HP's scanning help splits into two problems: the app cannot reach the scanner, or the scan looks bad. When the HP app says Printer is Not Available or Scanning is Currently Unavailable, HP has separate fixes for network-connected and USB-connected printers, and the usual first steps are to make sure the printer and computer are on the same network, restart the printer, computer and router, and run Diagnose & Fix in the HP app; if scanning over wifi stopped after a router change, reconnect the printer to the network. For USB, try another cable and port. For poor scan quality, HP says specks of debris collect on the scanner glass and the white plastic backing over time and can leave streaks, lines, black dots or unclear text,
so clean the glass and backing with a soft lint-free cloth lightly dampened, never spraying liquid onto the glass. Place originals face down at the alignment mark, close the lid, choose a suitable resolution and file type, and scan again. If the scan is blank, check the original is face down and the glass is not scratched. For flatbed versus feeder, use the glass for one page and the feeder for stacks. Update the printer firmware and the HP app, and make sure the computer's firewall or security software is not blocking scanning. Keep a lint-free cloth near the printer and wipe the glass every few weeks. Most scan problems that look like software faults turn out to be a dirty glass or the wrong connection.
Differential
Likely causes of “HP printers scanner is not found or scanning fails”, and how to tell them apart
- 1
Not on the same network
What separates it The scanner is not available because the computer is not on the same network
How to confirm Join the printer's network on the computer, and try the scan again
- 2
A wifi change
What separates it Scanning stopped after a router change because the printer lost the network
How to confirm Reconnect the printer to the new wifi, and then scan again
- 3
Dirt on the glass
What separates it There are lines or dots on scans because dirt is on the glass
How to confirm Clean the glass and the backing with a soft lint free cloth
- 4
A bad USB cable
What separates it The USB scan fails because the cable is bad
How to confirm Replace the USB cable with a new one, and try again
- 5
Blocked by security software
What separates it The scan cannot start because security software blocks it
How to confirm Allow the app in the security software, and then scan again
Before you touch a setting
Record this first — changing settings destroys the evidence
- The exact message that the scan shows
- Whether you use a network or a USB connection
- Whether copies made on the printer work
- The condition of the scanner glass
Try in this order
0 of 7 completedRead the message
ReversibleRead the message, and note whether it points to the network or the USB link.
Match networks
ReversibleMatch the networks, so that the printer and the computer share one, or use USB.
Restart devices
ReversibleRestart the devices, meaning the printer, the computer and the router, in turn, and then test again to see whether it helped.
Run Diagnose & Fix
ReversibleRun Diagnose and Fix in the HP app, which checks the scan connection, and then test again to see whether it helped.
Clean the glass and backing
ReversibleClean the glass and the backing with a soft cloth, to remove dirt and marks.
Scan again
ReversibleScan again, placing the original face down, against the corner mark on the glass, and then test again to see whether it helped.
Update firmware and app
ReversibleUpdate the firmware and the app, and then retry the scan, and then test again to see whether it helped.
Model-specific
What is true of this model and not of its siblings
- Flatbed and feeder
- Models with a feeder scan stacks; the glass handles single pages.
- Laser
- LaserJet Pro MFP models scan through the HP app or Windows tools.
- Other models this page answers
- These steps also fit models OfficeJet Pro 9125e, OfficeJet Pro 9015e, ENVY Inspire 7955e, ENVY 6455e, DeskJet 4155e, LaserJet Pro 4101fdw, LaserJet M234sdwe, Smart Tank 7602, Smart Tank 5101.
Stop boundary
When this stops being a self-service repair
- !If scanning stays unavailable after Diagnose & Fix, use USB to test
- !If lines remain after cleaning, the scan module may be damaged
- !If copies work but scans do not, the fault is in the connection
Evidence ledger
Sources behind this answer
HP app scan errors.
Cleaning the glass and backing.
Setup mode, network test report and router placement.
Installing the HP app and setting up.
The company and its products.
Exact questions
Common questions
Why does the app say Printer is Not Available?+
The scanner is not reachable over the network or USB.
Why did scanning stop after a router change?+
The printer lost the network when the router changed, so reconnect it.
How do I fix streaks?+
Clean the glass and white backing.
Should I spray the glass?+
No, do not spray the glass, since liquid can run under it and mark the scans.
Which way does the original go?+
Place the original face down on the glass, lined up with the corner mark.
Can I scan by USB?+
Yes, you can scan by USB, which avoids problems with the network.
Do copies work?+
Test copies to isolate the scanner.
Can security software block scans?+
Yes, security software can block scans, so allow the HP app.