envy 4500
Operating System: macOS 11.0 Big Sur

I recently downloaded the HP Smart app on my MacBook, and have successfully connected to the printer and signed into my account. However, when I try to scan a document from the HP Smart app, I get an error message telling me that "A problem with the scanner has been detected" and that I should "restart the printer, then try again." I've already tried that and it didn't do anything. How can I fix this issue?Screen Shot 2021-05-09 at 11.41.10 AM.png

Category:
1 REPLY 1

‎05-12-2021 05:47 AM - edited ‎05-12-2021 11:20 AM

HP Recommended

@nolans94, Welcome to the HP Support Community!

 

I understand the HP Smart app is not working. Did you download the HP smart app from the App Store?

If yes, check for updates for this app from the App Store. The latest version available is 12.7.1

Are you able to print using this app?

 

Update the printer firmware

Click here to download and install the latest printer firmware from your Mac.

Click here to know different methods of updating printer firmware.

 

Also, check for any software updates on Mac

Click the Apple icon > About This Mac > Software Update and install any available update.

 

If the HP Smart app server is down, it may not work, kindly try after a couple of hours/days.

 

Alternatively, use the Apple Image Capture app to scan from your Mac

Refer to this document for more info.

 

You may also try using the HP Easy Scan app from the App Store to scan.

 

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!

Have a great day! 

KUMAR0307
I am an HP Employee

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