Scanning fuction software issue

[701esmith]

Hi I am having trouble using the scan function on my printer.  The scanning bar moves to the top of the scanner but then nothing happens - the bar stays at the top and doesn't return to its start position, and on the printer screen it say 'scanning' and the wheel just goes round.  I have tried reinstalling the software from the HP website which did seem to fix it temporarily but now got the same issue again. Have tried running the HP scan and print doctor 5.1 which says driver issue but offers no fix and directs me back to the HP website.  Any ideas?  Thanks Emily.

[asmita6658]

@701esmith

Greetings!
 
Welcome to the HP Support Community. This is a great place to get support, find answers and tips to your technical queries. I have reviewed your post and I understand, there seems to be an issue with the scanning.

Don't worry, I'm here to help! To better assist you - Are you experiencing the same issue while making a copy as well? 

While you respond to that, let's try these steps -

1) In the search box, type and open "Uninstall a Program". 
2) Look for HP Printer software. 
3) Right-click to uninstall. 
4) In the search box, type and open “Devices and printers”. 
5) In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”. 
6) Open 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 Once the software and drivers are removed. 
13) Restart the computer. 
14) Download and install the software and drivers from here.

Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

Hope this helps!

Let me know how that goes.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
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Have a great day ahead 🙂

[701esmith]

Thank you for your reply.  I have tried uninstlling and reinstalling the software and looked to see if it can update he firmware but still have the same problem.  I have also tried to copy and the scanner bar did move but nothing printed and just got a 'copying' message on the screen.

Thanks for trying.

[asmita6658]

@701esmith

Thanks for trying. This would confirm a hardware issue with the scanner. Please Contact HP Support regarding the service options for your printer.

Have a good day!