Scanner suddenly unreachable

[BarryD0706]

This morning when I try to start my scanner (it worked about 2 weeks ago) I get the Scanner Unreachable dialog ("Scanner communication could not be established"). Printer is connected to my network, not directly to my computer.

The Scan part of the Scan and Print Doctor (5.0) fails the Driver Check. Printing works fine.

I have no problem scanning from my Mac or from my iPhone. Windows 10 does not work.

I have rebooted my computer.

I have uninstalled the printer, uninstalled the software for the printer, downloaded new "Full" software for the printer and installed it. None of that has worked.

I have completed all of the steps shown on this web page:
http://support.hp.com/us-en/product/HP-ENVY-110-e-All-in-One-Printer-series---D4/5070119/model/50701...

 (including disabling the windows firewall, which makes no difference).

The Windows Fax and Scan software also fails.

I just discovered that the HP Scan and Capture software DOES work! It seems to be the only thing that does.

Given all of the complaints that seem to be popping up today with this problem, it looks to me like Windows has broken your drivers. 

Any other suggestions? Thanks.

[greenturtle]

Hi,

Thanks for using the HP Forums.

Please Uninstall and Reinstall the FULL feature software following these steps:

1. Uninstall the software in your computer
2. Download and save the FULL feature software (do not install it online)

The following resource will help you :

http://123.hp.com/us/en/

Key in your printer model, Operating System and download & install the FULL feature software.

3. Install the FULL feature “Saved” software

Once you have downloaded and installed the FULL feature software, you will be able to print and scan.

If you are not sure how to do this, the following resource will walk you through the steps:

How to Uninstall Download & Reinstall a Printer software

Hope that helps!

[BarryD0706]

Seriously?

I clearly stated in my original post that I had already done that.

[greenturtle]

Hi,

Ok, missed that part. can you try this instead:

Can you try this Uninstaller from Microsoft and then reinstall the FULL feature software again?

https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed...

Let us know if that works!

[BarryD0706]

Ok. Thanks for that.

I ran the Microsoft program you recommended. It did find a couple of registry problems (it said) when I used it to uninstall the HP Envy 110 software (and it did complete the uninstall).

I then reinstalled the FULL software, but the problem was not resolved.

I used the Microsoft program a second time to uninstall again.  This time it didn't find any registry problems and uninstalled the program. I then rebooted the computer, installed the FULL software again after the reboot. Before trying to run the scanner, I asked the Microsoft program to solve problems with an Install. It found no registry problems and said the program was properly installed. I then tried the scanner and the original problem is still there.

I looked at the printer properties in Device Manager. There, on the General tab, Device status says "No drivers are installed for this device. "

When I look at events, it shows "Device deleted" immediately followed by "Device not deleted". The detailed information for "Device not deleted" is as follows:

Device ROOT\PRINTER\0000 could not be deleted.

Class Guid: {00000000-0000-0000-0000-000000000000}
Problem: 0x2D
Status: 0xC000000E

I hope that might mean something to you? Thanks!

    Barry

[BarryD0706]

I also tried something else. I went into Control Panel -> Devices and Printers, selected my printer, looked into the Printer Server Properties tab. Under Drivers, I selected my printer and did "Remove" (driver and driver package).

This got me:

Driver HP ENVY 110 series Class Driver was removed.
Failed to remove package prnhpcl1.inf. Access is denied.

I then did a reboot and reinstalled the FULL package as before. This made no difference.

(All of the above is probably irrelevant, but just wanted to add it in case it was useful.)

[greenturtle]

Hi,

Was there any recent OS updates?  We've seen posts where customers encountered issues after OS updates.

The resolution was to uninstall and reinstall - which usually resolves the issue.

Can you try this standalone Scan software:

HP Scan Extended

ftp://ftp.hp.com/pub/scanners/HPScanExt/HPScanExt.msi

Once it's downloaded and installed, go to Start > All Programs > HP > HP Scan Extended > Run "HP Scan Extended"

Else, you can try Webscan :

Scanning from Chromebook (webscan)

Let us know if that works.
 

[BarryD0706]

Yes, there was an OS update since the last time my scanning software worked. I agree that the re-install normally fixes it. I've experienced that before as well.  It's just that this time it didn't.

I did install and try the HP Scan Extended.  Here is the result:

I didn't know about the printer http interface.  Very cool! Thanks. Yes, I can scan from that.  Saving the image seems to be a pain, but it works.  As I said previously, HP Scan and Capture also works.

The TechnologyTips channel also has a video on scanning using the in-OS drivers. I also tried that, but the right-mouse pop-up on my printer doesn't show a "Scan" option.

Any other ideas? Do you think the Event error shown for deleting the printer might be a clue?

Thanks very much for your time.

     Barry

[sdarcy]

Wow, I have had the same issue & tried all of the above with my Officejet Pro 8620. Same screen shots. Occasionally, maybe 15 min after the print job or scan command was issued it will wake up and complete the task.

    Prints just fine after 5 or 10 min of wait time. Once it gets going it is somewhat reliable.

Really messed after Huricane Mathew struck. 2 surge protectors for this tho.

  Interesting case