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Guidelines
Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎04-28-2025 02:45 PM

HP Recommended
Product: HP OfficeJet Pro 9125e All-in-One Printer

HP OfficeJet Pro 9120e All in One Printer

 

Although HP Smart recognizes my printer as installed with a green check mark, I'm no longer able to scan with HP Smart.

Document feeder functions properly to make copies, but won't feed when asked to scan.

If I try to scan from glass, image is empty.

 

It had been working fine for over a year; no event history that led up to this.

 

Please help!

Reply
1 REPLY 1

‎04-28-2025 05:27 PM

HP Recommended

Install the full feature driver, then the scanning software

Software

HP updates software periodically. Downloads shown below may be old. You should always visit the Software and Download page to look for new releases. You may need to select an operating system (OS) first. If windows 11 is missing then use 10. You can go as far back as Windows 7, 64bit to get missing drivers. After selecting the OS click the blue Open all button to view all downloads.


Full function printer drivers can be downloaded here: 9130-9135 9120-9125
Full function software for scanning can be downloaded here: Universal Scan Aug 2024
You can find all of the software here. You should select the OS and then look for the phrase "Open All" and click that. 9125e

 

 

After installing the full feature driver package, click the windows key and select all apps and find HP.

Look for HP Scan.

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If HP scan is not present then use HP Smart. get HP Smart from the Microsoft store if needed or if you want the newest version. You will have to sign into HP Smart using your HP account. The latest version as of Jun, 2024 is 154.2.1072.0 (USA English). If you do not have this version then go to the Microsoft store, find HP Smart, and click "update". If the button "update" is missing then you need to run WSRESET from the Windows search bar.

To put HP Smart (or HP Scan) on the desktop:

For Windows 10, click Start. For Windows 11, click Start and click All apps. This will show (see above) a list of all apps you have installed in Windows. Find the target app from the list, drag and pull the app from the Start menu to the desktop. This will create a desktop shortcut for the app installed from Microsoft Store.
The following video is an example of how to put an app on the desktop.
This is a video for the support assistant desktop icon here

There can be some differences between HP Scan and Smart

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