Problema com conexão | Connection problem

[Tatiane1]

Não estou conseguindo utilizar minha impressora via wifi, não consigo digitalizar documentos, apesar da impressora aparecer conectada.

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I'm unable to use my printer via Wi-Fi, and I can't scan documents, even though the printer shows as connected.

[Garp_senchau]

@Tatiane1, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Restart Devices and Check Driver Settings

1. Turn off the printer.
2. Ensure the printer power cord is plugged directly into an electrical outlet (avoid using surge protectors or power strips).
3. Shut down your computer, closing all running programs.
4. Turn on the printer and the computer.
5. Search for your printer model in Windows and select it from the results.
6. If the HP Printer Assistant opens, click "Scan a Document or Photo" or "Manage Scan to Computer." Ensure the box next to Automatically start Scan to Computer when I log onto Windows is checked.
7. Try scanning again.

Check Network and Printer Connection

If scanning issues remain, check both your network and printer connection.

Run HP Print and Scan Doctor:

• Download and run the HP Print and Scan Doctor tool. Follow the prompts to diagnose and fix common printing issues

Reinstall Printer Drivers

• Go to Control Panel > Programs > Programs and Features. Find and uninstall any HP printer software.
• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and download the latest drivers. Follow the on-screen instructions to install the drivers.

If scanning still doesn't work, proceed to the next step.

Check Windows Image Acquisition (WIA) Service

1. Search for View local services in Windows and open the Services window.
2. Find Windows Image Acquisition (WIA) in the list.
3. Ensure its Status is "Started" and its Startup Type is "Automatic."
4. If both are correct, try scanning again.

If the issue persists, proceed to the next step.

Update Printer Firmware

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

Reference: 

HP Scanner not working - Troubleshooting scan issues | HP® Support

HP printers - Scanner not found or connected (Windows, macOS) | HP® Support

Cannot print or scan with an HP printer after a Windows update | HP® Support

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped you or made things easier, I’d truly appreciate it if you could mark it as an Accepted Solution! ✅ This not only helps others find the right fix faster but also spreads the support. 💙 And if you found my reply helpful, tapping "Yes" on "Was this reply helpful?" means the world- it ensures more people get the solution they need! 🌟 Your small action can make a big impact! 💪😊

Regards,

[Tatiane1]

Estou usando através do celular, gostaria de receber auxilio em PT BR

[Garp_senchau]

@Tatiane1, Hope you are doing fine!

Thank you for visiting our English HP Support Community. It would be ideal if the post was in English, so that other HP product users like you can also benefit from the information provided here. To ensure a quick response, it would be advisable to post your question in English.

We understand that English is not your primary language, so we advise you to use an on-line translator of your choice to post in the language of our Community.

Thank you for your understanding.

Regards