Scanner says 'scanning' but it isn't

[billofohio]

It prints fine, but can't get it to scan, even when it says it's scanning.

[greenturtle]

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.

[billofohio]

I have tried the "scan and print" doctor and it freezes when I try to use it.

[greenturtle]

Hi,

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 :

http://123.hp.com/us/en/

Key in your printer model, Operating System and download & install the FULL feature software.

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.

If you are not sure how to do this, the following resource will walk you through the steps:

How to Uninstall Download & Reinstall a Printer software

Hope that helps!

[billofohio]

Nope, same problem after I installed the saved drive.  I did notice that when I clicked on the site to download, it said "basic" driver.  I didn't have the option to select "full".

[greenturtle]

HI,

Try this ;ink, you should see the FULL feature software:

http://support.hp.com/gb-en/drivers/selfservice/hp-envy-4500-e-all-in-one-printer-series/5304875/mod...

Thanks.

[billofohio]

I go to the site, download "full", but when it goes to install, it says "basic".  Help!

[greenturtle]

Hi,

If you have downloaded the FULL feature software, then don't worry about it when the installation says Basic software.

There should be a HP Printer Assistant on your desktop.  That's the indication that the FULL feature software is installed.

Thanks.

[billofohio]

I have the print and scan "doctor", but not an assist.  It still doesn't work.

[greenturtle]

Hi,

What Operating System are you using? Which version?

 Try this :

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.