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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).
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‎10-26-2020 01:05 PM - last edited on ‎10-26-2020 06:00 PM by

HP Recommended
Product: HP Pavilion desktop 590-p0xxx and Envy Photo 6220
Operating System: Microsoft Windows 10 (64-bit)

Printer [Personal Information Removed]. I have used HP print and scan doctor tool. It concludes my printer is working normaly. Test scanning shows everything is work well. BUT the HP smart app gives following error when trying to scan (translation from Swedish): A problem with the scanner ha ocurred. Restart the printer and try again.

Can you help me?

Kind regards

Erland

Category:
5 people had the same question
4 REPLIES 4

‎10-29-2020 11:32 AM

HP Recommended

@ErlandStrandas

 

Welcome to the HP Support Community.

 

Uninstall and reinstall the HP Smart App and try again.

 

Also, try a firmware update: https://support.hp.com/in-en/document/c02919168

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

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‎10-29-2020 02:03 PM

HP Recommended

Hello!

Thank you for your tip!

I have reinstalled HP Smart on my PC and checked that the printer has the newest firmware. But the problem remains.

HP Smart start the scanning but interupts after just a fraction scanned.

My impression is that PC software and printer software dont match. Using HP Doctor scan works perfectly.

Any more tip?

Best regards

Erland

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‎11-01-2020 01:57 AM

HP Recommended

Using HP Print and Scan Doctor 5.4.2 tool tells me the scanner is working normaly. Using the test scan function in the tool shows perfect scan in pdf. However using HP Smart app does not work.

Something wrong with the app?

//Erland

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‎11-02-2020 06:15 AM

HP Recommended

Yes it could be an issue with the App. Please wait for a firmware update meanwhile you can scan/print using the regular printer drivers/software.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

Was this reply helpful? Yes No
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