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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎02-16-2017 04:23 PM

HP Recommended
Product: 3512
Operating System: Microsoft Windows 10 (64-bit)

I went to scan some items the other day and a window pops up wanting me to pay to scan. I just did without. Tried printing off the internet just now. Same thing. Do I have to pay to use my machine now? Don't I already have enough bills every month?

5 REPLIES 5

‎02-16-2017 04:54 PM

HP Recommended

Hi,

 

No, you don't have to pay to use your printer. Just ignore this. I will let HP know to investigate this incident.

 

Regards.

BH
***
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‎02-17-2017 12:43 AM - edited ‎02-17-2017 12:52 AM

HP Recommended

Hi @blanderswake,

Thanks for using the HP Forums.  Apologies for jumping in here.

 

Can you scan your PC for Malware?  (do you have any antivirus software installed?)

 

Have you received any popup on your computer that says your computer is infected with malware and then asked you to pay to get it removed? Google “ransomware" if you want to find out more.

 

In the meantime, can we request that you try to install the Printer software on another PC (hopefully clean PC) and see if it request for you to pay for print and scan?  (it should not if it's not infected)

 

Moreover, you can also use the AiO remote to scan if you are using Win 8.1 or Win 10 (hope fully not the same PC). 

 

Windows 10 : Downloading and Installing the HP AiO Remote & HP Scan & Capture Apps

 

Else, try  using an iPhone or Andoird phone to scan:

 

How to Scan from your Android Phone

 

Thanks.

I am an HP Employee. Although I am speaking for myself and not for HP.
Click Helpful = Yes to say Thank You.
Question / Concern Answered, Click "Accept as Solution"



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‎02-17-2017 02:23 AM

HP Recommended

@blanderswake

 

From now on, @greenturtle will help you you solve the problem. Many thanks to @greenturtle for jumping in.

 

Regards.

BH
***
**Click the KUDOS thumb up on the left to say 'Thanks'**
Make it easier for other people to find solutions by marking a Reply 'Accept as Solution' if it solves your problem.




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‎02-18-2017 04:43 PM

HP Recommended

I found the problem. Some garbage called PDF Complete was installed without our knowledge. Our free trial was up and the program wouldn't let us use the printer until we subscribed. Or kicked them out. Guess which one we did.

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‎02-18-2017 05:35 PM

HP Recommended

Hi @blanderswake,

Glad to hear that your issue is resolved and all is working well now.

Have a nice day!

I am an HP Employee. Although I am speaking for myself and not for HP.
Click Helpful = Yes to say Thank You.
Question / Concern Answered, Click "Accept as Solution"



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