Print & Scan Doctor can't communicate with scanner

[Deserunt]

Unboxed yesterday; trying to get this AiO to scan.  Prints from computer okay.  Printer & computer on wired ethernet.

Running HP Print & Scan Doctor 5.5.2.  When it searches for products, it finds 'series PCL-3 (Network)' and 'Photo 7800 (NET)'.  I choose the latter and click 'Next'.  Then it says "Failed to communicate with your selected product."

I tried all the boilerplate (cycle router, cycle device...).  I turned off the firewall.  Nothing worked.

I "click 'Retry' to do a more advanced search".  It does the 'Searching for products...' thing again, and the blue progress bar just sits there at about 3/4 done.  I let it sit for 15 minutes, and give up.  But it doesn't respond to the 'X' in the upper right corner, so I reboot the computer.


How do I get the Print & Scan Doctor to communicate with the scanner?

Thank you for your time.

[Dragon-Fur]

@Deserunt 

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If you have not done so, download-save-install the Full Feature Software / Full Driver for the printer

  HP Easy Start Printer Setup Software

• Download-and-Save the printer software (Full Feature Software / HP Smart / Easy Start)
• Right-Click on the downloaded package and "Run as Administrator" to start the installation
• Reminder:  If using Easy Start, select the Full Driver

Easy Start...

  About 2/3 of the way through the setup, you will be given the opportunity to select the software - select the "Full" driver set (as opposed to the basic driver).

Any...

If using USB:  Connect the cable when instructed to do so (near the last part of the driver installation)

After the software is installed, Restart the computer and log in.

Full driver provides print and scan functions (even if HP Smart proves to be stubborn).

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What else?

The Full Driver might resolve the issues you are seeing.

If not, try this different version of the Doctor:

Offline Doctor V5.0.7

  http://ftp.hp.com/pub/printers/hppsdr/patches/HPPSdr.exe

• Download and Save the doctor to your computer
• Open File Explorer > Navigate to the folder in which you saved the file (likely Downloads)
• Execute the doctor – Answer any prompts /  let the process complete
• Restart the computer, log in, and wait for the final steps in the Doctor to finish.
• Check for any difference.

Original Notes – Contributed by ShlomiL

Paraphrased

Connection Issues

• Print and Scan Doctor Version 5.0.7 creates a secondary queue for printing with TCP/IP port.

After the Offline Doctor completes…

Verify / Adjust the “Default” printing device (Default Printer)

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

OR

Open Control Panel > icon view > Devices and Printers > Right-Click on printer > Set printer as Default

NOTES – Selecting Default Printer 

1. Do not select the printer marked as “Scan Only / DO NOT DELETE”
2. Do not select the printer marked as “Fax”

Example Default Printer:  Set “Default” Printer = HP OfficeJet Pro 9020 series PCL-3 (Net)

Reference:  HP Printers - Printer is Offline (Windows) > Step 2: Manually set the default printer

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References / Resources

Important Reading

User Guide

Printer Software – Blocked in Security Software

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

Printer  Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP ENVY Photo 7858 All-in-One Printer 

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[Deserunt]

@Dragon-Fur

Thank you for taking the time to reply.

Just spent most of an hour on the phone with HP Support, and was told the only way to get scanning to work was to use the wireless connection.  I am connected via wired ethernet, and my wireless is so spotty I don't want to use wireless for something so intrinsic as printing.  So I'll be returning this printer.

As an aside, I did not use Easy Start to install, but I did install using the Full Feature installer (EN7800_Full_WebPack_44.4.2678.exe).  Easy Start seemed to need my email to connect and seemed intent on selling me ink.

I did update to the latest firmware (EN7800_2048B).

When I list "printers & scanners" in Windows, I see the printer, I see the fax, but nothing else in the Envy line.

I can scan from the printer itself, and send the scan to the computer. But from the printer, I can't choose PDF as an output, & I can't use the ADF. 

I also went through the ports list in https://support.hp.com/us-en/product/model/9073160/document/c03419426?sessionId=3a84e10c-e113-4189-8..., and added/enabled all of those ports.

So if someone else is in the same boat, hopefully this post will keep them from spending two days just trying to connect a scanner.