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HP Customer Support - Knowledge Base

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Win10 - USB Printing broke post Windows update
USB connected printers don't print / not recognized. Fix Win10 USB Print issue

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Need Windows 11 help?
Check documents and videos on compatibility, FAQs, upgrade information and available fixes. Windows 11 Support Center

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

When attempting to scan with the HP Smart app for Windows or macOS, a Scanning is Currently Unavailable message displays and you cannot scan with the app.

To fix the issue, reset the printer, check the printer connection status in the HP Smart app, use the HP Smart Diagnose & Fix tool, reset the USB printer connection, and then re-add the printer to the app.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Example of Scanning is Currently Unavailable message in HP Smart

Reset the printer

Reset the printer to recover from printer errors or failures.

If your printer has a rechargeable battery, remove it.
With the printer turned on, disconnect the power cord from the printer.
Unplug the power cord from the power source.
Wait 60 seconds.
Reconnect the power cord to a wall outlet and to the printer.

Note:
HP recommends plugging the printer directly into a wall outlet.
Turn on the printer to complete the reset.

Check the connection status in the HP Smart app

Confirm 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.

If Ready displays with a green check mark icon , the printer is connected to the computer over the same Wi-Fi network or with a USB cable. Continue troubleshooting.
If Ready displays with green cloud icon , the printer is in remote mode which does not allow access to all printer functions such as scanning. Connect your computer to the same Wi-Fi network as your printer or with a USB cable.
If Unavailable displays with a black icon , the printer is not connected to the computer. Connect your printer to the computer over the same Wi-Fi network or with a USB cable. For more information, go to HP printer setup (HP Smart app).

Run the HP Smart Diagnose & Fix tool (Windows, Mac)

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

Open the HP Smart app, and then open the Diagnose & Fix tool from the app home screen.
- Windows: Click the Diagnose & Fix icon in the bottom-left corner.
- macOS: From the top menu bar, click PrintersDiagnose & Fix.
Opening Diagnose & Fix in Windows (left) and macOS (right)
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.
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

Reset the USB printer connection (Windows, Mac)

For printers connected with a USB cable, reset the printer connection in Windows or macOS to clear any communication issues between the printer and HP Smart app.

Reset the USB printer connection (Windows)

Reset the USB printer connection in Windows to help resolve any HP Smart app communication issues.

Disconnect the USB cable from your printer.
On your computer, close the HP Smart app.
In Windows, search for and open Control Panel.
Under Hardware and Sound, select View devices and printers.
Find and select the name of your printer in the list, and then click Remove deviceYes. Repeat this process for any other printers with the same name.

Windows removes the printer and it no longer displays in the list.
In Windows, search for and open Task Manager, and then select More details to see the background tasks.
Click the Name column heading in the top-left to alphabetize the list, and then search for HP Smart.
- If HP Smart does not display in the list, you do not need to doing anything. Continue with these steps.
- If HP Smart does display in the list, select each instance of HP Smart, and then click End Task.
  
  Tasks Manager ends the task and HP Smart no longer displays in the list.
Close Task Manager, and then reconnect the USB cable to the printer.
Search for and open Printers & scanners, and then wait a few minutes for the printer to reconnect and display in list.
- If the printer name does not display, click Add a printer or scanner, select your printer in the list, and then click Add device.
- If the printer name displays, the connection reset is complete.
The printer is ready to use in Windows.

Reset the USB printer connection (Mac)

Reset the USB printer connection in macOS to help resolve any HP Smart app communication issues.

Disconnect the USB cable from your printer.
On your Mac, click the Apple icon , and then click System PreferencesPrinters & Scanners.

A list of connected printers and scanners displays.
Find and select the name of your printer in the list, and then click the minus-sign . Repeat this process for any other printers with the same name.

macOS removes the printer and it no longer displays in the list.
Reconnect the USB cable to the printer, and then wait a few minutes for the printer to reconnect and display in the Printers & Scanners list.
- If the printer name does not display, click the plus-sign , select your printer in the list, and then follow the prompts to add the printer.
- If the printer name displays, the connection reset is complete. Continue to with these steps.
In Printers & Scanners, select the name of your printer, and then make sure the Scan tab is available above the printer icon.
- If the Scan tab displays, the printer is ready to print and scan in macOS.
- If the Scan tab does not display, remove and re-add your printer, and then make sure the Scan tab is available.

Re-add the printer to the HP Smart app

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

Make sure the printer is connected to the same network as your computer or with a USB cable.
Close then reopen the HP Smart app.
On the app home screen, right-click or long-press the printer icon, and then click Hide Printer.
Click Hide Printer again to confirm.

The HP Smart app removes the printer and it no longer displays in the app.
On the app home screen, click Add Printer or the plus-sign , and then follow the prompts to re-add the printer.

Printer displays on the app home screen and is ready to use.

Contact HP Customer Support

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

Go to HP Customer Support - Contact.
Enter your product serial number to view warranty status and to change your location, if necessary.
Select a support option. If you are in Asia Pacific, you will be directed to a local service center in your area.

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