03-20-2014 08:20 AM
This is a new issue that has just popped up and I have no idea why it is happening. When I go to scan a document the scan starts moving down the page and then freezes. The software is completely frozen. I have to reboot my laptop and reboot my printer to get any of the software to respond again.
03-21-2014 03:29 PM
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Sorry to hear that you are having an issue with the scanning software and the scanner freezing while attempting to scan. So I can better assist you, Please respond with which Operating System you are running.
Which Windows Operating System am I running?
Please respond back at your convenience and I will be happy to help.
03-24-2014 09:36 AM
Hello again wingfan13,
Thank you for writing back to me with the Windows information. I do have a couple suggestions on how to resolve this issue. First step I would like for you to take is to please be sure you have the printer power cable connected to a wall outlet and NOT a power bar/strip. HP printers already have a built in surge protector and if you have it connected to a bar/strip the printer will NOT get all the power needed to function properly and this will cause communication errors or false errors on the printer display screen. Here is a document the explains the Issues when Connected to an Uninterruptible Power Supply/Power Strip/Surge Protector.
Another step we can try would be to download and run the HP Print and Scan Doctor.
If this does not resolve the issue, please feel free to write back for additional troubleshooting instructions.
Thank you for your time.
03-24-2014 09:57 AM
Sorry about the link not working. Please click on this link for the HP Print and Scan Doctor.
I just tested this one and worked fine for me. Please let me know if you have any issues.
Thanks again and I do apologize for the inconvenience.
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