Scan is cancelled the moment it's complete.

[Jennie2]

Hi - recently bought a new HP Envy 4524 All in One as my old Epson did not work when I bought a new laptop with Windows 10 pre-installed. Now I cannot get the new scanner to work either. The moment it finishes scanning a document, it cancels it! Has anyone had similar issues and can anyone suggest why it is doing this. Please keep it simple - I am technologically challenged!

[DavidSMP]

Hi @Jennie2,

Allow me to welcome you to the forums! Good day. It is a great way to engage, post questions and find resolutions by working with specialists in the HP community. I understand that you have scanning issues with your new printer using windows 10. I will be more than happy to assist you.

You are a valued HP customer and we appreciate you greatly for doing business with HP. I have reviewed the situation and it is paramount that we address your issue. Thank you for giving us the privilege to assist you on this platform. 🙂

First off, we need to establish if the issue is hardware or software related.

• I would also require more information regarding this to assist you better.
• How is the printer connected to the computer? Is it a wired or wireless connection?
• Does it copy directly from the printer without any communication from the computer?

Please try to make a few copies directly from the printer without any intervention from the computer. Please place the required document face down on the flatbed scanner and touch the copy button. If it copies fine, then the issue could be software related.

Once we establish that it copies fine, Please check these links out for further assistance.

Link for scan issues if the connection is a wireless one: http://support.hp.com/us-en/product/HP-ENVY-4520-All-in-One-Printer-series/5447920/model/8900983/doc...

Link for scan issues if the connection is a USB: http://support.hp.com/us-en/product/HP-ENVY-4520-All-in-One-Printer-series/5447920/model/8900983/doc...

Link to explore complete scanning feature: http://support.hp.com/us-en/product/HP-ENVY-4520-All-in-One-Printer-series/5447920/model/8900983/doc...

Please also ensure that in device manager the printer is listed in imaging devices and not in other devices. If it is listed in other devices, please uninstall it and restart the computer to correct it.

If it does not copy correctly, the issue is hardware related and the printer needs to be serviced by contacting HP phone support. Please visit this link: http://hp.com/contacthp and follow the on-screen instructions. If the unit is under warranty, repair services should be covered by the manufacturer’s warranty.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead.