printer and scan stop working after software update. after reinstall software, only printer working

[ms20251]

printer and scanner stop working after computer updates by itself. Trying to reinstall software for HP officejet pro 9120e.

it does not go through, on the step 2, "download" never shows me finish download, that means i cannot go to step 3"install".

If I use "HP smart", printer works, Scanner does not. please help. thank you!

[Kuroi_Kenshi]

Hi @ms20251,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding printer and scanner not working after an update!  

We're thrilled to have the opportunity to assist you and provide a solution.

It sounds like your HP OfficeJet Pro 9120e scanner stopped working after a software update, and the full software package isn't downloading correctly. Here’s how you can fix it:

Use Windows Built-in Scan App

• Open Windows Fax and Scan (Press Win + S, search for it, and open).
• Click New Scan and see if the scanner responds.
• If this works, the issue is with HP software, not the scanner itself.

Run HP Print and Scan Doctor

• Download HP Print and Scan Doctor from the HP official website.
• Run the tool and follow the instructions to fix scanning issues.

Manually Reinstall HP Software

If the HP software is stuck on "Download," try a manual install:

• Uninstall HP software completely:
  1. Go to Control Panel > Programs > Uninstall a Program.
  2. Remove HP OfficeJet Pro 9120e software and drivers.
  3. Restart your PC.
• Download full software manually:
  1. Go to HP’s support website.
  2. Enter your printer model (HP OfficeJet Pro 9120e).
  3. Manually download and install the Full Feature Software (not HP Smart).
• Reinstall the software and check if the scanner works.

 

[Kuroi_Kenshi]

Enable Windows Image Acquisition (WIA) Service

• Press Win + R, type services.msc, and press Enter.
• Find Windows Image Acquisition (WIA).
• Right-click and select Restart (if not running, set Startup Type to Automatic).
• Restart your PC and try scanning again.

Try a Different Scanning Method

• Open HP Smart, go to Scan, and try scanning.
• Use Windows Scan App (search for "Scan" in the Start menu).

If the issue still persists, let me know what step failed or what error message you see! 😊

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?"—your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,