scanner not connecting

[bcun]

I keep getting "couldn't connect to scanner" message in the HP Smart app. The same device prints from the computer. Both are on the same wifi network. Very frustrating!

[Garp_senchau]

@bcun, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

If you're experiencing connectivity issues with the scanner function in the HP Smart app while your printer works fine for printing, you can try the following steps:

Check the Network Connection:

• Ensure that both your computer and printer are connected to the same Wi-Fi network.
• To confirm, check the Wi-Fi settings on your computer and ensure that the printer's network status indicates a connection to the same network.

Restart Devices:

• Turn off your printer and disconnect it from the power source for about 60 seconds. Reconnect it, turn it back on, and restart your computer to clear any temporary glitches.

Update Drivers and Software:

• Verify that you have the latest version of the HP Smart app and printer drivers installed. You can check for updates on the app store where you downloaded HP Smart or visit 123.hp.com for driver updates.

Remove and Re-add Printer in HP Smart App:

• Open the HP Smart app, remove the printer, and then re-add it. This can reset the connection between your app and printer.
• To remove the printer: Open HP Smart, right-click the printer, and select "Hide Printer." Confirm by clicking "Hide Printer" again.
• To re-add the printer: Select "Add printer" on the home screen and follow the prompts to reinstall the printer.

Check for Firewall Settings:

• Sometimes firewall settings can block scanning functionalities. Ensure that your firewall or antivirus software is not blocking the HP Smart app or the printer's connection.

Use the Printer's Embedded Web Server (EWS):

• You can access scanning features through the EWS by entering your printer's IP address in a web browser. This allows you to scan directly from the browser.
• Locate the printer’s IP address through the HP Smart app or the printer control panel.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,

[bcun]

Over the year+ I have owned this machine, the HP "smart" app has been full of glitches, not just this one. By now, I'm well aware of the steps to go through. None of them work reliably. However, after repeated open/close of the "smart" app, the issue generally resolves itself, as it did in this instance.

Thank you for the step-by-step instructions. As far as I can tell, HP's customer service support is nonexistent, including any step-by-step written solutions.