not scanning

[rebecca140]

I am getting the message couldnt connect to scanner. I have uninstalled and reinstalled hp smart app, unplugged and replugged printer and its still not working.

[Sneha_01]

HI @rebecca140,

Welcome to HP Support Community.

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

When you're unable to scan and you receive the message "couldn't connect to scanner" despite reinstalling the HP Smart app and power-cycling the printer, here are some additional steps you can take to troubleshoot the issue:

1. Check Physical Connections

Ensure Proper Connection: Verify that your printer is securely connected to your computer or network via USB cable or Wi-Fi, depending on your setup.USB Connection: If using a USB connection, ensure the cable is securely plugged into both the printer and the computer.

Wi-Fi Connection: If using a wireless connection, ensure your printer is connected to the same Wi-Fi network as your computer. You can check this on the printer's control panel or through the printer's embedded web server.

2. Restart Devices

Restart Printer: Turn off your printer, wait for about 30 seconds, and then turn it back on.Restart Computer: Restart your computer to refresh the connection and settings.

3. Check Scanner Settings:

• Open the HP Smart app or HP Scan software on your computer.Check the scanner settings to ensure they are configured correctly.Ensure the correct scanner is selected if your computer has multiple scanners installed.

4. Update Scanner Drivers:

• Go to the Device Manager on your computer.Expand the Imaging devices or Print queues section.
• Right-click on your HP scanner and select Update driver.Choose Search automatically for updated driver software and follow the prompts to update the driver if a newer version is found.

5. Check Firewall and Security Software :

• Sometimes, firewall settings or security software can block communication between the printer and computer.Temporarily disable your firewall or security software and check if you can scan.If scanning works after disabling the firewall, add an exception for the HP Smart app or the scanner in your firewall settings.

6. Check for Windows Updates:

• Ensure your Windows operating system is up to date.Go to Settings > Update & Security > Windows Update and check for any pending updates.Install any available updates and restart your computer if required.

7. Reinstall Scanner Drivers:

• Visit the HP Support website, enter your printer model, and download the latest drivers for your scanner.Install the drivers following the on-screen instructions.

8. Check Network Settings (Wireless Scanners):

• If your scanner is wireless, ensure it is connected to the correct Wi-Fi network.Access the printer's Embedded Web Server (EWS) by typing its IP address into a web browser.
• Download and run the HP Print and Scan Doctor tool from the HP Support website.

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