printer prins but will not scan

[jackson3515147]

My printer will print but when I try and scan it says off line. I uninstalled the software and no wheile reinstalling it the printer is not recognized

[Hawks_Eye]

Hi @jackson3515147 

Welcome to the HP Support Community! We're here to help you get back up and running.

I can imagine how discouraging it feels to have your printer happily print but refuse to scan, especially after you’ve already tried reinstalling the software. Thank you for taking those steps—it shows real persistence. 

Let’s go through a structured set of actions to bring the scanner back online and ensure the device is recognized properly during installation.

 

Step 1: Prepare the Printer

• Make sure the printer is powered on and connected to the same Wi‑Fi network as your Windows PC.
• If using USB, disconnect and reconnect the cable directly to the PC (avoid hubs).

 

Step 2: Remove Old Instances

• On your Windows PC, open Control Panel > Devices and Printers.
• Right‑click any instance of your printer and select Remove device.
• Restart the computer to clear cached connections.

 

Step 3: Reinstall Using HP App

• Download and install the HP App from the Microsoft Store:
  HP App – Microsoft Store
• Open the app, select Add Printer, and follow the prompts.
• Ensure you choose the correct connection type (Wi‑Fi or USB).

 

Step 4: Verify Windows Services

• Press Windows + R, type services.msc, and press Enter.
• Locate Windows Image Acquisition (WIA) service.
• Ensure it is set to Automatic and is running. This service is essential for scanning.

 

Step 5: Test Scan from HP App

• In the HP App, go to Scan > Preferences.
• Select your printer and try a test scan.
• If successful, adjust resolution and color settings as needed.

 

Step 6: Update Drivers

• Visit HP’s driver page for your printer model:
  HP Printer Drivers and Software 
• Enter your printer model, download the Full Feature Software and Drivers, and install.

 

Step 7: Confirm Firewall/Antivirus Settings

• Temporarily disable firewall or antivirus software and test scanning.
• If scanning works, add the HP App and printer software to the allowed list.

These steps should help restore scanning functionality and ensure the printer is recognized during installation. Once the printer is added through the HP App, scanning should feel seamless again. 

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Take care, and have an amazing day!

Regards, 

Hawks_Eye