scan wont open. keeps giving me diagnostics. I have gone through diagnosics twice. no change

[fratus]

tapping print/scan from the icon on my desktop keeps prompting me to go through diagnostics . Ive done that twice. same response. cant scan. seems to me there were two icons on my pc for scanning and printing. is that the problem?

[Kuroi_Kenshi]

Hi @fratus,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I understand your printer software issue where the Scan option keeps opening Diagnostics instead of the scan window. Let’s go through a few steps to check what could be causing this.

Check if multiple HP apps are installed
– Go to Windows Settings → Apps → Installed Apps.
– If you see both HP Smart and HP Scan/HP Print & Scan Doctor, the wrong shortcut may be launching diagnostics instead of the scan tool.

Open HP Smart directly
– Search “HP Smart” in the Start menu and open it manually.
– From HP Smart, click Scan and check if it opens normally.

Remove old or duplicate shortcuts
– Right-click the desktop scan/print icon → Delete.
– This only removes the shortcut, not the program, and stops you from opening the wrong tool.

Repair HP Smart
– Go to Settings → Apps → HP Smart → Advanced Options → Repair.
– This fixes broken links that keep redirecting you to diagnostics.

Update HP Smart and Printer Drivers
– Open Microsoft Store → Library → Update HP Smart.
– Then open HP Smart → Printer Settings → Update Printer.

Reset HP Smart’s connection
– In HP Smart, remove your printer → restart the PC → add the printer again.
– This refreshes the scanning interface.

Test Windows built-in scan
– Search Windows Scan in Start → open it → try scanning.
– If this works, the issue is with the HP shortcut or app, not the printer.

I hope this helps.

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Best regards,