can not scan on envy4500 all in one

[gwatrobski]

I lost my scan function about a month ago after a big windows 10 cumulative update. after trying all the support suggestions I a software package calll direct drive. It go my function back. However the package had viruses and I end up deleting the software. My scanning issue returned. I ran all the suggestions from the support community and nothing worked. I ran a scan doctor and It stated my drivers are missing. SO I unistalled and reininstalled  the software package from HP. several times . Scan doctor still states I have no driver. So were do I get the driver from. Please help I am at witts end. Thank you in advance.

[Rainbow23]

Hi @gwatrobski,

Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query, I'll be more than glad to help you.

I understand that you are unable to scan from your HP ENVY 4500 e-All-in-One Printer to your computer.

This issue could occur if the drivers are not installed properly.

Let's go through a few steps to uninstall and reinstall the drivers:

Step 1: Uninstall the Drivers:

Please follow the steps provided to uninstall the printer software in the link: Uninstalling the Printer Software (Windows)

Also, please follow the steps provided below to completely remove the printer software from printer properties.

Steps to remove printer driver files from Print Server Properties:

1. Open the Print Server Properties dialog window by doing any one of the following:

(a). Press WINDOWS-R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK.

(b) From the Start menu or the Start screen and open Devices and Printers. Select any printer and then click "Print server properties" at the top of the window. Click on the Drivers tab.

2. Select the printer driver you wish to uninstall.

3. Click the Remove button.

4. Select "Remove driver and driver package" and click OK.

Step 2: Download and install the Drivers from the link: Full Feature Software and Drivers

Let me know how this works.

You have a good day ahead.

[gwatrobski]

I went through all the steps. Making sure I followed each instruction to the tee still no scan. This is what happens when I try,

1. I bring up the envy 4500 printer assistant
2. I click on scan document or photo dialog
3. I click on scan document to file
4. The screen indicates it is preparing to scan
5. The timing bar just keeps going and going and goin gwith out any change
6. On the printer I hear the scan mechanism trying to move into position.
7. and that's all that happens.

I have observed the following during this process.

1. I have to enter the task manager  to cancel the scan
2. while in task manager the Icon states "scan 32 bit"

I was under the impression windows 10 was a 64 bit operation system? Could this be an issue? I am going to try walking through the instructions again. Any help will be appreciate.I do have 42 years IT experience as a programmer, systems, operations, system development etc. It is a majority main frame. However I have designed , and wrote interfaces for windows to mainframe. So if you have some advances methodology that can be utilized to fix this problem , please tell me. By the way I am retired from IT. To much stress. after all those years.

[Rainbow23]

Hi @gwatrobski ,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue has not resolved after following the steps mentioned in the previous interaction.

This could be a hardware issue with the scanner component.

Hence, you may contact HP Technical Phone Support from this link: http://hp.care/2r9wSvP

Select the country where you are located and type the product# or the serial number of the unit and then choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information. Click on 'Show Options' icon and then scroll down the page and select 'Get Phone Number' to get the phone number.

You have a good day ahead.

[gwatrobski · Accepted solution]

as a last resort I powered down everything. System, printer,router. Waited about 1 minute and then powered everything back up. I went to try and scan, I noticed a small box near the bottom on the right hand side of the scanning page. The box states "restore defaults" I checked it. I have no issues at all scanning. I am not sure if the shutting down everything and then repowering back up, or retoring the defaults fixed the problem, or a little of both. But it is now working. So thank you for all your help.

[Rainbow23]

Hi @gwatrobski,

You are welcome.

I am happy to know that the issue has resolved.

I also appreciate your time and patience.

Feel free to ask your queries in future in this forum and we will always be there to help you.

You have a good day ahead.