Officejet 7612 printer assistant scanning functions missing

[The_Fossette]

Hi @nmcampb,

Thank you for the information.

I recommend you uninstall the printer completely. Then follow the steps in the below article to setup the printer and check.

http://hp.care/2CdYV3M

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]

The article does not mention re-installing the full featured software.  How does the Print Assistant get on the desktop.

Appreciate your efforts.

[The_Fossette]

Hi @nmcampb,

The steps 3 in the article says to download the full feature software and install it.

Let me know how it goes.

[nmcampb]

I uninstalled the software, went to devices and printers and removed the driver package for the 7610, removed any instances of the 7610 in the registry then restarted my computer.

Then from the printer connected it to the network using the print wizard.  That was successful and showed the network and IP when I pressed the wireless icon.  It showed the static IP address we had assigned previously.

I then downloaded the software and selected the wireless option.  It does not get past installing the network printer.  When I used the USB it went to the fax setup window.  Eventually it times out and says it was unable to be installed over the network.

When it searches the network for a printer it finds Officejet 7610 not the 7612 although the 7612 uses the 7610 driver.  When I do the USB install it finds the Officejet 7612.  If I say my printer is not on the list and enter the IP address it still spins and does not complete the install.  After timing out I ran HP Print and Scan Doctor, it sees the Officejet 7612.  Fix printing works fine and I can print a test page.  When I Fix Scan it passes all the tests but when I do a test scan it says it cannot find the Officejet 7610.

Hope that helps.  I sure appreciate you helping me.

[DavidSMP]

Hi @nmcampb,

I read the quick reply. Your response is greatly appreciated. You've shown immense patience. excellent attitude and exquisite technical skills to try and resolve the issue. Kudos to you for that.

I am back and as @The_Fossette is out of the office for today, I am taking over from here. 

• Are you able to make copies directly from the printer without any communication from the computer?

Please try these steps:

• Make 2 copies directly from the printer without any communication from the computer by placing a document in the flatbed and pressing the copy button on the printer.
• Now check if  the copies come out fine.
• If it does, then try these steps correctly.
• Please ensure that the router broadcasts at 2.4 GHz Band and the wireless mode is B/G. These are the modes and bands in which the printer gets recognized and operates correctly.
• Temporarily disable all firewalls and security software.

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 via USB cable. later on, it can be converted to a wireless connection from a USB connection.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 Photosmart 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.

• Then download the latest full feature driver from this link: 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.

• Now check if the printer is installed on a USB connection. Check if the printing, scanning and faxing features work.

  If they do, then follow all the prescribed steps from this link: 

  http://hp.care/2CufYLE to change a USB connection to a wireless connection. (HP Printers - Changing from a USB to a Wireless Connection )

• This should fix the issue.

  If it does not, then the problem lies with the operating system of the computer. Simply backup all your files and perform a Microsoft push-button reset of Windows from this link: http://hp.care/2g0Tjzs; and follow the on-screen instructions.

• Once this completes, please download the printer drivers from the website mentioned above and install it on your computer.

  This should fix the issue.

  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]

Greatly appreciate the help.  I followed all your instructions and these were the results.

I made 2 copies, one black and one colour, and they were fine.

I checked the router and changed it from Mixed to B/G Mixed, there was no B/G only option.

I left the Ghz Band at Mixed since all the options underneath were 2.4 GHz.

I stopped the Print Spooler and went to the Printers folders.  This folder was empty so I restarted the Print Spooler.

There still was no scanning functionality.

I followed all the instructions for doing a clean install from Programs and Features and Devices and Printers.  One of the programs forced a restart.

I removed any associated drivers.

I went to Programdata and removed any printer related folders and files and restarted my computer again.

I then downloaded the software and reinstalled the full feature printer software using a USB connection type.  Both printing and scanning worked perfectly.

I followed the instructions to convert the USB to Wireless.  It looked like it was successful.  The wireless printer is listed in Devices and Printers and will print a test page.

When I click on the desktop Printer Assistant, it brings up the DeviceSetup.exe window.    I added the wireless device and it says it was successful.  However, when I click on the Printer Assistant again it brings up DeviceSetup.exe again.

Only when I have it connected by USB does it function properly and shows the Print, Scan and Fax options.

I am reluctant to do a Windows reset as I would then have to re-install all my applications.  I guess I can live with connecting  the USB cable when I want to scan.  It is not ideal but is acceptable.

Hope this helps.  Again appreciate all the time you have put in to resolving my problem.

[DavidSMP · Accepted solution]

Hi @nmcampb,

I read this super quick response and thanks for trying out these steps. It is greatly appreciated and Kudos to you for that. 🙂 Brilliant effort!

First off, please ignore the printer assistant. It may not be required. Just scan regularly and it should do the trick for you.

Here are a few options:

• Please follow all the relevant steps from this link: http://hp.care/2CgK6NC and follow the instructions in the option "Are other scanning apps or methods available?"
• You can use the HP scan and capture app for scanning or the HP smart app. These will suffice. You don't need to bother with HP printer assistant.
• This link: http://hp.care/2CjHQ8o shows you how to download, install and use HP smart app with FAQs

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 and have a blessed week ahead. 🙂

[nmcampb]

Thank you for all your help, I could not have resolved this without you and your team.   The HP Smart Print is certainly a solution.   I tried the HP Smart Print and it does the same as the Print Assistant but not with the same ease.  The Printer Assistant lets you crop and adjust contrast and brightness of your scan all in the one window where as in Smart Print you have to go to multiple windows to accomplish the same. 

The best solution for me is to leave the Printer Assistant with 2 printers.  When I want to scan I will plug in the USB cable which I will leave connected to the printer the select the USB connected printer to get the full functionality. 

Again thank you for all your support!  Have a wonderful New Years.

[DavidSMP]

Hi @nmcampb,

It has been superlative working with you.  I thank you greatly for accepting this as a solution. You've been simply amazing with your technical expertise and thanks again for giving me the privilege to share this platform with you. 🙂

I hope the unit works great and stays healthy for a long time. 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Please take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂