HP envy 120 - scanning via aio app

Hello,
I am having a problem using the HP All in One app for scanning.
I am using an HP envy 120 printer/scanner.
The printer and scanner work fine when operating directly on the printer device.
However, when using the app, the printer works fine but the scanner does not. I am trying to scan a document on the printer, but manage the scanning process from my ipad. The app triggers the scan to start (the printer recognises this and moves the scanner over the document). But the app then stops and displays an error message: "There was a problem during the scan. Please check the scanner and try again."
I have not been able to find a solution for this online. Can you please help? Thank you.

Hello AckHP,
I see you are trying to scan with the AiO Printer Remote Mobile App, using the Envy 120 and an iPad.
Seeing that you can print from the iPad, scan and print from the printer control panel, it would seem to be a communication issue between the router, iPad and printer.
1. Try checking for updates on the printer first, Getting the Latest Firmware and Product Updates. If this helps, no need to continue.
2. Power reset the iPad, printer and router.
First the router; if it has a power button, press that. If not, remove the power cord.
Remove the power cord from the printer, while on.
Hold the Home and Lock button down on the iPad till it powers off.
After one full minute, power on all devices and try scanning again.
3. Uninstall and install the App, then try scanning again.
Let me know the results.
JERENDS
I work on behalf of HP
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Hi @sergiotricanico,
Welcome to the HP Support Forums. I understand that you are experiencing issues with the scan to email app on your Envy 120 printer.
Please call HP’s Cloud Services at 1-855-785-2777 if you live in the USA/Canada region. If you live outside the USA/Canada region please click here to find the Technical Support number for your country/region.
Regards,
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Hi @sergiotricanico,
Welcome to the HP Support Forums. I understand that you are experiencing issues with the scan to email app on your Envy 120 printer.
Please call HP’s Cloud Services at 1-855-785-2777 if you live in the USA/Canada region. If you live outside the USA/Canada region please click here to find the Technical Support number for your country/region.
Regards,
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Please click on the Thumbs Up on the right to say “Thanks” for helping!
Please click “Accept as Solution ” on the post that solves your issue to help others find the solution.
I work on behalf of HP

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Hi , I see that you are getting vertical lines when scanning. I would really like to be able to help you resolve this issue today.
I would suggest to uninstall the old printer software, download and install the latest software from HP, if you haven't already. HP ENVY 120 e-All-in-One Printer Full Feature Software and Drivers. If you are still having issues, uninstall and if you still have the CD, install that software to see if it will resolve this issue. If you appreciate my efforts, please click the 'Thumbs up' button below. Please let me know the outcome. Thank You.

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Replied on: http://h30434.www3.hp.com/t5/ePrint-Print-Apps-Mobile-Printing-and-ePrintCenter/HP-AiO-Remote-will-n...
TwoPointOh
I work on behalf of HP
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HP AiO Remote will not recognize scan and copy function of HP Envy 120 printer

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Turn off your printer with the power button. Power down the iPad by holding the sleep button down until you get the option to 'slide to power off'. Then disconnect the power cord to your router and count to about 10, and then plug it back in. Once the router comes back online, turn the printer on. When the printer comes back online (blue wi-fi light stops blinking), then power the iPad back up. Try again, and it should work.
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TwoPointOh
I work on behalf of HP
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Hi @sueholt0 , welcome back to the HP Forums!
I see you're having print issues. I'd like to help.
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Once you have deleted it, I would suggest verifying and repairing the disk permissions: About Disk Utility's Repair Disk Permissions feature.
I would also suggest running your Apple updates: OS X: Updating OS X and Mac App Store apps
After the updates, I would recommend reinstalling the HP ENVY 120 e-All-in-One Printer Full Feature Software and Drivers.
Good luck and please let me know the results of your troubleshooting steps. Thank you for posting on the HP Forums!
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Jamieson
I work on behalf of HP
"Remember, I'm pulling for you, we're all in this together!" - Red Green.

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Hi,
As you mention that you do able to use the printer with no issues by using HP Wireless Direct, that means that this is neither HP or Apple issue but a network connectivity issue.
Apple devices uses Bonjour to communicate with the printer, that relies on IP Muticasting which need to be supported by your router.
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Additionally, have you tried rebooting your router by unplugging its power for 10-20 seconds? once it starts up reboot both the printer and then Mac and check for any difference..
Please try that and check if that help. if the issue persists do let me know your router brand and model, its settings or capabilities may cause a such and may prevet this kind of connectivity.
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View Solution.

Hi artrum,
I understand you've been experiencing issues scanning from your Officejet 8600 using the Windows Scan and Capture program. I will certainly do my best to help you with this!
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Hope this helps, have a great day!
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**MissTeriLynn**
I work on behalf of HP

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This question was solved.
View Solution.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post serial numbers and case details.
If you are unfamiliar with how the Forum's private message capability works, this post has instructions.
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Sunshyn2005 - I work on behalf of HP

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Hi Brode,
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Issues when Connected to an Uninterruptible Power Supply/Power Strip/Surge Protector
In this document you will see,
ISSUE:
Problems or issues may arise when an HP LaserJet series printer is connected to an uninterruptible power supply (UPS), a power strip, or a surge protector
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HP printers generally have a 1 year warranty from their purchase date, you can verify the warranty using the following link if you would like; warranty check.
I hope this helps.
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Sunshyn2005 - I work on behalf of HP

My HP Envy 120 wireless printer will not print from my ipad.

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I have taken all the advice (I think) from the HP Help site, like switching off and on again, like Uninstall and then Install again. Nothing has made any difference.
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View Solution.

No problem, I hope my responses were helpful in some way. The claim code that was printed on the "Important Printer Setup instructions" page when you enabled web services is the printers unique email address, when you append it with @hpeprint.com. AS you have seen, when you send an email from your iPad tot his address with either text content or a file attachment it will print on your Envy 120 provided both the printer and the iPad are connected to the internet via your WiFi network at the time you send the message. Just in case you run into any issues with ePrint jobs being delayed or not completing, here is a support document that gives possible causes and solutions.
Best
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I am an HP employee.

HP envy 120 - scanning via aio app

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