Unable to scan from my printer, but printing a document works just fine.

[green1949]

My HP printer app keeps telling me it's offline when I try to scan, but when I print a document from my laptop it works just fine.  I'm not particularly computer savvy, but this is really frustrating.  Any help would be welcome.  I've unplugged the router, turned off the printer, plugged the router back in and turned the printer on.  That didn't help.  The blue light is steady, which tells me it's connected to wifi. 

[Jerry_57 · Accepted solution]

Hi @green1949,

Welcome to the HP Support Community.
 

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

When experiencing issues with scanning while printing works fine, there are a few steps you can take to resolve the issue. Here’s a guide to help you troubleshoot and potentially resolve your problem with your HP printer:
 

Check Printer Connection: Since the blue light indicates a stable Wi-Fi connection, ensure the printer is selected as the default printer in your computer's settings. Also, verify that your printer and computer are on the same network.

Update Printer Drivers: Ensure your printer drivers are up to date.

• Visit the HP support website Official HP® Support and search for your printer model.
• Download the latest drivers for your operating system.
• Install them and restart your computer.

Check Scanner Software: Sometimes, the scanner software might be the issue.

• Open the HP software installed on your computer.
• Navigate to the scanning settings and ensure they're configured correctly.

Windows Troubleshooter: For Windows users, run the built-in troubleshooter.

• Go to Settings > Update & Security > Troubleshoot.
• Select 'Printer' and follow the steps provided.
  
  
  I hope this helps.

 Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Jerry_57

HP Support

[green1949]

Thank you for your detailed suggestions, Jerry.  I was actually able to get it to work by turning on and unplugging the printer and my laptop and then reconnecting.  Hopefully that will take care of the issue going forward!

[Jerry_57]

Hi @green1949,

Thank you for your response.

That’s wonderful to hear! Sometimes, a fresh restart and reconnection bring everything back in sync. We’re glad your printer is working smoothly again, and we hope it continues without any interruptions

Regards
Jerry_57
HP Support