Prints and scans from one computer, but not another

[ncestra]

I can print, but not scan from my computer, but it works fine on my wife's computer.

Here are more details;

• It worked fine for many months, then began intermittenttly not letting me scan. I could fix it by rebooting the printer or changing from the HP scan app (the one with the butterfly logo) to the HP 8620  scanner software.
• Eventually I discovered that there were two network versions of the printer and so I deleted one, which didn't help. I eventually deleted all three versions (one was a USB connection) and tried to add one network printer in my control panel and that was when  I couldn't communicate with it at all from my computer.
• After reinstalling the software, I get to the setup page where it asks if I have a wireless connection, USB or network connection. I select "Wireless connection" and it takes a long time trying to install the printer software but eventually fails to install and says it cant communicate with the printer.
• I can actually print from my computer wirelessly but I just cant scan. I can do both with a USB connection. As I mentioned, I can wirelessly print and scan on another computer in my house.

Here is what I have done to troubleshoot;

• Reboot, completely drained the power by unplugging and holding power button
• Uninstalled everything HP from my computer, even registry and program files, then reinstalled (I've done this four times.)
• Removed and added the printer in my control panel
• Run the HP print doctor
• Run the Windows printer troubleshooter

[Jeet_singh]

 @ncestra,

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I see from your post that you are having issues scanning from your PC. Don't worry I'll be glad to assist you.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes before the issue started?

Did you try to do a root level uninstall and reinstall of the printer software?

Have you tried to create a new user account?

In the meantime, let's try these steps here: 

As you have mentioned in your post that you are able to print and scan from other PC, this definitely indicates that the printer hardware is functioning.

This could either be an issue with the printer software or it could be an issue with the Operating system. 

Let's try to do a root level uninstall and reinstall of the printer drivers: 

• Press “Windows key” + “r” to get the “Run” window.
• Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.
• Now again open "Run" - Type “spool” and ok - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.
• If the issue persists, also try clean installing the printer drivers. Here are the steps:
• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Please click here to download and install the software.
• Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.
• Once done, restart the computer and then try to scan and check.

If the issue persists, try creating a new user account:

It looks like an operating system issue with the machine. First go ahead and uninstall the printer software and then create a new local user and then try to install the printer.

Follow the steps here to create a local account on your PC: Create a local user or administrator account in Windows 10       

Now, login to the new account and then try to install the printer and check. 

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck. 

[ncestra]

Thanks for the solutions Jeet. I tried everything you suggested, and was very careful to follow your instructions closely, but unfortunately, nothing helped. What's the next step?

[Jeet_singh]

@ncestra,

Thank you for replying,

After reviewing your post thoroughly, I see that you have exhausted all possible troubleshooting steps and unfortunately nothing has helped to resolve this issue. 

In this scenario, the only option left out is to reinstall the Operating system and check if that helps. 

Let me know the outcome!

Thank you 😀

[ncestra]

That doesnt make much sense. I don't have any other issues with anything else on my computer. The OS is up to date and runs perfectly. I am an advanced user and know how to maintain my network. There has to be another solution other than  nuking my whole OS ans starting over again...

[Jeet_singh · Accepted solution]

@ncestra,

Thank you for replying,

In this scenario, I have couple of steps which should help you with this issue.

Option 1: If the printer is connected to the network, I would suggest you can assign a static Ip address to the printer and then try to check if that helps.

Option 2: Install HP Smart App for Windows 10 - HP Printers - Using the HP Smart App (Windows 10)

Is the printer connected to the network? Check the wireless light. If the light is steady blue, then the printer is connected to the network. If the light is flashing, then the printer is not connected to the network. Go to Setup - Network - Wireless setup wizard to connect the printer to the network.

Once the printer is connected to the network, then assign a static IP to the printer:

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
• Type the IP address on your web browser to obtain the printer EWS page on your computer.
• Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
• Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
• Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
• Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Create TCP/IP Port: 

1. Search Windows for devices, and then select "Devices and Printers" In the list of results.

2. Right-Click the name of your printer, and then select Printer Properties.

3. Click the Ports tab, click on "Add port" select "Standard TCP/IP Port" and click "New Port"

4. Click next on the Add Standard TCP/IP printer port wizard, enter the printer IP address and click next and then click on "OK".

5. Now under the "Ports" tab you will find the newport with the printer IP address, click "Apply" and "OK".

6. Restart the computer.

If the issue persists, I would suggest you could try to do a clean install of the printer drivers.

• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP Officejet printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Restart your computer.
• Open the Run window (Press Windows logo key + R), type “services.msc” and press ok to get services window.
• Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
• Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
• Repeat the same exercise on “Function Discovery Resource Publication” as well.
• Please click here to download and install the software.
• Select Wireless option on the connection page and then finish the installation.

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[ncestra]

I did everything you suggested again, but no resolution to my problem. Any other suggstions?

[ncestra]

Actually, the HP Smart App is working, so I'll just switch to that. Not sure why the regular app doesn't work, but at least I can use it. Thanks!

[DavidSMP]

@ncestra,

Thanks for the update and I am glad that HP smart app works for you. As @Jeet_singh is out for the day, I am responding on his behalf.

Thanks and have a blessed week ahead.