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Karel6
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Solved!

Scanning problem

HP Recommended
???
Microsoft Windows 10 (32-bit)

I just bought a new printer: HP Envy 5030

After installing wiith cable printer works fine, scan does not work.  Installing second time on wifi, scan worked  only once and then no more.  So scan is not working.

 

The printer was delivered without a cable. So I use my old one. Can this be the problem?  It seems impossible to retrieve a phone number from HP. Could one give me a phone nr. to call them in the Netherlands? I want them to send me a new cable.

I am very sorry I bought a printer directly form HP. They make contact so difficult.

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Mans
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Message 2 of 6
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HP Recommended

@Karel6 

Hello,

Please update the printer firmware as follows:

  1. On the printer operation panel, press the Wireless icon () in order to retrieve the IP address of the printer.
  2. Launch a webpage and enter this address in the Address bar and tap Enter. The printer's Web interface opens.
  3. Click on the Tools tab, then develop Printer Updates, and then click Firmware Updates.
  4. In the right pane, click the Check Now button to install the latest firmware update.


Please check the Windows Image Acquisition (WIA) service to see if it is working properly by doing the following:

  1. On the keyboard, press the Windows flag and the R key simultaneously. The Run window opens.
  2. Type services.msc and OK. The Services (local) window opens.
  3. Double-click on Windows Image Acquisition, then click on the Connection tab.
  4. Check Local System Account and Allow the service to interact with the office.
  5. Click on the Dependencies tab and check that Remote Procedure Call (RPC) and Kernel Hardware Detection exist in the first window.
  6. Click on the General tab, and restart the service by clicking on Stop, then Start.
  7. Close the Services window.
  8. Try to scan.

 

If the Kernel hardware detection dependency does not exist, please add it as follows:

  1. Simultaneously press the Windows flag and the R key. The Run window opens.
  2. Type regedit, then OK. The registry editor opens.
  3. Expand HKEY_LOCAL_MACHINE, then SYSTEM, CurrentControlSet, Services and select StiSvc.
  4. In the right pane double click on Depend on service.
  5. You will find RpcSs, just add ShellHWDetection underneath, then click on Enter and OK.
  6. Close the registry editor.
  7. Try to scan.

 

Regarding the USB cable, I recommend that you contact HP Technical Support: https://www8.hp.com/nl/nl/contact-hp/phone-assist.html

In case of need, please do not hesitate to contact us.

Best regards,:Wink:



I'm not an HP employee. Did this message answer your question? Include it below as an Accept As Solution! Did you find this message useful?  Click on the thumbs up set to give a Compliment! Follow us on Facebook Assistance customers HP.

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5 REPLIES 5
Mans
Level 15
Level 15
1,686 1,665 175 566
Message 2 of 6
Flag Post
HP Recommended

@Karel6 

Hello,

Please update the printer firmware as follows:

  1. On the printer operation panel, press the Wireless icon () in order to retrieve the IP address of the printer.
  2. Launch a webpage and enter this address in the Address bar and tap Enter. The printer's Web interface opens.
  3. Click on the Tools tab, then develop Printer Updates, and then click Firmware Updates.
  4. In the right pane, click the Check Now button to install the latest firmware update.


Please check the Windows Image Acquisition (WIA) service to see if it is working properly by doing the following:

  1. On the keyboard, press the Windows flag and the R key simultaneously. The Run window opens.
  2. Type services.msc and OK. The Services (local) window opens.
  3. Double-click on Windows Image Acquisition, then click on the Connection tab.
  4. Check Local System Account and Allow the service to interact with the office.
  5. Click on the Dependencies tab and check that Remote Procedure Call (RPC) and Kernel Hardware Detection exist in the first window.
  6. Click on the General tab, and restart the service by clicking on Stop, then Start.
  7. Close the Services window.
  8. Try to scan.

 

If the Kernel hardware detection dependency does not exist, please add it as follows:

  1. Simultaneously press the Windows flag and the R key. The Run window opens.
  2. Type regedit, then OK. The registry editor opens.
  3. Expand HKEY_LOCAL_MACHINE, then SYSTEM, CurrentControlSet, Services and select StiSvc.
  4. In the right pane double click on Depend on service.
  5. You will find RpcSs, just add ShellHWDetection underneath, then click on Enter and OK.
  6. Close the registry editor.
  7. Try to scan.

 

Regarding the USB cable, I recommend that you contact HP Technical Support: https://www8.hp.com/nl/nl/contact-hp/phone-assist.html

In case of need, please do not hesitate to contact us.

Best regards,:Wink:



I'm not an HP employee. Did this message answer your question? Include it below as an Accept As Solution! Did you find this message useful?  Click on the thumbs up set to give a Compliment! Follow us on Facebook Assistance customers HP.

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Karel6
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Message 3 of 6
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Problem has been solved.

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Mans
Level 15
Level 15
1,686 1,665 175 566
Message 4 of 6
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@Karel6 

Hello and thanks for your return,

 

Congratulation!:Award_Gold:

If my previous answer was favorable to you, thank you to close the subject by clicking on 'Accept as a solution' at the bottom of the previous message.

 

I welcome you to the English HP community support.

 

Do not hesitate to contact us in case of need.

 

Best regards,:Wink:



I'm not an HP employee. Did this message answer your question? Include it below as an Accept As Solution! Did you find this message useful?  Click on the thumbs up set to give a Compliment! Follow us on Facebook Assistance customers HP.

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micky2718
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Message 5 of 6
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HP Recommended

Hi, @Karel6, I just bought Deskjet Ink Advantage 3835. 

I also have scan problems with it. 

But I see it's software some differs.

I could not start WIA after it stopped.

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Karel6
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Message 6 of 6
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Install HP app!  Call help desk.

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