ENVY 5012 scanning problem

[KittyMcdivot]

Printer is one week old. Doesn't scan, says no software. Installed, uninstalled, reinstalled new set up software MUTIPLE times. Have printer/scanner doctor or whatever HP calls it. Just need to get thru a couple more weeks working at home. don't want to keep running to Office depot to scan stuff. This just has to work for 10 DAYS!

[Kumar0307]

Hi @KittyMcdivot

Welcome to the HP Support Community. I understand you are not able to scan. I'd be happy to assist you.

• Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.
• Are you using a Win PC to scan?
• Are you able to print from the PC to make sure both the devices are connected?

Use the HP Smart app to print and scan from your Win PC

Click here to download and know more about the app.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[KittyMcdivot]

I am using an HP ENVY laptop. Copy works. Print works. Scan does not.

[Kumar0307]

@KittyMcdivot

Did you try using the HP Smart app to scan?

What was the error if any?

If that did not help, proceed to the next step.

Use HP Scan extended app.

Click here to download. Once it's downloaded and installed, go to Start > All Programs > HP > HP Scan Extended > Run "HP Scan Extended".

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[KittyMcdivot]

Installed the HPScanExt link you provided and ran it. Hit start , clicked on it and it says: HP Imaging Device was not found.

[KittyMcdivot]

Uninstalled  reinstalled, again. Now it says The HP Scan is currently in use with another task or another user on this computer. Please wait until the other task is complete and then try again.

[Kumar0307]

@KittyMcdivot

How is the printer connected to the PC?

• Make sure the printer and the PC are connected to the same wireless network.
• This printer supports only 2.4GHz network. So, the PC should be on the 2.4GHz network.
• If you have a Dual-band router and both 2.4GHz and 5GHz networks share the same name/SSID, the printer will not be able to connect to the network. In this case, contact your Internet service provider to assign different names to both the networks.

Let us try scanning from the EWS page of the printer:

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
• Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
• If you get any security notification, click on show details/advanced and 'proceed to this website'.
• Go to Scan > Click Scan.

Keep me posted.

[KittyMcdivot]

The computer is on a 2GHz. It is a dual band router but there were assigned different names.  Have the IP address of the printer typed into browser , obtained EWS , hit SCAN. Printer says I don't have the software installed go back to square one. 123.hp. Thanks for your help but this printer isn't worth any more of my time. Just don't feel comfortable buying another HP. Will look for something more expensive, better rated that works.

[Kumar0307]

@KittyMcdivot, that's unfortunate.

Ideally, scanning from the EWS page does not require any software. That is the whole purpose I asked you to try these steps.

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.

Please reach out to the HP Support in your region for further assistance.

I have also sent you a private message with the details to contact the HP Support team. Kindly check your inbox.

Keep me posted for any other assistance.