Scanner will not work all of a sudden (Envy 4500 series)

[curious107]

I have an Envy 4500 series. Scanner will not work all of a sudden. Scanner communication between the computer and the scanner cannot be established. This is regardless of whether I am attempting to scan via windows, via the device directly or even when I am using the scan doctor (which fails the driver check and prompts me to contact HP support).

I tried with a different computer and I am having the same problem.  I am using a USB connection. Any suggestions? 

Thank you in advance. 

PS.: It goes without saying that I have tried all the basic things (unplug, reset, reinstall, check for drivers etc) 

[Sneha_01]

Hi @curious107 

Welcome to HP Support Community.

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

It sounds like you're dealing with a frustrating issue with your HP Envy 4500 series scanner. Since you’ve already tried the basic troubleshooting steps, here are some additional suggestions to help resolve the scanner communication problem:

1. Check USB Connection

• Ensure the USB cable is securely connected to both the printer and the computer.
• Try using a different USB port on your computer.
• If possible, use a different USB cable to rule out a cable issue.

2. Verify Printer Functionality

• Try printing a document from the Envy 4500 to ensure that the printer is functioning correctly. If printing works, it’s likely a scanner-specific issue.

3. Run Windows Update

• Ensure that your Windows operating system is fully updated. Sometimes, system updates can resolve compatibility issues.

4. Use HP Print and Scan Doctor

• Since you mentioned using it before, try running HP Print and Scan Doctor again:
  • Make sure you have the latest version of the tool from the HP website.
  • Follow its prompts to diagnose and fix issues related to scanning.

5. Check for Driver Issues

• Go to Device Manager and check if there are any warnings or issues related to the scanner:
  • Right-click on the Start button and select Device Manager.
  • Look for imaging devices and see if your scanner is listed.
  • If there are issues, right-click and select Uninstall device. Then, reconnect the scanner to reinstall the drivers.

6. Reset Printer Settings

• You can try restoring the printer to factory settings. This can often resolve communication issues:
  • Look for the reset option in the printer’s menu (check the user manual for instructions).

7. Try a Different Computer Again

• Since you’ve tested on a different computer, it could be useful to test with a completely different operating system if you have access to one (like macOS or another Windows version).

8. Check for Firmware Updates

• Visit the HP support site to see if there’s a firmware update available for your printer/scanner model.

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

[curious107]

Thank you for your response Rachel, I really appreciate it!

Out of all of your suggestions, the only one I hadn't tried was to Reset Printer Settings, so I did. 

After getting stuck on "Now printing alignment page" for a few hours, it got miraculously unstuck and then got stuck on scanning alignment page. After several restarts I finally ran the "Scan Doctor" and I got the same error message. 

My printer is currently stuck at "Now Scanning" as we speak

Do you have any more suggestions or is this hopeless? 

[Sneha_01]

Hi @curious107 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

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