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When trying to scan using the HP Smart app for Windows or macOS,Scanning is currently unavailableA message is displayed in the application and you cannot scan.
Fix Scanning Problems for Networked Printers (HP Smart App)
For printers connected to the Internet, reset the printer, check the printer connection status in the HP Smart app, use the HP Smart Diagnose & Fix tool, and then add the printer back to the app.
Perform the following tasks in the order given. Use the printer after each task to see if the problem is resolved.
reset printer
Reset the printer to recover from printer errors or malfunctions.
-
If your printer has a rechargeable battery, remove it.
-
turn on the printer, Unplug the power cord from the printer.
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Unplug the power cord from the power source.
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Wait 60 seconds.
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Reconnect the power cord to the wall outlet and to the printer.
notes:
HP recommends plugging the printer directly into a wall outlet.
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Turn on the printer to complete the reset.
Check network connection status in the HP Smart app
Confirm that the printer is connected to the Internet and ready in the HP Smart app.
Open the HP Smart app, wait a few minutes for the printer to connect to the app, and then check the connection status next to the printer icon.
-
ifget readyShow icon with a green checkmark
, the printer is connected to the device through the same network. Continue troubleshooting. -
ifget readyShown with a green cloud icon
, the printer is in remote mode, which does not allow access to all printer functions such as scanning. Connect your device to the same Wi-Fi network as the printer. -
ifprinter offlineShow black icon
, the printer is not connected to the device. Connect the printer to the device over the same network. For more information, please visitHP Printer Setup (HP Smart App).
, the printer is connected to the device through the same network. Continue troubleshooting.
, the printer is in remote mode, which does not allow access to all printer functions such as scanning. Connect your device to the same Wi-Fi network as the printer.
, the printer is not connected to the device. Connect the printer to the device over the same network. For more information, please visit
Run the HP Smart Diagnostic and Repair Tool (Windows, macOS)
Use the diagnostic and repair tools in the HP Smart app for Windows and macOS to identify printer connection or hardware issues.
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Open the HP Smart app, and then open Diagnostics and Repair.
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Windows: ClickDiagnosis and Repairicon
in the lower left corner. -
macOS: Click your printer, clickprinterin the top menu bar, then clickDiagnosis and Repair.
Opening Diagnostics and Repair in Windows (left) and macOS (right)
-
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clickstart, and then wait a few minutes for the application to diagnose and fix any problems it finds.
warn:
Do not close the application during this process as it may cause problems with the printer.
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View application results.
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If the tool does find a problem, follow the app instructions to fix the problem or use the link for more information.
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If the tool finds no problems, the printer connection or hardware may not be causing the problem. clickcompleteReturn to the HP Smart app home screen before continuing troubleshooting.
Examples of printers not found in diagnostic and repair results
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in the lower left corner.
Re-add the printer to the HP Smart app
Remove and re-add the printer in the HP Smart app to resolve any connection issues.
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Make sure the printer is connected to the same network as your computer or with a USB cable.
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Close and reopen the HP Smart app.
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On the application home screen, right-click or long-press the printer icon, then clickhide printer.
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clickhide printerdouble confirm.
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On the application home screen, click theadd printeror plus sign
, and follow the prompts to re-add the printer.
, and follow the prompts to re-add the printer.Contacting HP Customer Support
If the steps above do not resolve your issue, please contact HP Customer Support for further assistance.
-
Enter your product serial number to view warranty status and change your location if necessary.
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Select a support option. If you are in the Asia Pacific region, you will be directed to the local service center in your region.
Fix Scanning Issues for USB-Connected Printers (HP Smart App)
For printers connected with a USB cable in Windows or macOS, check the computer update settings (Windows only), reset the printer, check the printer connection status in the HP Smart app, reset the USB printer connection, then install the driver using HP The program starts easily.
Perform the following tasks in the order given. Use the printer after each task to see if the problem is resolved.
Enable Windows Updates (Windows only)
Scan-fix updates can be released through Windows Update. Make sure Windows Update is enabled to make sure Windows has the latest drivers and fixes for your printer's scanning hardware.
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On your computer, search for the openwindows update.
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Change the settings so that the computer updates more frequently.
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If you have paused updates, click theresume updateCheck for updates.
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If you have night time set, clickCheck for updates.You can change the event time by clickingchange event timeThis allows Windows to check for updates more frequently.
-
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Update Windows with any available updates.
reset printer
Reset the printer to recover from printer errors or malfunctions.
-
If your printer has a rechargeable battery, remove it.
-
turn on the printer, Unplug the power cord from the printer.
-
Unplug the power cord from the power source.
-
Wait 60 seconds.
-
Reconnect the power cord to the wall outlet and to the printer.
notes:
HP recommends plugging the printer directly into a wall outlet.
-
Turn on the printer to complete the reset.
Check USB connection status in the HP Smart app
Verify that the printer is connected and ready in the HP Smart app.
Open the HP Smart app, wait a few minutes for the printer to connect to the app, and then check the connection status next to the printer icon.
-
ifget readyShow icon with a green checkmark
, the printer is connected to the computer. Continue troubleshooting. -
ifprinter offlineShow black icon
, the printer is not connected to the computer. Connect the USB cable to your printer. For more information, please visitHP Printer Setup (HP Smart App).
Reset a USB printer connection (Windows, macOS)
For printers connected with a USB cable, reset the printer connection in Windows or macOS to clear any communication issues between the printer and the HP Smart app.
Reset a USB printer connection (Windows)
Reset the USB printer connection in Windows to help resolve any HP Smart app communication issues.
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Disconnect the USB cable from the printer.
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On your computer, close the HP Smart app.
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In Windows, search for and opencontrol Panel.
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Under Hardware and Sound, selectView devices and printers.
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Find and select your printer name in the list, then clickdelete device>Yes.Repeat this process for any other printers with the same name.
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In Windows, search for and opentask manager, then selectmore detailsView background tasks.
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clickNameThe column headings in the upper left alphabetize the list, then search forHP Smart.
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If HP Smart does not appear in the list, you do not need to take any action. Continue with these steps.
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If HP Smart does appear in the list, select each instanceHP Smart, then clickend task.
Task Manager ends the task and HP Smart no longer appears in the list.
-
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closuretask manager, and then reconnect the USB cable to the printer.
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search and openPrinters and Scanners, and then wait a few minutes for the printer to reconnect and appear in the list.
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If the printer name is not displayed, click theAdd a printer or scanner, select your printer in the list, and clickadd device.
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If the printer name is displayed, the connection reset is complete.
The printer is ready to use in Windows.
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Reset a USB printer connection (macOS)
Reset the USB printer connection in macOS to help resolve any HP Smart app communication issues.
-
Disconnect the USB cable from the printer.
-
clickspotlighticon
, then search for and openPrinters and Scanners. -
Click the printer name, click thedelete printeroreliminatebutton
, then clickdelete printerordelete printerwhen prompted. Repeat this process for any other printers with the same name. -
Reconnect the USB cable to the printer, and then wait a few minutes for the printer to reconnect and appear in the Printers and Scanners list.
-
If the printer name is not displayed, click theAdd tobutton
, select your printer in the list, and follow the prompts to add a printer. -
If the printer name is displayed, the connection reset is complete. Continue with these steps.
-
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In Printers and Scanners, select your printer name, then make sure the Scan tab is available above the printer icon.
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If the Scan tab is displayed, the printer is ready to print and scan in macOS.
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If the Scan tab does not appear, remove and re-add your printer, then make sure the Scan tab is available.
-
, then search for and open
, then click
, select your printer in the list, and follow the prompts to add a printer.
Scan from other software
To see if the problem occurs only when scanning from one application, scan from another software application.
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Windows: Download HP Easy Start from123.hp.com/setup, and then follow the prompts to download the full-featured driver for your printer. After the driver is installed, search for and open the HP Scan software or the HP Smart app in Windows, and then scan your document.
-
macOS: Clickspotlighticon
, then search for and openimage capture.Scan your documents.
For more information, please visitHow to scan with an HP printer.
Contacting HP Customer Support
If the steps above do not resolve your issue, please contact HP Customer Support for further assistance.
-
Enter your product serial number to view warranty status and change your location if necessary.
-
Select a support option. If you are in the Asia Pacific region, you will be directed to the local service center in your region.
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FAQs
Why is my HP Smart showing scanning is currently unavailable? ›
Make sure Windows updates are enabled to ensure Windows has the latest drivers and fixes for your printer's scanning hardware. On your computer, search for an open Windows Update. Change the settings so the computer updates more frequently. If you paused updates, click Resume Updates to check for updates.
Why is my HP printer not scanning to my Mac? ›Learn how to reset the printing system in MacOS. Click the Spotlight icon , and then search for and open Printers & Scanners . Right-click or click while pressing Control in the Printers list, and then select Reset printing system to complete the reset. Restart the printer.
How do I enable scan to computer on HP Smart Mac? ›Connect your scanner to your Mac, plug it in, and turn it on. Choose Apple menu > System Settings, then click Printers & Scanners in the sidebar. (You may have to scroll down.) Click the printer or scanner in the Printers list on the right, then click Open Scanner.
What does scan to computer currently unavailable mean? ›This error message pops up as “Scan to computer is no longer activated. The network connection to the printer has been lost”. This error often results from the connection of your internet and printer. In many cases, the corrupted or outdated printer driver is also responsible for the error.