Scanner no longer working

[JudyW1958]

Seems like after I updated my Norton my scanner stopped working.  Possible?  Any advice?

[Sneha_01]

Hi @JudyW1958,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Yes, it’s possible that after updating Norton (or any other antivirus software), your scanner might stop working due to security settings, firewall rules, or application conflicts. Here’s a detailed guide to help you troubleshoot and resolve the issue:

1. Verify Scanner Functionality

• Direct Scanning: Test the scanner by using the printer’s control panel or standalone scanning software that doesn’t involve the computer to ensure the scanner itself is functioning.

2. Check Antivirus/Firewall Settings

Norton Antivirus/Firewall Settings

Open Norton:

• Launch your Norton Antivirus application.

Check Firewall Settings:

• Go to Settings > Firewall > Program Rules.
• Ensure that your scanning software or the printer software is not being blocked. Look for the scanner software or printer application and make sure it has the appropriate permissions.

Check Antivirus Settings:

• Go to Settings > Antivirus > Auto-Protect.
• Ensure that the scanning software is not being blocked by auto-protect settings.

Add Exceptions:

• Go to Settings > Antivirus > Scans and Risks > Exclusions / Low Risks.
• Add the scanner software or printer software to the exclusions list.

Update Definitions:

• Ensure your Norton definitions and software are up to date, which can help resolve any compatibility issues.

3. Reconfigure or Reinstall Scanner Software

Uninstall Scanner Software:

• Go to Control Panel > Programs and Features (Windows) or Applications (macOS).
• Find and uninstall the scanner or printer software.

Reinstall Scanner Software:

• Download the latest version of the scanner software from the manufacturer’s website.
• Install the software and follow the on-screen instructions.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support