scan to computer not available

[edimax]

Often I am not able to scan a document form the printer to my PC. If I select my computer on the printer's display it will give an error message saying the the computer is not available. On my PC the  "scan to computer" app also shows an error saying "scan to computer not available". Disabling and re-enabling the app will not solve the problem.

Printing and scanning  from my PC works fine. "Hp Print and Scan Doctor" will not find the issue, neither will it solve it.

What else can I do?

[zoey7886 · Accepted solution]

@edimax, Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding availability of scan to computer!  
We're thrilled to have the opportunity to assist you and provide a solution. 

It sounds like your HP OfficeJet Pro 9014e is having trouble connecting to your PC for scanning, even though printing and scanning work fine otherwise. Here are some steps you can follow to troubleshoot and resolve the issue:

Check Network Connection

Ensure that both your printer and PC are connected to the same network (Wi-Fi or wired). A mismatch in network settings can cause the "scan to computer" feature to fail.

• For Wireless Connection: On your printer, go to the Network Settings and ensure it's connected to the correct Wi-Fi network.
• For Wired Connection: Ensure your printer is connected to your PC via Ethernet and both devices are on the same network.

Ensure Scan to Computer is Enabled

Make sure the "Scan to Computer" feature is enabled on your computer:

• Open the HP Smart app on your PC or use the HP Scan app.
• In the app, go to the Scan settings and ensure Scan to Computer is enabled.
• On the printer, navigate to the Scan menu and confirm that Scan to Computer is listed as an option.

Update Printer Drivers and Software

Sometimes outdated drivers can cause connectivity issues with scanning:

• Go to HP's Official Support Page and search for your printer model.
• Download and install the latest drivers and software for your HP OfficeJet Pro 9014e.

Restart the Print Spooler Service

The issue might be due to a problem with the print spooler service. Restarting it can help:

• Press Windows + R, type services.msc, and press Enter.
• Find Print Spooler in the list.
• Right-click it and select Restart.
• Try scanning again.

Reinstall HP Scan Software

If the issue persists after updating drivers, it may help to reinstall the HP Scan or HP Smart app:

• Go to Control Panel > Programs > Programs and Features.
• Find the HP Scan or HP Smart app, right-click, and select Uninstall.
• Afterward, download and install the latest version of the app from the HP website or the Microsoft Store.

Reset Printer Network Settings

If there’s an issue with the printer's network settings, resetting them can help:

• On the printer, go to Setup > Network > Restore Network Settings (this may vary by printer model).
• After resetting, reconnect the printer to your Wi-Fi or network.

Enable Windows Firewall Exception for HP Software

Sometimes, your firewall may block communication between the printer and the PC:

• Go to Control Panel > Windows Defender Firewall.
• Click Allow an app or feature through Windows Defender Firewall.
• Scroll down to find any HP-related apps and ensure they are allowed on both private and public networks.

Use the HP Print and Scan Doctor Again

Though you mentioned that HP Print and Scan Doctor didn’t resolve the issue, it may be useful to try it again after performing the above steps. The tool may be able to detect new issues once you've updated drivers and reset network settings.

Check for Windows Updates

Ensure that your PC is up-to-date, as updates sometimes fix compatibility issues:

• Go to Settings > Update & Security > Windows Update.
• Click Check for Updates and install any available updates.

Test with Another PC or Device

If possible, try scanning to another PC or device to rule out any PC-specific issues.

After trying these steps, test if the scanning issue is resolved. Let me know how it goes, or if you'd like further assistance!

Take care, and have an amazing day! 
 

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going! 

Regards, 

[edimax]

Hi Zoey, thanks for ypur help. The problem seems to be solved now.

But I must say that if you are not a PC guru it is very hard to find th root cause and solve the issue because:
1. it is not obvious which Drivers/Software to download and install.

2. on the HP support page it is recommended to use HP Smart for software and driver installation, but these drivers will not support Sanning from printer to Computer

3. during installation of the full feature software you will be asked not only for the IP address or hostname of the printer which you have to check on the printer which is not mentioned during installation. But you are also asked for the printer's password which is not know nor written down somewhere.

So how should an avarage user be able to install the software with out any help from HP printer experts?

What's also very frustrating that there are no helpful error messages in case something's not working and no helpful diagnostic tools

[zoey7886]

@edimax, I appreciate your detailed feedback, and I understand how frustrating this experience must have been. 

You’ve pointed out some important challenges, and I’d like to help clarify a few things.

1. For driver installation, the best way to ensure compatibility is to use HP’s full-feature software rather than HP Smart if scanning is required. The correct drivers can be found on the HP support page by entering your printer model.

2.  Regarding the printer IP and password, you can usually find the IP in the printer’s network settings menu, and the default password may be set to the printer’s serial number (unless changed).

3. I completely agree that clearer instructions and better diagnostics would improve the process. I’ll pass along your feedback to our team to help enhance user experience.

If you’re still facing issues, I’d be happy to guide you through the installation process step by step. 

Let me know how I can assist further!

Take care and have a great day!