scan to computer not working

[Webbstevenator]

Hi when I try to scan to computer with my touch screen and the document feeder I get a computer not responding message. But when I scan using the hp smart app on my pc I am able to do it no troubles computer connected whats with this?

[TEJ1602 · Accepted solution]

@Webbstevenator, Welcome to HP Support Community!

Have you installed the full-featured software for your printer on the PC?

Is there any error message when you try to scan to PC?

You can also follow the steps-

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Step 1: Uninstall and reinstall the printer software

Resolve scan connection issues by uninstalling the printer software before reinstalling the latest driver.

NOTE: 

Do not disconnect the printer from the network when uninstalling the software.

1. Disconnect the USB cable from the printer, if necessary.
2. In Windows, search for and open Control Panel.
3. Under Programs or Programs and Features, click Uninstall a program to open the list of installed programs.
4. Click the HP printer name to open the uninstall confirmation window, and then click Yes to complete the software removal.
5. Make sure the printer is turned on, cartridges are installed, and plain paper is loaded in the main tray.
6. Go to HP Software & Driver Download, type your printer model and follow the instructions to download and install the driver.
7. During the installation, select the full software option to get the most out of your HP printer, and then follow the steps to set up the printer connection.

Try to scan. If the error persists, continue to the next step.

Step 2: Check Windows Image Acquisition settings

Windows Image Acquisition (WIA) is a Windows service that helps communication between the computer and scanners. If WIA is not activated, scan jobs can fail.

1. In Windows, search for and open View local services.
2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).
3. Look at the Status and Startup Type values.
   • If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. Skip to the next step.

• • If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

Try to scan.

Hope this helps!

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