scan error

[Tim08271947]

printer will copy document on scanner and will print document from PC but trying to scan from HPSmart scanner bar moves but I get "scanner problem" displayed

[Jerry_57]

Hi @Tim08271947,

Welcome to the HP Support Community.
 

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

I understand you're experiencing a "scanner problem" error message when using the HP Smart app, but the printer is able to copy documents and print from a PC, there are a few steps you can try to resolve this issue:

Check Connections:
 

• Ensure that the printer is properly connected to your Wi-Fi network or directly to your computer through a USB cable.
• Verify that there is a stable and strong network connection if using Wi-Fi.

Restart Devices:
 

• Restart your printer and computer. This can often resolve minor connectivity or network issues.

Update Software:
 

• Ensure that both the HP Smart app and your printer's firmware are up to date. You can check for updates in the HP Smart app under the settings section.

Reinstall HP Smart:
 

• Uninstall the HP Smart app from your device and reinstall it from the relevant app store (e.g., Microsoft Store, Google Play Store, Apple App Store). This can fix issues caused by corrupted app files.

Verify Scanner Functionality:
 

• Check if the scanner light turns on or if there are any unusual sounds when the scanner is attempting to work, as these could indicate hardware issues.
  
  
  I hope this helps.

Take care and have an amazing day!
 

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Jerry_57

HP Support