hp smart - scan - no connection

[6886zuiop]

printer officejetpro 9020e is connected via usb.

priniting via usb is possible.

hp smart says that officejet is ready.

but scan with hp smart is not possible.

hp smart says: "Verbindung zum Scanner konnte nicht hergestellt werden" (Connection to the scanner could not be established).

scan via win10 (usb) works, but not with hp smart.

Printer reset, usb-connection removed and again connected, hp smart removed and installed again.

scanner problem still exists.

Btw: Printing and scanning worked well on this pc for 2 years. Same pc, same os (win10), same connection...

[Sneha_01 · Accepted solution]

Hi @6886zuiop,

Welcome to HP Support Community.

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

Given the detailed context and the steps you've already taken, it seems like the issue might be specific to the HP Smart application. Here are some additional steps you can take to troubleshoot and potentially resolve the issue:

1. Update or Reinstall HP Smart Application

• Update HP Smart: Ensure that you have the latest version of the HP Smart application installed. Check for updates in the Microsoft Store.
• Reinstall HP Smart: If you already have the latest version, try uninstalling the HP Smart app, restarting your computer, and then reinstalling the app from the Microsoft Store.

2. Check Windows Services

• Print Spooler and Related Services: Ensure that all related services are running.
  • Press Win + R, type services.msc, and press Enter.
  • Find "Print Spooler" and ensure it is running. If not, right-click and start it.
  • Similarly, check for other related services such as "Windows Image Acquisition (WIA)."

3. Disable Other Scanning Software

• Conflicts with Other Software: Sometimes, other installed scanning software can conflict with HP Smart.
  • Temporarily disable or uninstall any other scanning software to see if the issue resolves.

4. Check Firewall and Security Software

• Firewall Settings: Ensure that your firewall or antivirus software is not blocking the HP Smart application.
  • Add HP Smart to the list of allowed applications in your firewall settings.

5. Use HP Print and Scan Doctor

• Run HP Print and Scan Doctor: Although you've mentioned using it before, running it again after the reinstall might help diagnose any new issues.
  • Download from the HP website.

6. Manually Add the Printer in HP Smart

• Add Printer Manually: Sometimes manually adding the printer in the HP Smart app can help.
  • Open HP Smart.
  • Click on the "+" icon to add a printer.
  • Follow the prompts to add the printer manually.

7. Update Printer Firmware

• Firmware Update: Ensure your printer firmware is up to date.
  • Download the latest firmware from the HP Support website for your printer model.
  • Follow the instructions to update the firmware.

8. Run Windows Troubleshooter

• Windows Troubleshooter: Use the built-in Windows troubleshooter for printers and scanners.
  • Go to Settings > Update & Security > Troubleshoot.
  • Run the troubleshooter for "Printer" and "Hardware and Devices."

9. Test with Another USB Port or Cable

• USB Port/Cable Issue: Try connecting the printer to a different USB port on your computer or using a different USB cable.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support