cant scan using hp smart android app anymore

[jv1104]

have a dj3777 aio. scanning from android using hp smart app doesnt work anymore. says 'not supported'. phone and printer are connected to the same wifi network. have already scanned hundreds of documents in the past. already did app uninstall/reinstall and all the suggested troubleshooting steps. scanning from laptop works.

[Echo_Lake]

@jv1104

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, to provide an accurate resolution, I need a few more details:

• Are the printer and Android connected to the same network?
• Are you able to print from other devices?
• What's the Wi-Fi light status on the Printer(Blinking or Steady)? 

While you respond to that, let's try these steps: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, and press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till the warm-up period finishes and the printer is idle.

And, also try updating the HP smart app to the latest version. 
 

Hope this helps! Keep me posted for further assistance.
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!

[jv1104]

for the first set of questions:

- yes, as mentioned

- my issue is with scanning, not printing. i was able to scan using a laptop over usb

- wifi status light is steady. the scan doctor found no issues on windows over usb.

to answer your 2nd set let me find a free wall outlet first. my current setup (printer plugged into a power strip) is what worked before, no new loads added or removed. no changes with the network or phone configs either. any changes would have to be with the app or the back end.

[jv1104]

so i just tried your other suggestion, unfortunately with the same result. the only reason i chose this model is for its capability to scan without the need for a pc or laptop. so frustrating.

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet. done
  
• Remove USB cable, if present. done
• Wait for 2-3 minutes, and press and hold the power button on your printer for about 30 seconds to remove any additional charge. waited for more than 3mins and held the button for more than 30secs
  
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer. done
  
• Turn on the printer and wait till the warm-up period finishes and the printer is idle. done
  

And, also try updating the HP smart app to the latest version. no updates in the google play store found

[Echo_Lake]

@jv1104

Thank you for posting back.

Let's try an alternate method to scan from your android.

Use the Mopria Scan app to scan documents or photos from your HP printer to your Android device.

• Check the requirements to scan with the Mopria Scan app.
• The printer is connected to your network or a Wi-Fi Direct connection.
• For a Wi-Fi connection, the printer and Android device are within 6 feet of the access point (router).
• For a network connection, your device is connected to the same network as your printer.
• Go to Google Play - Mopria Scan to install the app. If prompted to allow the app to access photos, media, and files on your device, select Allow.
• In the Mopria Scan app, tap your scanner under the Discovered scanner.
• Place the original on the printer scanner glass or into the automatic document feeder (ADF).
• Change any desired scan settings, and then tap Scan.
• Follow the prompts to complete scanning the document.

Keep me posted for further assistance.