HP Laser MFP 137fnw - HP Smart scan button not working or preview not loading (Android)

HP Laser MFP 137fnw - HP Smart scan button not working or preview not loading (Android)

When attempting to scan with the HP Smart app for Android, the scan button is grayed out, unresponsive, or the preview screen is not loading. To resolve the issue, reset the printer, re-add the printer to the app, and then clear the app cache.

NOTE:

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved. Wait 15 seconds for the app to load the printer settings, and then try to scan.

Reset the printer

Reset the printer to recover from printer errors or failures.

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

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Unplug the power cord from the power source.

  4. Wait 60 seconds.

  5. Reconnect the power cord to a wall outlet and to the printer.

    NOTE:

    HP recommends plugging the printer directly into a wall outlet.

  6. Turn on the printer to complete the reset.

Check the network connection status in the HP Smart app

Confirm 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.

  • If Ready displays with a green check mark icon , the printer is connected to the device over the same network. Continue troubleshooting.

  • If Ready displays 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 your printer.

  • If Unavailable displays with a black icon , the printer is not connected to the device. Connect your printer to the device over the same network. For more information, go to HP printer setup (HP Smart app).

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.

  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.

Clear HP Smart app cache (Android)

Remove the temporary files (cache) in Android for the HP Smart app, and then re-add the printer to the app.

  1. On your mobile device, open the Settings menu.

  2. Tap Storage, and then tap Apps or Other Apps.

  3. Find and select HP Smart in the list.

  4. Tap Clear Cache to remove temporary app files, and then tap Clear storage to delete all app data.

  5. Open the HP Smart app, and then sign in to your HP Smart account.

  6. On the app home screen, tap Add printer or the plus sign .

  7. Follow the prompts in HP Smart to re-add the printer to the app.

Contact HP Customer Support

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.

https://support.hp.com/

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