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- HP Community
- Printers
- Printer Setup, Software & Drivers
- Cannot scan after Windows 10 upgrade
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07-19-2016 02:41 PM
After upgrading to Windows 10 Pro 64-bit, I can't scan to my OfficeJet 8500 909n. I get this message:
"The scan cannot be performed because another program or computer is using the networked HP imaging device. Try again later."
I have de/re installed HP Solution Center 5 times. I have rebooted routers. I have power-cycled my PC and printer many times.
I can print to this printer from three PC's. I just can't get the scanning to work like before. This has been driving me crazy for over 5 hours. I am honestly ready to revert back to Windows 7. The printer is connected via wired network.
Can anyone please help?
Thank you.
Kind regards,
Jim
Solved! Go to Solution.
Accepted Solutions
07-20-2016 09:31 AM
Hi
Thanks for the feedback, can you try this alternative software:
HP Scan Extended
ftp://ftp.hp.com/pub/scanners/HPScanExt/HPScanExt.msi
Once it's downloaded and installed, go to Start > All Programs > HP > HP Scan Extended > Run "HP Scan Extended"
Let us know if that works.
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Question / Concern Answered, Click "Accept as Solution"
07-20-2016 08:16 AM
Hi,
Thanks for using the HP Forums. Can you try the following:
Please Download and run the HP Print and Scan Doctor (PSDR) tool to diagnose and fix your problem
http://h20180.www2.hp.com/apps/Nav?h_pagetype=s-926&h_lang=en&h_client=s-h-e016-1&h_keyword=dg-PDU
Hope that helps.
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Question / Concern Answered, Click "Accept as Solution"
07-20-2016 08:23 AM - edited 07-20-2016 08:24 AM
Thank you, but I tried that utility already, to no avail. Is it normal that my printer appears twice? (see screenshot)
I gave it a name (years ago) of SRV. Should that be removed? If so, how?
07-20-2016 09:18 AM
Hi,
Would suggest that you try the following;
Please Uninstall and Reinstall the FULL feature software following these steps:
1. Uninstall the software in your computer
2. Download and save the FULL feature software (do not install it online)
The following resource will help you :
HP Printer Install Wizard for Windows
http://ftp.hp.com/pub/softlib/software13/COL50403/mp-150580-2/hppiw.exe
3. Install the FULL feature “Saved” software
Once you have downloaded and installed the FULL feature software, you will be able to print and scan.
Hope that helps!
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Question / Concern Answered, Click "Accept as Solution"
07-20-2016 09:27 AM
I'm sorry to say that I did installit that way twice. I was careful to completely remove the old version - and then installed the complete new version (exe) from within my PC. This problem is far more involved than re/de install. There is DEFINITELY a driver-type problem.
07-20-2016 09:31 AM
Hi
Thanks for the feedback, can you try this alternative software:
HP Scan Extended
ftp://ftp.hp.com/pub/scanners/HPScanExt/HPScanExt.msi
Once it's downloaded and installed, go to Start > All Programs > HP > HP Scan Extended > Run "HP Scan Extended"
Let us know if that works.
Click Helpful = Yes to say Thank You.
Question / Concern Answered, Click "Accept as Solution"
07-20-2016 10:04 AM
The HP Scan Extended utility works!! It does most everything the original scan software does - except that it does not identify individual photos and break them apart. It keeps everything as one image (requiring manual crop and save for each photo).
For me, this is a 90% fix. At least I can scan to image or pdf and send to email, etc.
Would still really like to see HP fix the scan problem from within the "HP Solution Center".
Thank you!
07-20-2016 10:14 AM
Hi,
Glad to hear that your issue is resolved and all is working well now (even though it's 90%).
Have a nice day! 🙂
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Question / Concern Answered, Click "Accept as Solution"
07-20-2016 10:16 AM
Hi @Hal56
You may be interested in this resource for scanning :
Hope that helps!
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Question / Concern Answered, Click "Accept as Solution"
07-20-2016 10:33 AM
Well, since we've gotten this far with using an alternate scan utility, I need to ask if there might be another scan utility that contains "Advanced Settings" so it can perform the "Auto-crop" function, for doing multiple photos. The HP Scan Extended utility does not provide for this.
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