HP Scan Software unable to find network attached Laserjet Pro MFP M479fdw

[jeandemo]

My Windows 11 computer intermittently gets disconnected from my network attached HP Color LaserJet Pro MFP M479fdw.

I have tried many times to resolve the issue to no avail, I suspect that this is because I am unable to software configure changes to the HP Scan Software.

The only workaround I have been able to find is to uninstall the driver software and reinstall it again.

Note that the printer/scanner MFP works perfectly otherwise.

I contacted HP support, but unfortunately, they were not able to resolve the issue.

Recently, HP released an updated version of the driver, and I really thought it was to address this problem along with others, but that did not happen.

Is anybody else having this problem?

I am anxious to find out, because I really do believe that it is a driver issue.

Please advise.

Thanks.

[Hawks_Eye]

Hi @jeandemo 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand the concern. It is good to `know that the HP Color LaserJet Pro MFP M479fdw continues to print and scan correctly after reinstalling the software, although the HP Scan software intermittently loses connection to the device. I also appreciate the extensive troubleshooting already performed, including driver updates and software reinstallation.

Based on the behavior described, the issue may be related to how the HP scan component communicates with the printer over the network rather than a hardware issue with the printer itself. Since printing remains functional and reinstalling temporarily restores scanning, the focus should be on maintaining a consistent network scanner connection.

Please try the following recommended checks:

Assign a Manual IP Address to the Printer

• From the printer control panel, print a Network Configuration Page.
• Note the current IP address.
• Access the Embedded Web Server by entering the printer's IP address into a web browser.
• Navigate to Network Settings.
• Configure the printer with a manual or reserved IP address so it does not change after router renewals or restarts.
• Save the settings and restart the printer.

Remove Existing Printer and Scanner Entries

• Open Windows Settings > Bluetooth & Devices > Printers & Scanners.
• Remove all entries related to the HP Color LaserJet Pro MFP M479fdw.
• Open Control Panel > Devices and Printers and remove any remaining instances of the device.

Perform a Clean HP Software Removal

• Uninstall all HP printer software from Apps & Features.
• Restart the computer.
• Download the latest Full Feature Software and Drivers for the HP Color LaserJet Pro MFP M479fdw from HP.
• Reinstall using the printer's manual IP address when prompted during setup.

Verify Windows Network Discovery

• Open Control Panel > Network and Sharing Center.
• Select Advanced Sharing Settings.
• Confirm Network Discovery is enabled.
• Confirm File and Printer Sharing is enabled.

Check Windows Scan Service

• Press Windows + R, type services.msc, and press Enter.
• Locate Windows Image Acquisition (WIA).
• Ensure the service is Running.
• Set Startup Type to Automatic if it is not already configured.

Recreate the Scanner Connection in HP App

• Open HP App.
• Remove the existing printer profile if displayed.
• Add the printer again using its IP address rather than relying on automatic discovery.
• Test multiple scan operations to verify stability.

Disable Power Saving Features on the Printer

• Open the printer's Embedded Web Server.
• Review Energy Settings.
• Temporarily increase sleep timers or disable deep sleep features for testing.
• Monitor whether the scan connection remains available after extended idle periods.

Verify Scan Access Through Embedded Web Server

• Enter the printer IP address in a browser.
• Confirm that Scan functions are accessible through the printer's web interface.
• If scan functionality remains available through the web interface when HP Scan loses connection, this points more toward the Windows software communication layer rather than the printer itself.

Since reinstalling the software consistently restores operation, it may also be helpful to observe whether the disconnect occurs after a Windows update, computer restart, network change, or extended idle period. That pattern can help identify whether the connection is being interrupted by the operating system, network discovery process, or scan software component.

Please let us know whether the printer is connected via Wi‑Fi or Ethernet, and whether the printer's IP address changes when the issue occurs. That detail will help narrow the focus further.

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[jeandemo]

@Hawks_Eye,

Good day, and thank you for your detailed response and feedback, it is greatly appreciated. Let me see how best I can respond to your comments:

Request:
Assign a Manual IP Address to the Printer
Answer:
The MFP has always had a static IP address, it was originally done years ago when I installed the unit for the first time. Take note also, that my Windows 11 computer also has a static IP address.

Request:
Remove Existing Printer and Scanner Entries
Answer:
Each time I lose connection to the scanner, I actually do this prior to reinstalling the software driver

Request:
Perform a Clean HP Software Removal
Answer:
To be honest, a few times in the past, when I lost connection to the scanner, I did do this process, but I realized that I didn't have to do it to reestablish connection to the scanner, particularly the part where you stated "Restart the computer". Also, when installing the software, when I select "Automatically Install the software", the software finds readily the IP address of the printer, so I do not need to do a manual install.

Request:
Verify Windows Network Discovery
Answer:
Network Discovery is enabled, because I access many devices on my network frequently, and I can easily see my file accessible devices using "File Explorer"

Request:
Check Windows Scan Service
Answer:
Yes, this is running

Request:
Recreate the Scanner Connection in HP App
Answer:
Never used the HP App before, I normally use HP Smart and HP Scan to scan something. However, I just installed the HP App, and it immediately recognized the printer. That said, I did try to use the "Scanner Tools Utility", but the software says "The connected device has no STU support".

Request:
Disable Power Saving Features on the Printer
Answer:
If you mean "Settings, Power Management", there are 2 settings
"Shutdown Mode":
Currently set at 2 hours
Disable Shutdown when ports are active is unchecked
"Sleep Mode"
Currently set at 15 minutes

I have changed them as follows:
"Shutdown Mode":
Still set at 2 hours
Disable Shutdown when ports are active is now checked
"Sleep Mode"
Changed to 1 hour

Take note that there is no selection to disable them

Request:
Verify Scan Access Through Embedded Web Server
Answer:
I am assuming that you mean Scan to Computer, Webscan
The interface says: You cannot use this function because it has been disabled. For more information, contact the person who set up the printer
Not sure how to enable this largely because I never used this feature on this printer before

Your Comment:
Since reinstalling the software consistently restores operation, it may also be helpful to observe whether the disconnect occurs after a Windows update, computer restart, network change, or extended idle period. That pattern can help identify whether the connection is being interrupted by the operating system, network discovery process, or scan software component.
Answer:
I did observe that this problem only started happening after I upgraded to Windows 11, so I am not sure it is connected to that. Also, I am not sure if this issue may be related to the new "Windows Protected Print Mode" feature, which I have not yet setup on my Windows 11 computer.
However, in order to check to see if it is directly related to Windows 11, I just installed the following onto one of my Windows 10 computers
Recommended software from HP Website:
HP LaserJet Pro M479fdw/M479fnw Printer Full Software Solution, 48.6.4638_1, 180.7 MB, Dec 14, 2022
Will check to see if this works when the scanner software disconnects from my Windows 11 computer again

Your Comment:
Please let us know whether the printer is connected via Wi‑Fi or Ethernet
Answer:
The printer is connected via a wired connection to the network

I hope this helps you to understand my environment and the status of same.

Anxious to hear from you.

Regards,

[Hawks_Eye]

Hi @jeandemo 

Thank you for the detailed update and for taking the time to test each recommendation. I appreciate the thorough information you have provided regarding your network configuration, software behavior, and observations across both Windows 11 and Windows 10 systems.

Based on your responses, several of the common causes can largely be ruled out:

• The printer and Windows PC are both using static IP addresses.
• The device is connected through Ethernet rather than Wi‑Fi.
• Network Discovery and the Windows Image Acquisition (WIA) service are functioning correctly.
• Printing remains available when the scanning connection is lost.
• Reinstallation of the HP software consistently restores scanner detection.
• The behavior appears to have started after the move to Windows 11.

Since the printer remains visible on the network and printing functionality is unaffected, the evidence points more toward the Windows scanning software communication layer rather than the printer hardware or network connectivity itself.

A few additional checks may help narrow this down further:

Test Windows Scan

• When the issue occurs again, try scanning with the built-in Windows Scan application.
• If Windows Scan can still communicate with the M479fdw while HP Scan cannot, this would further isolate the issue to the HP scan software component.

Enable Webscan for Comparison Testing

• Access the printer's Embedded Web Server using its IP address.
• Navigate to Security or Administrator Settings and look for the Webscan feature.
• Enable Webscan if available and test scanning through the browser interface.
• If Webscan continues to function while HP Scan loses communication, it strengthens the indication that the scanner hardware and network path remain healthy.

Check Windows Protected Print Mode

• Since you referenced Windows Protected Print Mode, I would recommend temporarily confirming whether it is enabled on the affected Windows 11 system.
• If enabled, test after disabling it and monitor scanner behavior over time.
• Although this feature is primarily focused on printing, comparing the results may provide useful diagnostic information.

Compare Results with the Windows 10 System

• The Windows 10 test you have started is particularly valuable.
• If the scanner remains consistently available on Windows 10 while the same device intermittently disconnects only on Windows 11, that comparison will help determine whether the issue is specific to the Windows 11 software environment.

Regarding the "The connected device has no STU support" message from Scanner Tools Utility, that response is expected on some LaserJet models and would not itself indicate a fault with the device.

Please let us know what happens when the issue reappears and whether:

• Windows Scan can still detect the scanner.
• The HP App can still scan.
• Webscan (if enabled) remains operational.
• The Windows 10 system experiences the same behavior.

Those results will help us determine whether the interruption is occurring within the HP scanning application, the Windows 11 scanning framework, or another software component.

Regards,

Hawks_Eye