Lost scanning capabilities on my OJ5740, and HP Complete Driver/Software Package Doesn't Fix It!!!

[ysn710]

Just the other day, I went to scan a document for the first time in a while and noticed the scanner on my OJ5740 was not communicating with my HP ENVY dv7 laptop. When trying to scan directly from the printer instead of using the program  interface on my laptop, I noticed that it would attempt to connect to my laptop, but then it would state that the scan could not be completed and that I should check to make sure the software is loaded on my pc.  This is how it all started.

Also, keep in mind, I never had any issues with my AIO printer and/or my laptop...I am an experienced user who basically never has issues with any of my electronics.  Anyway, here is the simple breakdown to understand my setup:

1. Printer is setup on my home network as a networked printer.

2. IP address is correct and syncs with my laptop and other devices...so, no issues on the network end...

3. No issues with wireless connection to my network itself, from my laptop...again, ALL network side setups and/or connections are working as they should and as they always have.

4. When it comes to my AIO setup on my laptop: the AIO 5740 appears in my devices and printers and I can print and copy just fine.

5. However, I cannot scan.  After MUCH troubleshooting (3 days worth) I have found that it is a driver/HP update issue and/or Windows 10 compatability issue because:

    a. I have all the HP software (i.e. HP Printer Assistant, Print and Scan Doctor, web services browser utilities, etc.) installed and I have REPEATEDLY tried to uninstall (rollback) drivers and reinstall the complete driver/software package directly from HP's website, but to no avail...

   b. When I open HP Printer Assistant -> and then click on 'Print, Scan, Fax', the 'Scan' tab no longer displays, as if it has been completely removed.

  c.  Again, I have tried to download and reinstall the complete driver package for my AIO 5740, but it does not fix the missing scanner driver issue and/or the missing 'Scan' tab on the 'Print, Scan, Fax' interface within HP Printer Assistant

Hopefully that ^ all sums it up nicely...please, someone help me!  I am at my wits end!!!!  Perhaps HP needs to roll out another driver update?!?!?!?  HELP!!!

Thank you in advance!!!

[Rainbow23 · Accepted solution]

@ysn710,

Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query, I'll be more than glad to help you.

I understand that you are facing scanning issues with your HP OfficeJet 5740 e-All-in-One Printer wherein it does not connect to the computer.

This issue could occur if the drivers are not installed properly.

Let's go through a few steps to troubleshoot this issue.

And here's the step by step guide for you to uninstall and reinstall the drivers:

Step 1: Uninstall the Drivers:

Please follow the steps provided to uninstall the printer software in the link: Uninstalling the Printer Software (Windows)

Also, please follow the steps provided below to completely remove the printer software from printer properties.

Steps to remove printer driver files from Print Server Properties:

1. Open the Print Server Properties dialog window by doing one of the following:
   • Click the Start menu and in the search field type 'printui /s /t2' (without the quotes), and then press Enter or click it in the search list.
   • Press WINDOWS-R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK.
   • From the Start menu or the Start screen:
   • Open Devices and Printers.
   • Select any printer and then click "Print server properties" at the top of the window.
   • Click on the Drivers tab.
2. Select the printer driver you wish to uninstall.
3. Click the Remove button.
4. Select "Remove driver and driver package" and click OK.

Step 2: Download and install the Drivers from the link: Full Feature Software and Drivers

Step 3: Update the firmware from the link: Firmware Update

Let me know how this works.
 

You have a good day ahead.
 

[ysn710]

Thank you Rainbow23, I appreciate the response.  I will try this solution the first chance that I get and will let you know if it worked.  You will probably hear back from me within the next week, when I have some time to put aside for troubleshooting again.

Thanks again!

[ysn710]

Thank you again Rainbow23, you have been very helpful!

However, I need to mention the following, for future reference, in case anyone else has this same issue:

1. Note that the firmware update was unnecessary because, evidently, my printer has a firmware version ID that appears to have come after the one noted on HP's update site for this printer!!! Talk about being mind-boggled!!! My firmware was listed as NPM2CN1716AR, as opposed to the older ID of NPM2CN1628AR, which HP lists as being "the most up-to-date".  Not sure what happened on HP's end, but when I tried to update, the wizard said my firmware was the updated version.  So the firmware statement needs to be corrected on HP's driver/updates site for this AIO printer.

2. I followed all of the driver and device uninstall directions, TO A "T".  

3. However, the first time I did this, and then reinstalled/connected the printer, it didn't work!  Also, I had a bunch of connection issues (i.e., connecting to the device with the freshly downloaded driver package) when trying to 'connect the device' after the driver package was reinstalled.  However, don't confuse this with me not being able to "see" my printer from laptop...somehow I could, but the driver installation for some reason couldn't connect to the wireless printer on my network. It was indeed very strange.

4. But, after uninstalling and reinstalling the printer drivers A TOTAL OF 3 TIMES, and respectively restarting my laptop and printer the same number of times, the full installation suddenly started downloading and made a connection to my printer, allowing for full print/scan/fax/copy interfacing, as it had been before the whole issue began!  Problem solved!

5. Note also that in between all of the driver uninstalls/reinstalls, device removals/reconnections, and laptop/printer restarts, I played with my network and firewall settings, just to see if there was an issue with IP recognition and/or firewall rules...I actually made an exception for the printer's IP in my firewall (for giggles mostly), but it did not appear to do anything to help propagate the final successful driver/printer install because my laptop and printer were recognizing each other on the wireless network the entire time and no port blocks were logged in my firewall's logs.  So, not sure what happened here, but it works now.

At the end of the day, the issue is fixed, and I appreciate the help.

Thank you!

[Rainbow23]

@ysn710,

You are welcome.

I am happy to know that the issue has resolved.

I also appreciate your time and patience.

Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

It was a pleasure assisting you. You have a good day ahead.