Unable to scan documents

[Timmer4]

I set up and installed my HP Envy 6055e using the HP Smart app.  However when I try to scan 'couldn't connect to scanner' appeared on the scanning page.  I'm assuming that this model is compatible with the app.

[Nal_NR]

Hi @Timmer4 

Welcome to the HP Support Community. 

I'd be happy to help you!

Try the following below:

Reset the printer

• Reset the printer to recover from printer errors or failures.
• If your printer has a rechargeable battery, remove it.
• With the printer turned on, disconnect the power cord from the printer.
• Unplug the power cord from the power source.
• Wait 60 seconds.
• Reconnect the power cord to a wall outlet and to the printer.
• NOTE:
• HP recommends plugging the printer directly into a wall outlet.
• Turn on the printer to complete the reset.

Check the connection status in the HP Smart app

• Confirm the printer is connected and ready in the HP Smart app.
• Open the HP Smart app, wait a few minutes for the printer to connect to the app, and then check the connection status next to the printer icon.
• If Ready displays with a green check mark icon , the printer is connected to the device over the same Wi-Fi network. Continue troubleshooting.

• If Ready displays with a green cloud icon , the printer is in remote mode, which does not allow access to all printer functions such as scanning. Connect your device to the same Wi-Fi network as your printer.

• If Unavailable displays with a black icon , the printer is not connected to the device. Connect your printer to the device over the same Wi-Fi network. For more information, go to HP printer setup (HP Smart app).

Run the HP Smart Diagnose & Fix tool (Windows, Mac)

• Use the Diagnose & Fix tool in the HP Smart app for Windows and macOS to identify printer connection or hardware issues.
• Open the HP Smart app, and then open the Diagnose & Fix tool from the app home screen.
• Windows: Click the Diagnose & Fix icon in the bottom-left corner.
• macOS: From the top menu bar, click Printers > Diagnose & Fix.
• Click Start, and then wait a few minutes while the app diagnoses and fixes any issues found.

CAUTION:

• Do not close the app during this process to avoid causing printer issues.
• Review the app results.
• If the tool did find an issue, follow the app instructions to resolve it or use the links for more information.
• If the tool did not find an issue, the printer connection or hardware might not be causing the problem. Click Done to return to the HP Smart app home screen, and then continue troubleshooting.

Click here for the remaining steps. 

Hope this helps! Keep me posted for further assistance.

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