Officejet 7612 printer assistant scanning functions missing

[nmcampb]

When I click on the HP Officejet 7610 series icon on my desktop all the scanning functions are missing from the Printer Assistant.  This was all working fine until the last Windows update so I hope someone can help me. I have a Officejet 7612 which uses the 7610 software running on Windows 10 64 bit.

I have tried the following:

Have tried  uninstalling and reinstalling the full featured software multiple times, rebooting each time, with no success.

Uninstalled the software using the Windows uninstaller then reinstalled the full feature software which I downloaded again from the HP Support site.

When I run the Print Scan Doctor it says the scanning is fine and completes all the tests successfully however when I do a final test I get an error saying the HP7610 cannot be found.  It re-installed the software but it never completes installing the network printer (continuous installing banner).

The scan seems to work from the Control Panel/Devices and Printers window but it uses the Windows scanning functions and I have to then import the scan.

The fax functionality is also missing but I do not use this so am only concerned about scanning. 

The printing works fine.

Any help would be greatly appreciated. 

[DavidSMP]

Hi @nmcampb,

Thanks for stopping by the HP community. A very good day to you.  I reviewed the post regarding issues with scanning. Superb description and stupendous diagnosis of the issue before posting. Kudos to you for that. 🙂

For better clarity and to assist you better I would require more information regarding this:

• Did you make copies directly from the printer to check if it copies correctly?

For now, try these steps:

• Please make 2 copies directly from the printer without any communication from the computer.
• If it copies correctly then uninstall and reinstall the printer software.

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, select any printer listed there and you will get some options on the top.
• Click on print server properties.
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again.

• Then create a new user account as an administrator  from this link: http://hp.care/2rZfJBC

Log into the new user account after restarting your computer.

Then download the latest full feature driver from http://hp.care/2DsbeW6  and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should fix the issue.

If this does not do the trick, Please update the printer firmware also by following instructions from this link: Please update the printer firmware also by following instructions from this link: http://hp.care/2rHKwDD

This should do the trick for you.

Please perform all these steps patiently as it is critical to resolving the issue. It will definitely fix the issue for you.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[nmcampb]

Hi David,  Thank you for your detailed instructions and I certainly appreciate your help.

After completing all the tasks and I logged on with the new user account.  I turned on the printer when it was checking the network for a printer.  It continues to spin installing the network printer until it times out and shows the error, Unsuccessful Network Installation.   I did forget to turn off Norton firewall and auto-protect the first time but did so on the retry.  Although the installation did not complete, the Printer Assistant icon is installed but unfortunately there still is no scanner functionality showing up. 

I wanted to install the 7612 as a wireless network printer.  I can try 2 things if you think either would install all the functionality.

- connect the printer with an ethernet cable to the router

- connect the printer to the computer with a USB cable although I currently have another printer attached by USB.

I assume later I can add the wireless printer.

Thanks again for your help.  Nancy

[The_Fossette]

Hi @nmcampb,

I am the The_Fossette. It looks like you were interacting with @DavidSMP, but he is out of the office today so I'll take over from here.

I went through the entire conversation and see that you are having issues scanning.

I recommend you connect the printer using the USB cable then we can convert it to wireless. Follow the below steps to install the printer first.

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” 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

13.) Restart the PC

14.) Download and install the printer software from the below link.

http://hp.care/2nikIQ9

15.) Connect the USB cable ONLY when prompted and follow the on-screen instructions.

Once the printer is installed, follow the steps in the below article to have it a wireless printer.

http://hp.care/2DxQFHJ

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[nmcampb]

Hi,  Thank you for the detailed instructions.  I completed all steps successfully with the following additions.  I had to do a restart before removing the driver and I also disabled by firewall and auto-protect protection before doing the install.  I did a quick check of the registry but there were no instances of the Officejet 7610 or 7612.

The Printer Assistant sees 2 installations, the USB connection is the Officejet 7610 series and the network connection is the Officejet 7612. 

Interesting, the USB install worked great and all the scan and fax functionality shows up and works properly. 

Unfortunately when I click on the Officejet 7610 icon, in the printer assistant, and select the wireless 7612 printer, the scan and fax functionality is no longer there.  

This is very confusing since they are the same printer and use the same driver package.  There is only one printer, an Officejet 7612, showing in Devices and Printers.  One option would be to get a longer USB cable an leave it plugged in for when I want to scan.  The print functionality is not impaced by whether the USB is plugged in or not.

Thanks again for your help, it is greatly appreciated.

[The_Fossette]

Hi @nmcampb,

Thank you for keeping me posted.

Please try the below steps and check if it helps.

Is the printer connected to the network? Check the wireless light. If the light is steady blue, then the printer is connected to the network. If the light is flashing, then the printer is not connected to the network. Go to Setup - Network - Wireless setup wizard to connect the printer to the network.

Once the printer is connected to the network, then assign a static IP to the printer:

Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.

Type the IP address on your web browser to obtain the printer EWS page on your computer.

Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.

Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)

Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.

Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Let me know how it goes.

[nmcampb]

Thank you for continuing to look for a solution for me.

The blue light was a steady blue.

I changed the printer to have a static IP following your instructions.  I verified all the changes including the manual DNS server settings through the printer web page.  I did reboot the computer after making the changes.

Unfortunately there are no changes to the functionality available in the Printer Assistant for the wireless Officejet 7612 printer. 

Thanks again.

[nmcampb]

Hi,  I also ran the Print and Scan Doctor after I made the changes.  All the tests were successfull but when I did a test scan to verify I go the message that he Officejet 7610 could not be found.  Not sure if that helps. 

[The_Fossette]

Hi @nmcampb,

Thank you for trying out the steps.

I would like to know whether this issue persists when you make a copy?

Please post your results, as I will be looking forward to hearing from you.

Good day!

[nmcampb]

I can copy using the copy button on the printer.  This works perfectly.

I have no option to copy in the Printer Assistant for either the Officeject 7610 (USB) or the OfficeJect 7612 (Network).  Should I have this functionality?

Thanks for all your help.