I can scan but not print

[debsdelight]

Hi guys,

This situation gets more weird by the week!

Windows 10 did a huge update and IE opened with information about Windows 10 update in April!  Since then, I can print ok but have a new scanning issue!

I can scan if I use

[MKazi]

@debsdelight

Glad to have you back. 

I understand that post a Windows 10 update, the printer can print, but cannot scan. 

To assist you with accurate information I would require more information regarding this: 

• You have mentioned that "I can scan if I use". May I know you mean that you can scan using a different application?
• Is the printer able to make a photocopy successfully? If yes then it indicates that the printer and ink cartridges are all fine. 

While you respond to that. I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Please download and run the HP Print and Scan Doctor. This tool will fix any issues with the printer drivers. 

• Make sure your printer is turned on and connected to the computer.

• Download HP Print and Scan Doctor, and then follow the on-screen prompts to install and open the tool.

• On the Welcome screen, click Start to view a list of available printers.

• Select your printer in the list, and then click Next.

  If your printer is not listed or a connection problem is detected, click My product is not listed or select your connection type, follow the on-screen instructions, and then click Retry.

  

• Click either Fix Printing or Fix Scanning.

  If you are prompted to install the printer software, follow the on-screen instructions. The software can resolve many printer issues.

  

• Review the list of test results, and then resolve any issues found.

  • If you see a checkmark, the printer passed the test.

  • If you see a wrench, HP Print and Scan Doctor found an issue and repaired it.

  • If you see an exclamation point, the test failed and required user action, but the step was skipped.

  • If you see an X, follow the on-screen instructions to resolve the issue.

  

Please try to scan. If the issue persists then let us uninstall the printer drivers from the root level and then reinstall them. The following steps will help:

• 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.
• Now  click here to download and install the software.
• Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

Now, please try to scan. 

Hope this information helps. Keep me posted for further assistance.

All the best! 🙂

[debsdelight]

Hello again.

My apologies.  I hadn't noticed most of my last post got lost, adding to the general confusion.  Also, my apologies for being so slow to get back to you.  There is a lot going on in my life just now and, as I have been able to print and scan, that problem got down the list of priorities.

Enough of the sob story!

I am pretty sure the printer is fine.  I can copy and print with no problems and scan so long as I use "scan to computer for email," which sends a jpg file into its own folder in My Pictures.  If I use any other "scan to computer" option, I get two messages on my laptop.  The first, "HP scan application was unable to save the file to save this file to the specified location."  The second: "Controlled folder access blocked scan.exe from making changes to to folder %usersprofile documents."  I get a lot of these "Controlled folder access blocked," messages but I don't think any others are causing a problem.

The problem with the other printer turned out to be the ink cartridges.  There is plenty of ink in the cartridges but the pads that deliver the inks have dried out.  The owner has new cartridges and I suggested they don't fit them until they want to print something.

I would also appreciate your help with something else.  I know I need to update the TPM.  I followed the links from my laptop onto the HP website,  found HP document c05792935 and came unstuck.  I don't recognise my laptop in the list there.  Can you help?

With grateful thanks for all your help so far,

Debbie

[MKazi]

@debsdelight

That's fine. Fabulous diagnostics, spectacular analysis of the issue by you. Kudos to you for that.

Have you tried to use the HP Scan and Capture program? 

Also, could you provide the exact laptop model number. This link will help you locate the model number: https://support.hp.com/in-en/document/c00033108

Please feel free to reply. Cheers! 🙂

[debsdelight]

Thank you for your post.

According to the Print and Scan doctor, my laptop's product number is X5X71EA#ABU.  Does that help you pin down the right TPM for me?

When I last used the printer, it refused to print or scan!  The Doctor was able to sort out the printing but not the scanning.  I get these two messages.  "Controlled folder access blocked scan.exe from making changes to the folder % userprofile documents," and "HP Scan application was unable to save this file to the specified location."  The scanning options on the printer screen were also reduced, so the one saving in jpeg format which had worked was no longer available.  Is there some way of switching off the controlled folder access?

With thanks, in anticipation, for your help,

Debbie

[MKazi · Accepted solution]

@debsdelight

Glad to have you back.

The TPM update for your HP Spectre x360 - 13-4129na  notebook (X5X71EA#ABU) is available at through this link.

Also, I have sent you a private message regarding the scanning issue.

Hope this helps. Let me know.

Good luck! 

[debsdelight]

Thank you, the TPM is updated.

In case other customers are struggling with printing and/or scanning and get notifications starting, "Controlled folder access blocked...."  It turns out it is not a printer problem at all, but a bit of software in Windows 10 that stops printed and/or scanned documents from being saved.  Type, "Controlled folder access" into Cortana's search box, it will take you straight to the place where you can switch it off!!  I am hoping that is the end of 19 months of misery ever since I bought my HP laptop.

Thanks for all your help,

Debbie

[MKazi]

@debsdelight

Hi Debbie,

great news and I'm glad the TPM is updated. 🙂

A big thank you for sharing the information on this platform about the printing and/or scanning and getting notifications starting.

It is an honor to share this platform with you. 

Take care!