scanning function randomly disables itself between printer and desktop

[Holldon1]

Scanning function randomly disables itself between 510-a157cb desktop and HP 6978 printer.   Always accepts a reset but usually happens again after a day or two passes.

[Betty0610]

@Holldon1

Welcome to the HP Support Community.

Are you using the HP Smart App on your PC? If not, you may try and install to see if that works: https://support.hp.com/in-en/document/c04675142. If yes, uninstall and reinstall it.

If the issue persists, try these steps:

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue still persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up 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

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Holldon1]

I have both HP Smart and HP Print and Scan Doctor.  I can scan using HP Smart but it is not as convenient as simply scanning from the printer.  When I run the HP Print and Scan Doctor it always says nothing is wrong; it runs the scan function okay.  But when I am having the issue and  try to do a scan after running the  Doctor I get the notice that no computer is attached to the printer.  Also, previously I had issues with the printer and had HP support working remote on my computer but they couldn't delete all of the software for a reinstall.  I was told then I would need to take my computer to an HP dealer for a correction since some of the program was deleted.  However, I was able to restore the printer myself.  The puzzle to me is that the function usually happens when I haven't been using the scan function for a couple of days.  Once I reset it I can scan multiple times the same day without an issue.

[TEJ1602]

@Holldon1

Thanks for replying!

Help me with the following questions-

• How is the printer connected to the computer?
• Is there any antivirus/security software installed on the computer?
• Does printing work fine?

Keep me posted.

[Holldon1]

Home WiFi

Bitdefender

Printing function works fine

[TEJ1602]

@Holldon1

I'd suggest you disable the security software and try scanning. Keep the printer under observation.

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Assign manual IP to the printer

The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers.

Try scanning.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!