06-16-2018 06:58 PM
I was attempting to scan a document, to be sent in an email, when I received an error message from the scanner. I noticed that I was unable to select the resolution of the document. I restarted the program, yet still got the same error message. I then restarted my computer and the printer: however, I still got the same message.
I then tried the HP Diagnostic Doctor. The program noticed that I had some updates, I then instilled the updates. After restarting my printer and computer. I attempted to scan again and got the same error message. I ran the Diagnostic again, and it came up with the same problem as before. I thought, "alright there must be more updates." I attempted the updates again, and did the exact same thing again, but supposedly the updates did not take.
I thought, "I'll try uninstalling and reinstalling the software. After the Software was removed. I loaded in the disc, and promptly received this error message, "The software is not compatible with the operating system (OS)." I am currently running Windows 10, so I do not understand how the software is not compatible when a new OS is just a better version of a pervious OS. I have had this printer for about 10 years. Help me understand why my printer now will not function properly?
06-17-2018 12:29 PM
Welcome to HP Support Forums. A really great platform for posting all your questions and finding solutions.
I understand that you are unable to scan to email and I appreciate all your efforts and expertise in troubleshooting this issue.
I'll try my best to help
I suggest we start with a Printer Reset
(1) Turn the printer on, if it is not already on.
(2) Wait until the printer is idle and silent before you continue.
(3) With the printer turned on, disconnect the power cord from the rear of the printer.
(4) Unplug the power cord from the wall outlet.
(5) Wait at least 60 seconds.
(6) Plug the power cord back into the wall outlet.
NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
(7) Reconnect the power cord to the rear of the printer.
(8) Turn on the printer, if it does not automatically turn on.
The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed
Next uninstall the driver driver from root level and download the Full Feature Software
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.) Restart the computer and download the Full Feature Software from Here and follow the onscreen Instructions
Note: Connect the USB cable only when prompted during installation
Keep me posted how it goes
Thank you 🙂
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