Scanning with my HP Photosmart 7520

[foxfire247]

I am connected via USB to my HP photosmart 5720.  I can print but I can not scan.  I have tried using the touchscreen on the printer and via the compter HP printer assistant.  I have disconnected and reconnected all cables. Help!

[Drakster]

Hi @foxfire247,

Welcome to the HP Support Forums!

I understand that you're unable to scan with your printer. I would be happy to help you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.

In order for me to assist you better, I may require more information. 

You mentioned two different models in your post. These two are the closest matches I could find: HP Photosmart C5275 All-in-One Printer and HP Photosmart 5720.

What is the full name and product number of your printer? How Do I Find My Model Number or Product Number?

What is the error message you're receiving? 

Please download and run the Print and Scan Doctor, it will likely diagnose and resolve the issue you are experiencing.

What were the results when you ran the Print and Scan Doctor? (did it print or scan, any error messages)

In meantime, please try this document: HP Printers - A Communication or Connection Error Displays When Scanning.

This document is for HP multifunction printers released prior to 2010 that use Mac computers or HP Solution Center software on Windows computers.

When you try to scan from the control panel or from the computer, one of the following communication or connection errors displays, and then the scan fails.

• 'An error occurred while communicating with scanning device'
• 'There is no computer connection'
• 'No connection'
• 'Computer not listed'
• 'No imaging device detected'
• 'Scanner not found'
• 'Unable to communicate with scanner'

Select your operating system for steps to resolve the issue.

Windows

If you need to scan immediately, you can use the scanning workarounds at the bottom of this section instead of troubleshooting.

Step 1: Restart the devices

Restart all the necessary devices, such as the computer and printer. Skip the steps to restart the router or network devices if your devices are connected by a USB cable.

NOTE: Make sure that the printer connects directly to an electrical outlet and not through a surge protector or power strip.

1. Turn off the computer.
2. Turn off any routers and network devices.
3. Press the Power button to turn off the printer.

   NOTE: If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.

4. Turn on any routers and any other network devices. Wait for them to completely turn back on.
5. Turn on the computer.
6. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.
7. Try the scan again.

Step 2: Check for critical updates, patches, and firmware

Follow these steps to check for critical updates, patches, and firmware that might have been released to resolve the issue.

NOTE: If your printer is connected wirelessly, you must connect your printer with a USB or Ethernet cable to do some updates.

1. Turn on the printer.
2. If your printer is connected to the computer with a USB cable, disconnect the cable from the printer.
3. Go to HP Customer Support - Software and Driver Downloads.
4. If prompted, select a method to identify your printer model, and then follow the on-screen instructions to go to the download page.
5. Click Firmware, and then Download.
6. Use the HP Download and Install Assistant for a guided driver download and installation, or select Download only to manually open or run the driver file through your Internet browser’s download tools.

Step 3: Select the correct printer in HP Solution Center

1. Search Windows for your printer model name, and click the printer name in the list of results.
   HP Solution Center opens.
2. Make sure that the correct printer tab is selected if you have more than one HP printer installed.
3. Look for any duplicate instances of the printer, either on an additional tab at the top of the screen or an additional icon on the left side of the screen. A duplicate instance has the word Copy next to the printer name. For example, a duplicate tab might be called HP Officejet Pro K8600 Copy 1.
   If there are duplicates, click the instance with the highest number after the word Copy. For example, if the tabs HP Officejet Pro K8600 Copy 1 and HP Officejet Pro K8600 Copy 2 display in HP Solution Center, select HP Officejet Pro K8600 Copy 2.
4. Try the scan again.

Step 4: Use a tool to resolve the issue automatically

HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing problems. Download and run HP Print and Scan Doctor  to quickly and automatically perform several troubleshooting tasks known to resolve this issue. When this link is clicked, HP Print and Scan Doctor is downloaded using your Internet browser's download capabilities.

After the Print and Scan Doctor opens, click Fix Scanning, then follow the on-screen instructions to try resolving the issue.

1. In the Print and Scan Doctor results screen, view the list of actionable results.
   • If you see yellow exclamation points , the test failed and required user action, but the step was skipped.
   • If you see a red X , follow the on-screen instructions to resolve the issue.
2. Click Test Scan or Skip.
   • If you click Test Scan, the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
   • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
   • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.

Step 5: Check the device status in Device Manager

Follow these steps to check the device status in Windows Device Manager:

1. Search Windows for Device Manager, and then click Device Manager in the list of results.
2. Click the arrow button to expand the following categories:
   • Imaging devices
   • Universal Serial Bus controllers
   • Other devices
3. Check for any instances of the HP printer and of Unknown Device in the expanded categories. The printer might display in more than one category.
4. Update the driver:
   1. If the printer displays with a yellow exclamation mark next to it or if Unknown Device displays, right-click that device, and then click Update Driver.
      The Hardware Update Wizard window appears.
   2. Click No, not this time to decline checking online for the driver, and then click Next.
   3. Update the driver in Device Manager for each instance of the HP printer that displays with a yellow exclamation mark and for each instances of Unknown Device.
   4. Disconnect the USB cable from the printer.
   5. Insert the HP printer CD in the computer, select Install the software automatically, and then click Next.
   6. Follow the on-screen instructions to finish installing the driver. When prompted, connect the USB cable to the printer.
      • If these steps resolved the issue, you do not need to continue troubleshooting.
      • If the issue persists, continue to the next solution.

Step 6: Uninstall and reinstall the HP software

Follow the steps to uninstall and reinstall the HP software for your connection type.

Step 7: Contact HP

If you have completed all the troubleshooting steps in this document, contact HP for further assistance. You might need to troubleshoot the Windows registry and printer hardware.

Click Contact Support on this page for more support options.

Scanning workarounds

Use these workarounds to scan if the solutions did not resolve the issue. Some workarounds might be unavailable depending on the printer and your connection type. Try one of the other workarounds if the first method you tried did not work.

Scan with Scan app (USB-connected printers only)

The Scan app for Windows 8 and Windows 10 can be used to scan a photo or document.

1. Place the item that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF) if your printer has one.
2. Search Windows for Scan and click the Scan app in the list of results.
3. If Source is an available option, select where you loaded your document or photo.
4. Click Show more to change settings such as Color mode, Resolution, and change where to save the file.
5. Click Scan.

Scan with Paint (USB-connected printers only)

To scan using Paint in Windows, follow these steps.

 NOTE: Before you begin, make sure that the printer is connected to your computer.

Video of scanning with Paint

The following video demonstrates how to scan in Windows 8 with Paint.

If you have trouble viewing the video or to view the video in a different size, watch online to learn how to scan in Windows 8 with Paint.

1. Place the item that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF) if your printer has one.
2. Search Windows for paint, and click the Paint app in the list of results.
3. Click File, and then click From scanner or camera.
4. Select your printer, click OK, and then click Scan.

Scan with Windows Fax and Scan (USB-connected printers only)

To scan using Windows Fax and Scan in Windows 8, follow these steps.

 NOTE: Before you begin, make sure that the printer is connected to your computer.

Video of scanning with Windows Fax and Scan

The following video demonstrates how to scan in Windows 8 with Windows Fax and Scan.

If you have trouble viewing the video or to view the video in a different size, watch online to learn how to scan in Windows 8 with Windows Fax and Scan.

1. Place the item that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF) if your printer has one.
2. Search Windows for fax, and click Windows Fax and Scan in the list of results.
3. Click New Scan.
4. Select your printer, click OK, and then click Scan.

Scan with the HP Scan and Capture app (USB-connected printers only)

Scan in Windows 8 and Windows 10 using the HP Scan and Capture app.

1. Load your image on the printer glass.
2. Open Start, and click HP Scan and Capture.
3. Click the top-left menu , and then select Settings.
4. Click Select Device.
5. Click your HP printer.
6. Click Photo Scan Options to change any settings, and then click the back arrow.
7. Click outside the Settings menu, and then click Capture Photos.
8. Click Save.
   A window opens that lets you save to a folder on your computer.

Scan from the printer Embedded Web Server (network-connected printers only)

If your printer connects to a wired or wireless network, use the Webscan feature in the printer's Embedded Web Server (EWS) to scan with the Windows built-in driver.

1. Get the printer's IP address from the printer control panel network settings menu or by printing a network configuration page.
2. Type the IP address in the address line of a web browser such as Internet Explorer, and press Enter to open the printer Embedded Web Server (EWS).
   Figure : Example IP address in the browser

   

   NOTE: Make sure that pop-up windows are not blocked in the browser. If pop-up windows are blocked, a message under the address line explains how to allow pop-up windows (in most Internet browsers). If you try to scan with pop-up windows blocked, the scan fails.

3. On the Information tab click the Webscan application.
4. Select the Image type, and click Scan.
5. Right-click the scan in the browser window, click Save Picture as, and click Save.

If you need further assistance, please let me know the following information above.

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. Good Luck!

[foxfire247]

My printer is the Photosmart 7525,  The error message is

Secure communication cannot be established. Ensure you product is powered on, check the connection and ensure your network is functioning properly. If these conditions are correct, restart the product and try scanning again.

If you arfe installed usinf a cable connection(USB or Ethernet) ensure both ends of the cable are secure.

I am connected via USB.  I can print but I can not scan.

[Drakster]

Hi @foxfire247,

Thanks for getting back to me and providing the information requested.

Please follow the troubleshooting steps in my previous post and let me know how that goes.

If you have any further concerns, please feel free to contact me. Thank You.