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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎11-07-2020 08:47 AM - edited ‎11-07-2020 08:54 AM

HP Recommended
Product: Officejet pro 6830
Operating System: Microsoft Windows 10 (32-bit)

Hi,

my father who's not so tech savvy owns an Officejet pro 6830.

after PC was shutdown overnight the scanner suddenly stopped working with the error:

"unable to communicate with scanner" (The printer itself prints in order).

He needs it for the upcoming week.

 

So via remote control we followed the advice on this thread:

https://h30434.www3.hp.com/t5/Scanning-Faxing-Copying/Officejet-pro-6830-unable-to-communicate-with-...

 

(basically it's a complete uninstall, physical disconnection/re-connect and install again), but to no avail.

I also tried choosing different connection methods upon setup (wired to router / wifi) but it doesn't make a difference - printer itself prints in order but the same error from the scanner...

In addition, The HP utility diagnostics tool gets stuck at the driver stage (exclamation mark on it), and says that I need to contact support.

 

By any chance may someone please offer a quick advice on how we are able to resolve this?

 

Thanks in advance!

Category:
2 REPLIES 2

‎11-08-2020 09:03 AM

HP Recommended

There is a USB port on the left side of the printer, you can scan to a USB drive directly without a computer, and later use scanned files from USB drive on a computer.

 




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‎11-10-2020 03:45 AM

HP Recommended

Hmmm... i wasn't aware of that option, but this workaround wouldn't had fit my father.

In any case, after talking to Hp tech support on the phone they reckoned that there's probably a mechanical failure. So in the end he bought a new one...

Thx anyway!

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