HP Scan and Capture

[astroh]

Up to now, HP Scan and Capture worked fine. But suddenly, I'm unable to scan with this software, although the printer works OK.

[TEJ1602 · Accepted solution]

@astroh, Welcome to HP Support Community!

Are you able to make photocopies on the printer?

What is the error message when you try to scan?

Follow the steps below-

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

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, I recommend you delete the driver and root level and retry, follow the steps below: 

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up the run command with the “Windows key + R” key combo. 

7) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe”

8). Click on the “Drivers” tab 

9) Look for the HP Printer driver. If you see it Click on it and click Remove at the bottom 

10) Select Ok 

11) Select Apply and Ok on the Print Server Properties windows 

12) Close Devices and Printers.

Use this link to download and install the new driver. Configure the printer.

Try scanning.

Refer to the document HP Printers - How to Scan (Windows) for additional help.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[astroh]

Thanks a lot for this extensive reply. Finally, the solution was very, very simple. I uninstalled HP Scan and Capture and reinstalled it. Then everything worked fine. I came to this solution, because I was able to scan with the standard Windows software, therefore I started having doubts. A last word: HP Print and Scan Doctor consistently told me that the scanner worked fine, but when at the very last window of the "Doctor" I tried to scan, it didn't work.