Scanner stopped working

[Deb053]

I have a shortcut on my desktop that I've used often to access the scanner.  Now when I click on it, it brings up devicesetup.exe and prompts me to add a new device or add more software.  I ran HP Print and Scan Doctor which shows the printer connected via USB.  Clicking on the printer icon results in "The full softwre solution for your product is not installedon this computer."  I downloaded the software but, when trying to install, it prompts me to plug in the USB.  I've tried rebooting my PC and the printer but it won't even scan using the Scan to Computer button on the printer.  It says it's either not connected to the computer or he OCR software isn't installed.  I'm fairly certain this started after the last Windows update.

[The_Fossette · Accepted solution]

@Deb053,

Welcome to the HP Forums!

This is a wonderful place to converse with the community, get assistance and find tips.

I reviewed your post and understand that you are unable to scan from your computer.

I'll be glad to help you 🙂

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the printer was working fine?
• Have you made any software or hardware changes on the computer?

For now, I recommend you follow the below steps and check if it helps.

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.

Please perform all these steps patiently as it is critical to resolving the issue.

Let me know how it goes. Awaiting your reply!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Good day! Take care 🙂

Cheers!

[Deb053]

 Thanks for your reply.  I was desperate to get it working so kept checking different things.  Since the software download kept prompting me to plug in the USB even after doing so, I guessed the problem might be in the cable itself.  So I bought a new cable, uninstalled the printer and re-installed with the original CD.  Problem solved!  

What I believe may have happened was caused by the cable.  It's pretty old having gone through at least two printers.  It may have developed a problem which, in turn, corrupted the printer program.  Or maybe the last Windows Update corrupted the program.  Or maybe it just happened with no specific cause.  Regardless, it works now and I'm relieved.  I use that scanner for scanning signed job completion forms to PDF files to email to the company we sub-contract work from.  Without those forms, we don't get paid.  

Again, thank you for your reply.

[Jeet_singh]

@Deb053,

It looks like you were interacting with @The_Fossette, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

I'm glad to hear you found the solution you were looking for. 

Thanks for taking the time to let the community know about the solution.

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉 

To simply say thanks for the efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.
And mark this public post as Accepted Solution to help others find a similar solution as you have.

Take care now and do have a fabulous week ahead. 🙂
Regards,