I have HP Envy 5540 series device, I use Windows 10 on my computer and I can't scan to my PC

[john1215]

I have an HP Envy 5540 series printer that works okay to print over my wireless network but I cannot use the scanning feature, the scan doctor program says I have a scanning driver issue but doesn't offer any support how to fix the problem. I have also tried to download software for my device from the HP Support website but it seems to download and says it is installing but it is nowhere to be seen on my PC.

I was given the printer but did not purchase it new

[asmita6658]

Hi @john1215

Welcome to the HP Support Community. I'd be happy to assist you with the scanning issue. 

Let's try these steps -

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open 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” and “/s”).

8. Click on the "Drivers" tab.

9. Look for 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 Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here for Windows 10 (64-bit).

15. Click on the downloaded file and follow the on-screen instructions.  

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! 

[john1215]

Asmita, thanks for your reply. I followed the instructions you provided. From point 4 there was nothing to delete or remove, there were no HP drivers in printui.exe /s, there was no printer in the devices screen to remove. I installed the software from the location you specified. This downloaded a file 199mb which I have seen before. I ran the file and a shortcut to HP was installed, the desktop, this folder contains only HP Photo Creations and HP Twain Administrations

[asmita6658]

@john1215

Please try restarting the print spooler - 

1. Turn off the printer using the power button.
2. Search Windows for run, and click the Run Windows application in the list of results.
3. Type services.msc in the Run window, and then press Enter on the keyboard.
The Services menu opens.
4. Right-click Print Spooler and select Stop.
5. After the service has been stopped, close the service window and use Windows Explorer to browse to C:\Windows\System32\Spool\PRINTERS.
6. Delete all files inside the PRINTERS folder.
7. Restart your computer.
8. Turn on your printer and then try re-installing the printer driver. 

Keep me posted. 

[john1215]

Asmita,

I followed the instruction that you sent in your last reply, when I went to C:\Windows\System32\Spool\PRINTERS, the folder was empty, there were no files to delete.

Regards

John

[asmita6658]

@john1215

Try adding the printer using the IP address -

1.) Select “Start” and type “printers” in the search box.
2.) Choose “Printers & scanners“.
3.) Select “Add a printer or scanner“.
4.) Wait for the “The printer that I want isn’t listed” option to appear, then select it.
5.) Select “Add a printer using a TCP/IP address or hostname” , then select “Next“.
6.) Select “TCP/IP Device” in the “Device type” list.
7.) Type the hostname or the IP address of the printer. Select “Next“. To find the IP address of the printer, touch the Wi-Fi icon on the printer's control panel. 
8.) Windows should find the printer if the printer is on and configured correctly. You may have to specify more information. If prompted, Select the type of network adapter installed in the printer in the “Device Type” drop-down list. You can also click “Custom” to specify custom settings for the network printer. Select “Next“.

Let me know.