Print and Scan Doctor stops part way through

[DMWBristol]

My HP 5646 printer & scanner currently seem to be working OK.

( I have occasionally had the scanner stop mid-scan, although it has not done so recently)

But I have a problem with Print and Scan Doctor - Version 5.0 which I think is the latest

For Printer it completes quickly and says there is no problem, software, drivers etc are the latest, and the wireless communication is OK.

For Scanner it never finishes - it just stops working at the step "Windows (WIA) Scan".  There are green ticks for the steps before that.

So I don't know if it thinks there is a problem or not.

Is this a problem with PSDR and Windows 10?  I believe my Windows 10 is fully up to date.

[DavidSMP]

Hi @DMWBristol ,

Good day. 🙂 Thanks for reaching out! I read your post about an issue with the print and scan doctor utility. I will be delighted to assist you here. 🙂

Stupendous diagnosis and spectacular analysis of the issue before posting.  Kudos to you on that score. It is always a privilege to work with technical specialists like you. 🙂

We greatly value your relationship with HP. You are a valued HP customer and we appreciate you greatly for doing business with HP. I take it as a privilege to share this platform with you.:)

Please download the print and scan doctor utility from this link: http://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe

Also, if you have scan related issues please visit this link for further assistance: http://support.hp.com/lt-en/product/HP-ENVY-5600-e-All-in-One-Printer-series/6583033/model/6658165/d...

Please check out step 7. Please try performing all the steps only if you have issues with scanning. However, this should be done only after downloading the print and scan doctor utility from the link given above. Please check if it corrects the situation before trying the steps from the second link.

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

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 now and have a splendid week ahead. 🙂

[DMWBristol]

Thank you for your advice.

I downloaded and installed Print and Scan Doctor from the link you gave.  But it seems to be the same version as the one I was previously using (Version 5.0).

I have checked the Windows Image Acquisition (WIA) settings as recommended in "Step 7" of the other link you provided. This shows "Running" and "Automatic" so I think it is OK.

I currently have no problems printing or scanning.  But I still have the same issue with Print and Scan Doctor.  For printing it checks out OK quite quickly and says there are no problems.  For scanning it stops every time at "Windows (WIA) Scan" and does not complete the diagnostics.  There is no error message.  Windows Task Manager indicates at this stage that PSDR is not doing anything (CPU usage mostly zero), so it really has stopped.

Is this  some feature/problem with Print and Scan Doctor and its interaction with WIA? Since my normal printing and scanning seems to be working OK does it matter that there is this problem?

Is there anything else I can check?  I am running on latest updated version of Windows 10, 64 bit.  I believe I have the latest driver software etc (PSDR says so for the printing)

Regards

[A4Apollo]

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

Kudos to you for trying out the steps.

As you mentioned you still have issues using print and scan doctor application.

I have checked the records and found an update for print and scan doctor.

Please update the print and scan doctor to the latest version using this link.

Let me know if it works!

Have a beautiful day ahead! 🙂

[DMWBristol]

Thanks for that response.

I downloaded PSDR from the link you gave.  It says it is version 5.0, which is the same as the one I have been using.

It also behaves the same - it says no problems with printing, but when checking scanning it stops at "Windows (WIA) Scan"

Regular printing and scanning continues to work OK.

Anything else I could check?

[DavidSMP]

Hi @DMWBristol,

I reviewed the post comprehensively. Brilliant troubleshooting and excellent analysis of the issue. Hats off to you for a job well done.

I would suggest the following steps.

• Please run a complete check on the operating system from this link:https://support.microsoft.com/en-in/kb/929833
• The PSDR is a tested utility that is downloaded thousands of times and is not printer specific. When it is hosted on our support site, it is tested comprehensively and downloaded by several customers successfully.
• Please uninstall Print and scan doctor from control panel ->programs and features
• Then download the print and scan doctor utility as it is the latest version from the support site.
• There could be an operating system with your computer and hence it is giving some errors. 
• So first uninstall it completely. restart the computer and download it again from this link: http://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe That should do the trick for you.

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

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

 I

f 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 now and have a splendid week ahead. 🙂

[DMWBristol]

Thank you for your continuing support.

I did as you suggested, and used the Microsoft System File checker (SFC.exe) to check my system.  It reported no problems.

I then deleted every instance of HPPSdr.exe that I could find in my system.  ( I could not uninstall it using the uninstall command in "Programmes and Features" in Control Panel as you suggested as it was not listed there as an installed programme).

I then downloaded and ran the version of HPPSdr.exe from the link you gave (which says it is version 5.0)

Unfortunately all this made no difference.  It still stops at the "Windows (WIA) scan step"

[DavidSMP]

Hi @DMWBristol,

I reviewed the post. Excellent job on troubleshooting. Hats off to you for a job well done. 🙂 The Print and scan doctor sometimes does not get installed and it is a utility that runs on your computer as an executable file. So Please try these steps and let me know how this goes

1. Right click on the desktop Icon for “HP Print and Scan Doctor “
2. Left click on “Open file location” from the menu to open Windows Explorer.
3. In the left pane of Widows Explorer, right click on the folder “C:\Program Files\HP\Diagnostics\PSDR “and left click on “Delete” from the menu.
4. Repeat steps (1) and (2).
5. Right click on “Yes” to delete the desktop Icon for “HP Print and Scan Doctor”.
6. Please delete all the folders that have print and scan doctor in them.

Then install print and scan doctor again and let me know how this goes.

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.   Please reach out for any issues and I'll be there to assist you. 

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

 I

f 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 now and have a splendid week ahead. 

[DMWBristol]

Thanks for your patience and your continuing advice.

The steps 1 to 6 that you list in your response are the same things that I did before my last email to you in order to delete all instances of HPPSDr.exe on my computer.  Nevertheless, I tried it all again, but I still experienced teh same problem.

You say I should "install" Print and Scan Doctor.  I am not entirely sure what you expect to happen.  On my Windows 10 system, if I start with no copies of HPPSdr.exe on my system, download it from your FTP site into my Downloads folder, then "Open" or "Run as Administrator", before running it puts a copy of itself into C:\Program Files (x86)\HP\Diagnostics\PSDR, together with an icon file  PSdr.ico.  It also puts a shortcut icon onto the desktop (although a default microsoft icon, not its own).  However, it does NOT subsequently appear as an installed programme in Control Panel>Programs and Features.  Not does it put an entry into the start menu (at least, I cannot find it).

Whether on the initial run whch does that "installation" or subsequent runs from the shortcut on the desktop, the outcome is the same - it always stops at the step "Windows (WIA) Scan"

There is one thing I have observed.  I have only one physical printer connected (via wireless), namely my HP Envy 5646.

This is set as my deault printer and has the name "HP Envy 5640 Series (Network)" when it appears in Control Panel>Printers and Devices, or in the list of printers available within applications (e.g. in Microsoft Word) or in PSDR.  In addition I have a number of virtual printers including HP ePrint, Microsoft PDF writer, Send to OneNote, etc.  When I run PSDR , then at "Choose your product" its shows three printers:

1.  HP Envy 5640 Series (Network)  192.168.1.89

2.  HP ePrint

3.  HP Envy 5640 Series (NET) 192.168.1.67

Number 1 is the one I have been checking.  PSDR communicates with it, but fails to complete the scan checking as I have said.   If I choose  2 or 3 its says that it cannot communicate with them. which is not surprising.  I think number 3 is somehow left over from a previous installation of the printer software etc - it does not appear in Control Panel>Printers and Drivers or in the list of printers in any application, only in PSDR.  Could this "ghost" printer be causing the problem?  How can I remove it?

Sorry for the continued correspondence.  I am happy that I can print and scan ok, but a little disappointed that your diagnostic tool does not run successfully.   Any other suggestions, or shall we give up?

[DavidSMP]

Hi @DMWBristol,

Great response and brilliant effort at analyzing the issue. Hats off to you on that score.:) The print and scan doctor is a utility that does not get installed on the computer. It is also not computer specific. It is a utility for windows that is downloaded by millions on the support site and a fully working tool.

If you could print and scan well and the utility does not work after having tried all the steps, then it may be some kind of Operating system glitch on this specific computer that is preventing it to not run correctly.

Like I said before it is downloaded by millions of users and is a trusted and tested tool. If you have a different PC please try print and scan doctor on that to isolate the issue further.

The print and scan doctor does not install on the computer and runs as a utility to check print and scan related issues. So if it is not running correctly on this specific machine and you want to run it, please backup your files and reinstall the operating system again to factory settings.

Then run the print and scan doctor and it should work fine. However, since the printer and the scan feature is working fine, you don’t need to run print and scan doctor or reinstall the OS just to run this utility.

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

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 now and have a splendid week ahead. 🙂