Envy 7640 printer won't scan, prints ok

[RickA]

My 7640 no longer will scan.   For some time, it would not "scan to computer" from the printer, but I could initiate the scan on the computer and it would work.  It still says, "The connection to the computer has been lost" when scanning from the printer (i.e. it still doesn't work), but now it won't scan from the computer either.   I ran the HP Print and Scan Doctor and it scans a document and the printer says it was successful, but the Scan Doctor says, "The HP ENVY 7640 was not found."  Obviously it found it, but there is some problem.  It hangs displaying the "Finding and fixing scanning problems" window with the smaller "Scanning ..." window, but doesn't resolve the problem.

I have uninstalled the printer and then reinstalled it using the driver downloaded from the HP site, but it won't work.  It prints ok, but it won't scan. 












 

[The_Fossette]

Hi @RickA

Welcome to the HP Forums!

It is a great way to engage, post questions and find resolutions by working with specialists in the HP community.

I reviewed your post and I understand that you are having issues scanning from the printer.

I’d love to help!

In order that I may provide you with an accurate solution, I will need a few more details.

• The operating system you are using.
• How is the printer connected to the computer? (USB/Wireless)

Provide me the above information so that I can assist you better.

Looking forward to your reply and you have a great day!

Take care!

Cheers!

[RickA]

The OS is Windows-10 on HP Envy.  

The printer is connected via wireless.

[A4Apollo]

Hi! @RickA, I am the MrRobot. It looks like you were interacting with @The_Fossette, but he is out of the office today so I'll take over from here.

Thanks for your generous response and time.

Appreciate your efforts for trying out the steps.

Are you able to make a copy from ADF?

Restarting the computer and printer can restore the lost scan connection.
Turn off the printer.
Make sure the printer power cord connects directly to an electrical outlet and not through a surge protector or power strip.
Close all running programs on your computer, and then shut down the computer.
Turn on the printer.
Turn on the computer.
Search Windows for your printer model name, and then click the printer name in the list of results.
If HP Printer Assistant opens, click Scan a Document or Photo or Manage Scan to Computer, and then make sure the checkbox is selected next to Automatically start Scan to Computer when I log onto Windows.
If HP Solution Center opens, click Scan Settings to view scan connection status, settings, and preferences.
If your printer name is not in the results, skip to the step to install the HP software for your printer.
Try to scan.
 

Refer this article to further troubleshoot Network Scanner Connection Errors. 

If the issue still persists, uninstall the printer software from root level and install the latest printer software.

1. Navigate to Start >Type Devices and Printers in the Search > Select it from the results

2. Highlight your printer object and Right Click

3. Choose Remove Device

4. Highlight something else from the list

5. Click the Print Server Properties button from the toolbar

6. Select the Drivers Tab

7. Highlight the appropriate print driver

8. Click Remove

9. Check the Remove Driver and Driver Package option when prompted

10. Click OK

Update the printer software using this link.

Let me know if this works!

Have a great day ahead! 🙂

[RickA]

I have already done all the things you suggest as part of the HP troubleshooting process including installing the driver from the file you provided, turning off the printer, unplugging the printer, rebooting, etc.  The printer still doesn't scan.  It prints fine.  I think it is some unusual interaction between Windows10 and the printer/scanner software.  It has been working (except for initiating the scan from the printer) fine until recently.  I suspect HP upgraded the software and it stopped working.  Now when I click on Scan in the printer assistant, it says, "The HP ENVY 7640 series was not found."  It obviously can find it (because it prints ok); it just doesn't want to find it.

As I noted, the printer is able to scan to the computer during troubleshooting.  I hear the scanner turn on and scan and the printer says the scan completed.  It sounds just like it worked.  But the standard scan won't work. Everything works fine offline including fax.

Thanks

P.S The install software is very annoying because it forces me to answer a bunch of stupid questions every time I try to install it.  I just lie about the answers... Is this used in a home or business, etc.  If you force me to respond to this nonsense to install the product, you will get bogus results.... guaranteed, and lots of them, because I've installed this a whole lot of times now.   Create an account, get instant ink, register, etc., etc.

[A4Apollo]

Hi! @RickA, Thanks for your response and time.

I once again appreciate your efforts for trying out the steps.

As you mentioned even after trying out the steps the issue still persists.

Try performing a semi full reset on your printer and check if it helps.

Sine the steps to perform semi full reset is confidential I will send you the steps in a private message, watch your inbox.

If the issue still persists after semi full reset it is a hardware issue, please contact HP support for service options.

Link to contact HP.

Let me know how it goes!

Have a great day ahead! 🙂

[RickA]

I connected another computer and it scans fine to that computer.  Since it's scanning over the internet, the connection is identical between the two computers.  Both computers are running Windows-10, but the first one still will not scan from the printer, either initiating the scan from the computer or from the printer.  When I initiated the scan from the printer, it pops up a window on the computer that says "The HP ENVY 7640 series was not found."  (Same as initiating it from the computer)   If I don't close the window and try it again (from the printer) it says "The HP Scan application is currently in use with another task or another user on this computer.  Please wait until the other task is complete and then try again."

Apparently something got messed up on the computer side, not the printer side.  Maybe something is not cleaned out of the registry.  Whatever it is, it is not removed by uninstalling. 

I also have an HP Officejet 7610 connected wireless to the same computer.  It does not scan using HP scan either, but I don't think I ever set it up to scan.  Windows scan does not show the 7640, but it does show the 7610.  I can scan from the 7610 using Windows Fax and Scan.  I cannot from the 7640 using Windows Fax and Scan because it doesn't show up.

[A4Apollo]

@RickA, thanks for your response and time.

Appreciate your efforts in trying out the steps.

As you mentioned when you connect your printer to a different PC you are able to scan. So it is certainly an issue with PC.

Try disabling the antivirus and firewall on your PC and uninstall the printer software from root level and reinstall the driver and check if it helps.

If the issue still persists try performing a restore or recovery on the PC and check if it helps.

Let me know if this works!

Have a pleasant day ahead! 🙂

[RickA]

Disabling anti-virus didn't help.  How to you uninstall from root level?  How is that different from normal Windows uninstall? 

I'm confident a restore/recovery would work, but that is a week-long process (for me) that requires reinstalling all my software and programs, all my settings get wiped out, etc. 

Since the 7610 scans, the problem is related directly to the 7640 software.  The 7640 does not show up in Windows Fax/Scan menu.  Perhaps that's related.  What do I need to do to get it in the menu? 

[A4Apollo]

@RickA, Thanks for your response and time.

I appreciate your efforts for trying out the steps.

You can download Revo uninstaller on your PC and uninstall the printer drivers and reinstall the printer drivers.

Also, I recommend you perform a 'hard reset':

1. Ensure your printer is powered on.
2. Disconnect the power cord from the rear of the printer.
3. Wait 60 seconds.
4. Reconnect the power cord to the rear of the printer.
5. Press the Power button to turn on the printer (if it does not automatically reboot).

Test scanning again

If the issue still persists, Try formatting your PC and try again.

Have a great day ahead! 🙂