HP printers - 'Scanning is Currently Unavailable' displays in the HP Smart app (Windows, macOS)

Restart your computer or mobile device and the printer to clear any error states. If you are using a network printer, restart the router.

1. Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer and from the power source.

2. Turn off the computer or mobile device that you are attempting to print from.

3. If the printer was set up on a network wirelessly or with an Ethernet cable, restart the router.

4. If necessary, reconnect the power cord to the printer and to a wall outlet, and then turn on the printer.

   Note:

   HP recommends plugging the printer directly into a wall outlet.

5. Turn on the computer or mobile device.

6. If the printer connects to a network, check the connection to make sure the same network is used by the printer and the device.

   • Computer or mobile device: Open the list of available networks and make sure it is connected to the correct network.

   • Printer: Check the Wireless light on the control panel. If it is solid blue, the printer is connected.

Reset the printer to recover from printer errors or failures.

1. If your printer has a rechargeable battery, remove it.

2. Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer.

3. Unplug the power cord from the power source.

4. Wait 60 seconds.

5. Connect the power cord directly to a wall outlet and to the printer.

6. Turn on the printer to complete the reset.

Check the printer connection status when there is an issue printing, connecting, or using features.

1. Open the HP Smart app, and then make sure you are signed in to your account. An account is required to access all printer features and settings.

2. Check the printer status icon next to the printer image. It might take a few minutes before the app displays the current printer status.

   • Green circle icon : Your printer is connected to your device and ready to print.

     

   • Green cloud icon : Your printer is connected to your device over the internet because they are on different network connections. Only remote features are available, such as Print Anywhere and select printer settings.

     To access all printer functions, make sure your device is on the same network as your printer. Do not use public or guest networks, like those used in colleges, hotels, and coffee shops, to prevent connection issues.

     

   • Orange cloud icon : Your HP+ printer is connected to your computer with a USB-only connection, and the printer functionality is limited.

     To restore HP+ or Instant Ink services, disconnect the USB cable, and then reconnect the printer to the internet. You might need to remove your printer from the HP Smart app, and then set it up again over the internet.

     CAUTION:

     HP+ and Instant Ink enrolled printers must maintain an internet connection. Disconnecting the printer from the internet or using a USB-only connection can prevent the printer from functioning properly.

     

   • Black circle icon : Your printer is not connected to your device.

     To reconnect the printer, make sure the printer USB cable is connected directly to the computer, or the Wi-Fi light or icon ( or ) is solid blue on the printer control panel. If the issue persists, go to HP printer is offline or unavailable.

     

   • Yellow triangle icon or Red circle icon: Your printer is connected to your device, but it needs attention before it can print. For example, the message might say Align the Printheads, Out of Paper, or Printer Door Open.

     

Use the Diagnose & Fix tool in the HP Smart app for Windows and macOS to identify printer connection or hardware issues.

1. Open the HP Smart app, and then open Diagnose & Fix.

   • Windows: Click the Diagnose & Fix icon in the bottom-left corner.

   • macOS: Click your printer, click Printers in the top menu bar, and then click Diagnose & Fix.

   Opening Diagnose & Fix in Windows (left) and macOS (right)

   

2. Click Start, and then wait a few minutes while the app diagnoses and fixes any issues found.

   CAUTION:

   Do not close the app during this process to avoid causing printer issues.

3. Review the app results.

   • If the tool did find an issue, follow the app instructions to resolve it or use the links for more information.

   • If the tool did not find an issue, the printer connection or hardware might not be causing the problem. Click Done to return to the HP Smart app home screen, and then continue troubleshooting.

   Example of a printer not found in the Diagnose & Fix results

   

Remove then re-add the printer in the HP Smart app to fix any connection issues.

1. Make sure the printer is connected to the same network as your computer or with a USB cable.

2. Close then reopen the HP Smart app.

3. On the app home screen, right-click or long-press the printer icon, and then click Hide Printer.

   

4. Click Hide Printer again to confirm.

5. On the app home screen, click Add Printer or the plus-sign , and then follow the prompts to re-add the printer.

If the previous steps did not resolve your issue, contact HP Customer Support for further assistance.

1. Go to HP Customer Support - Contact.

2. Enter your product serial number to view warranty status and to change your location, if necessary.

3. Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.

Updates for scanning fixes can be released through Windows updates. Make sure Windows updates are enabled to ensure Windows has the latest drivers and fixes for your printer's scanning hardware.

1. On your computer, search for an open Windows Update.

2. Change the settings so the computer updates more frequently.

   • If you paused updates, click Resume Updates to check for updates.

   • If you have nighttime hours set, click Check for Updates. You can change the active hours by clicking Change active hours so Windows can check for updates more frequently.

3. Update Windows with any available updates.

Reset the printer to recover from printer errors or failures.

1. If your printer has a rechargeable battery, remove it.

2. Press the power button to turn off the printer. If the printer does not turn off, disconnect the power cord from the printer.

3. Unplug the power cord from the power source.

4. Wait 60 seconds.

5. Connect the power cord directly to a wall outlet and to the printer.

6. Turn on the printer to complete the reset.

Check the printer connection status when there is an issue printing, connecting, or using features.

1. Open the HP Smart app, and then make sure you are signed in to your account. An account is required to access all printer features and settings.

2. Check the printer status icon next to the printer image. It might take a few minutes before the app displays the current printer status.

   • Green circle icon : Your printer is connected to your device and ready to print.

     

   • Green cloud icon : Your printer is connected to your device over the internet because they are on different network connections. Only remote features are available, such as Print Anywhere and select printer settings.

     To access all printer functions, make sure your device is on the same network as your printer. Do not use public or guest networks, like those used in colleges, hotels, and coffee shops, to prevent connection issues.

     

   • Orange cloud icon : Your HP+ printer is connected to your computer with a USB-only connection, and the printer functionality is limited.

     To restore HP+ or Instant Ink services, disconnect the USB cable, and then reconnect the printer to the internet. You might need to remove your printer from the HP Smart app, and then set it up again over the internet.

     CAUTION:

     HP+ and Instant Ink enrolled printers must maintain an internet connection. Disconnecting the printer from the internet or using a USB-only connection can prevent the printer from functioning properly.

     

   • Black circle icon : Your printer is not connected to your device.

     To reconnect the printer, make sure the printer USB cable is connected directly to the computer, or the Wi-Fi light or icon ( or ) is solid blue on the printer control panel. If the issue persists, go to HP printer is offline or unavailable.

     

   • Yellow triangle icon or Red circle icon: Your printer is connected to your device, but it needs attention before it can print. For example, the message might say Align the Printheads, Out of Paper, or Printer Door Open.

     

If the previous steps did not resolve your issue, contact HP Customer Support for further assistance.

1. Go to HP Customer Support - Contact.

2. Enter your product serial number to view warranty status and to change your location, if necessary.

3. Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.