"Printer Scan" Feature Not Supported in HP Smart app for HP Envy 6020e printer

[Emgal]

In HP Smart app, the printer shows "Some features may be unavailable". Then whenever I tap "Printer Scan" I get the error "Feature unavailable: This feature is not supported by the selected printer. Connect to a different printer to use this feature".

 

But it's a scanner printer so should be able to. I've only ever been able to print and photocopy on this printer since I got it, never scan. Still under warranty.

Samsung S24 running latest Android and updated HP Smart app.

Tried advice on support docs for when get the some features unavailable msg - resetting printer / uninstalling and clearing cache on app etc but no luck so far and no option to talk to a real person in HP support so trying here.

[Chrislejd]

Hello Emgal!

Cannot really help, but something looks dodgy. I have the HP Envy 6520e and this is what my HP Smart looks like:

However, I have HP+ and Instant Ink activated – maybe some featues are only available with HP+ ... !? I bought my printer 2 weeks ago, so I am still experimenting with it.

Kind regards

Chris

[A_Gayathri]

Hi @Emgal,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP ENVY 6020e All-in-One Printer unable to use its scanning feature. Since you've already tried common troubleshooting steps, here are some targeted suggestions to help resolve this issue:

1. Check Printer Specifications

Ensure the HP ENVY 6020e supports scanning. While it is a multifunction printer, verify the feature in the official specifications here. If it does, proceed with the steps below.

2. Reset the Printer Connection

• Disconnect the printer from WiFi by resetting network settings:
  • Press and hold the Wireless and Cancel buttons on the printer until the Power button flashes.
• Reconnect the printer:
  • Open the HP Smart app on your Samsung phone.
  • Add the printer again and complete the WiFi setup.
• Ensure that the printer is on the same network as your phone.

3. Update Printer Firmware

• Use the HP Smart app to check for firmware updates:
  • Open the app, tap your printer, and navigate to Advanced Settings > Tools > Printer Updates.
• Install any updates and try scanning again.

4. Use a Different Device

Try scanning using a computer or another mobile device:

• Install HP Smart on a Windows PC or macOS.
• Add the printer and test the Scan functionality.
• This helps identify whether the issue is with the printer or the app on your phone.

5. Direct Scanning via IP

If the printer is connected to WiFi:

• Find the printer’s IP address (on the printer display or in the app).
• Enter the IP address in a web browser to access the printer’s Embedded Web Server (EWS).
• Look for a Scan or Webscan option under the Scan menu. Enable and test it.

6. Alternative Scanner Apps

Sometimes, third-party apps work better:

• Download a scanner app like Google Drive or Genius Scan.
• Use the app's scan via WiFi feature to detect the printer.

I hope this helps. 

Take care and have a good day.

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