Hp printer 6455e and when i hit scan it cannot scan from this printer

either no scanner was detected or HP smart is not compatible with the scanner in this printer. my printer does have a scanner feature.

Maksym Prykhodchenko

Hello, thank you for using Howly.
What troubleshooting have you done so far?

Customer Replay

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tried different variations but it says its ready
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this is what comes up when i hit scan

Maksym Prykhodchenko

Thank you for the details!
Is your HP printer connected to your computer through the USB cable or Wi-Fi network?

Customer Replay

i have usb hooked to computer

Maksym Prykhodchenko

Got it, thank you so much for all the details!
*****, please reset your printer to recover from errors and failures:

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.
Turn on the printer to complete the reset.

While the printer is resetting, please close the HP Smart on your computer as well

Customer Replay

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done. I will send the screen. my printer says off line but purple lite is on that means connected.
i can print off usb printer. thats what i usually use so not internet

Maksym Prykhodchenko

Noted! No worries
Please, run the diagnostics in the HP Smart app:

Open the Diagnose & Fix tool from the app home screen.
Click the Diagnose & Fix icon in the bottom-left corner
Click Start, and then wait a few minutes while the app diagnoses and fixes any
issues found.
Please, send me the app results.

Customer Replay

Where do i find the diagnostics? clicked help button but didnt see it

Maksym Prykhodchenko

Please, choose the home menu and click on the wrench symbol in the bottom-left corner

Customer Replay

found it running now
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Maksym Prykhodchenko

Please, click "Done" and follow the steps below:

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

Customer Replay

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I will select set up 6400 series
done and it scanned. not sure why not when installed 1st time

Maksym Prykhodchenko

Perfect!
I am glad that your problem is resolved!
Do you have any additional questions I can help you with?

Customer Replay

not at this time. thank you.

Maksym Prykhodchenko

You are always welcome!
Thank you for choosing our service!
If you have any additional questions, don't hesitate to contact us anytime. Have a nice one!

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