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BobW2668
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Why can't the Scan driver communicate with the product?

HP Recommended
hp photosmart premium C309g-m
Microsoft Windows 10 (64-bit)

I have tried all of the steps while using the Hp Scan Doctor and I am still not able to scan from the computer using the Hp Solution Center.  The WIA is set to automatic and is turned on.  I have uninstalled and re-installed the comprehensive software package as suggested.  I have reset the printer.

Is this a computer OS registry problem?

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Rainbow23
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Message 2 of 4
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Hi @BobW2668,

Welcome to HP Forums, this is a great place to get support, find answers and tips.


Thank you for posting your query, I'll be more than glad to help you.

I understand that you are facing issues with scanning from the computer using the HP Solution Center.

 

This issue could occur if the full feature software is not installed.

 

Let's go through a few steps to uninstall and reinstall the drivers:

 

Step 1: Uninstall the Drivers:

 

Please follow the steps provided to uninstall the printer software in the link: Uninstalling the Printer Software (Windows)

 

Also, please follow the steps provided below to completely remove the printer software from printer properties.

 

Steps to remove printer driver files from Print Server Properties:

  1. Open the Print Server Properties dialog window by doing one of the following:
    • Click the Start menu and in the search field type 'printui /s /t2' (without the quotes), and then press Enter or click it in the search list.
    • Press WINDOWS-R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK.
    • From the Start menu or the Start screen:
    • Open Devices and Printers.
    • Select any printer and then click "Print server properties" at the top of the window.
    • Click on the Drivers tab.
  2. Select the printer driver you wish to uninstall.
  3. Click the Remove button.
  4. Select "Remove driver and driver package" and click OK.

Step 2: Download and install the Drivers from the link: Full Feature Software and Driver

 

If the issue still persists, then you may scan using HP Scan and Capture App by checking the link: Using the HP Scan and Capture App (Windows 8 and 10)

 

Let me know how this works.
 

You have a good day ahead.

Rainbow23
I am an HP Employee

If you found this post helpful, you can let others know and also show your appreciation by clicking the Accept as Solution button, Thumbs up" button!

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BobW2668
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Thanks for your help.  Your solution did not work for the C309g-m Hp printer.  I guess I will have to use the Hp scan and capture App.

I have a Microsoft Surface Pro with Windows 10 Pro installed and scanning from the computer for this printer works fine.

 

In addition, when I tried to delete full feature software and driver, the removal stopped part way through and told me

the computer could not complete the uninstall.  This makes me think there is an issue in  the registry.

 

If you have any other suggestions, please let me know. The operating system on this computer is Windows 10 Version 1703.

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Rainbow23
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Hi @BobW2668
Thank you for your reply, I'll be more than glad to help you.


I understand that the issue did not resolve after following the steps in the previous interaction.


As we have tried all the possible solutions for this issue, please contact HP phone support for further assistance at the link: www.hp.com/contacthp


You have a good day ahead.

Rainbow23
I am an HP Employee

If you found this post helpful, you can let others know and also show your appreciation by clicking the Accept as Solution button, Thumbs up" button!

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ArchivedThis 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.
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