Cannot scan wireless since I upgraded to windows 10

[Lorraine9]

Since I upgraded to Windows 10 on my Asus computer,  I cannot connect through the HP Solution Center to scan.  I have a HP computer that I upgraded to 10 and everything works fine.  I am running version 14 of the softward.

If I hardwire my computer to the printer I can scan, but cannot scan remotely.

Can someone help me!

[Drakster]

Hi @Lorraine9,

Welcome to the HP Support Forums!
 
I understand that you're experiencing issues scanning. I would be happy to help you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.
 
In order for me to assist you better, I will require more information. 
What is the full name and product number of your printer?

• How Do I Find My Model Number or Product Number?

What is the error message you're receiving? 

Please download and run the Print and Scan Doctor, it will likely diagnose and resolve the issue you are experiencing.
What were the results when you ran the Print and Scan Doctor (did it print or scan, any error messages)?

 
In addition, please try the steps within this guide: 

• HP Printers - Network Scanner Connection is Lost (Windows).

Alternatively you can try the HP Scan and Capture app or Windows Scan app.

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. Good Luck!

[Lorraine9]

Drakster,  Thank you for responding to my question.

The model is a C309A printer.  When I run scan doctor it and it finds the printer and then when it tries to download the software and connect to the printer it gives me a red X and say to continue without connecting.

I've uninstalled and reinstalled the software several times and I always seem to get the same thing.   I downloaded all the software from the HP site.

When I connect the printer directly to my computer via a cable  the computer names comes up tmp 00 for the printer.  I can then get into the scanning software.

At the present time, I can only print from my computer. 

Scan doctor finds the printer information but as I said when it continues to download the software and gets to the network portion it does not connect to the printer .  The model number that comes up in my printer device is HP7592EC(HP Photosmart C309A series)

I only tried connecting with a printer cable once.  Should I try again to connect via a cable and then try to change to a wireless connection?

On the instructions it states that you should click on " fix scan problem" but I could not find the fix scan problem button on the scan doctor screen.

Thank you for any help you can give me.

[Lorraine9]

Drakster, 

Thank you for your quick reply.

The model number is a C309A Photosmart printer.  The device manager says its an HP7592EC (HP Photosmart C309A series)

When I attach the printer with a cable to my computer I can scan a document.

When I go to scan doctor, it finds the network printer and then go through adding the additional software.  When it gets to the network portion, it gives me a red " X" (showing it cannot connect to the printer)  When looking at the instructions it states to click on fix scan.  I cannot find anywhere where it has fix scan in the Scan Doctor.

I have removed the software and reloaded it with only the same outcome. 

I have not tried to attach the printer with a cable to my computer again.  Should I connect via a wired connection

and then change to wireless?

I am really getting frustrated.  I know it works on my old HP computer which I've upgraded to Windows 10 and I had no problem getting it set up, but for some reason setting this computer up is a nightmare.  I don't want to use two different softwares and I know my other computer scanning works so I want to use the same software.

Thank you for any help you can give me.

[Drakster · Accepted solution]

Hi @Lorraine9,

Thanks for getting back to me.

There is corruption in Windows. It is possible that the print driver got corrupted, so we will need to remove it and reinstall.

First, please try the steps within these guide:

• HP Printers - Printer Problems after Upgrading to Windows 10

If the issue persists, follow the steps below to see if you can resolve the issue.

We are going to start by cleaning your computer up.

• Disk cleanup in Windows 10

• Perform Clean Boot in Windows 10 / 8 / 7

• Use the System File Checker tool to repair missing or corrupted system files. It is always a good idea to back up your data before proceeding:

• System file check (SFC) Scan and Repair System Files & DISM to fix things SFC cannot.

Remove the printer drivers and reinstall:

If you're using a USB Cable connection between your printer and computer please disconnect that cable now.

Step 1: Remove Printer:
1. Click on your Start button
2. Just type Programs and Features. If a search doesn't automatically start, you may need to type Programs and Features in the 'Ask me Anything' box.
3. Click Programs and Features to launch the window.
4. In Programs and Features, a list of programs installed on your computer will populate. Please scroll down the list and look for your HP Photosmart If you see your HP Photosmart listed, click it and choose Uninstall.
5. Please follow any onscreen prompts to complete the uninstall. Once the uninstall has completed successfully please close Programs and Features.
6. Next, click on your Start menu again
7. This time, type Devices
8. Click Devices and Printers to launch the window.
9. In Devices and Printers look for your HP Photosmart . If you see if please right-click on it and choose 'Remove' or 'Delete'
10. Once your HP Photosmart is no longer showing in Devices and Printers please click on any device under the Printers list once just to highlight it. Click Print Server Properties at the top
11. Click on the Drivers tab
12. Look for your HP Photosmart driver. If listed, please click on it and choose Remove
13. Select Remove Driver Only
14. Select OK
15. Click Apply and OK under the Print Server Properties window.
16. Close Devices and Printers.

Please proceed to the next step.

Step 2: Install Device:
Please click here to download the Full Feature Software and Driver download for your printer Once the download is complete please follow the onscreen prompts to install your printer.

If using a USB Cable connection, leave the cable disconnected until the installer prompts you to connect it.

Once the install is complete please test printing and scanning.
Source posted by my colleague @X-23.

If the issue persists, continue on.

• Make sure that all Windows Updates are current on the computer.

Next, try unlocking the hidden administrator account and try installing again.

• How to enable the hidden Windows 10 administrator account

If the issue persists, create a new user profile and try again. 

• How to Create a New Local User Account in Windows 10

If the issue persists, you may need to reinstall Windows 10 
 

I hope this helps. Please respond to this post with the results.

[Lorraine9]

Drakster,

Thank you for your help.  I did a clean install and then downloaded the software and it worked.  Thank you so much for all your help. 

I did not want to lose the info I had on this computer and that was why I did not want to do a clean install.  When I reset my compuer I did not delete my personal files and thought I would do that as a last resort. 

Fortunately, I did not lose any of my files and the install worked. 

Thanks again for all your help!