When 'scan' button pushed, nothing happens

[Lavinia47]

When I push the 'scan' button on my computer, which is linked to the HP Smart Tank Plus 555 printer, nothing happens

[Nal_NR]

Hi @Lavinia47,

Welcome to the HP Support Community. 

I understand that you are facing issues with the scan button. I'd like to help!

Which operating system are you using currently?

Follow the steps below:

the scan button is grayed out, unresponsive, or the preview screen is not loading. To resolve the issue, reset the printer, re-add the printer to the app, and then clear the app cache.

NOTE:

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved. Wait 15 seconds for the app to load the printer settings, and then try to scan.

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).

Re-add the printer to the HP Smart app

Remove then re-add the printer in the HP Smart app to fix any connection issues.

Make sure the printer is connected to the same network as your computer or with a USB cable.

Close then reopen the HP Smart app.

On the app home screen, right-click or long-press the printer icon, and then click Hide Printer.

Click Hide Printer again to confirm.

On the app home screen, click Add Printer or the plus-sign , and then follow the prompts to re-add the printer.

If the issue persists

Contact HP Customer Support

If the previous steps did not resolve your issue, contact HP Customer Support for further assistance.

Go to HP Customer Support - Contact.

Enter your product serial number to view warranty status and to change your location, if necessary.

Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.

Hope this helps! Keep me posted for further assistance.
Please click “Accepted 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!

[Nal_NR]

Hi @Lavinia47,

Hope I was able to fix the issue. If you need further assistance, feel free to reach out to us. 

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!

[Nal_NR]

Hi @Lavinia47

As we did not hear from you, I'll be closing this case for now. If you need further assistance, feel free to reach out to us.