unable to scan to computer - HP Scan does not find device

[wardle84118]

OK, I have seen a lot of posts on issues with not being able to scan to a computer.  I have Windows 7 and I have installed and uninstalled several times using USB and as a network printer and I continue to not be able to scan to computer.  I can print and fax without any problem.  I have run the HP Print and Scan Doctor several times and it shows a problem with the Driver in not being able to communicate with the device.  I follow the instructions for restarting and then it says it cannot fix the problem.  I believe this is a problem with my computer or a setting somewhere that is messed up.  I had a older HP printer that was working just fine and then stopped.  I then bought a new printer, thinking it was a printer problem and ended up with the same issue.  I have been able to get the device to scan using webscan from google Chrome browser, but it failed in Internet explorer, but this is probably a browser issue.  The fact that webscan worked and I can print tells me the device is working fine.  Again, I have to believe there is some setting on my computer that is messed up and specifically with HP Scan.  Is there any way to just uninstall/install HP Scan seperately?  I have spent the better part of two days working on this and it is driving me crazy!  I wonder if I should return the printer and get a different brand, but if it is a computer issue, I doubt a different brand will make a difference.  Sorry for the long wording, but I need a solution.  Any ideas are welcome!

[X-23]

Hello @wardle84118,

Welcome to the HP Support Forums!

I would like to assist you today with resolving the HP Scan issue you're experiencing on your Windows 7 computer when attempting to scan with your HP Officejet Pro 8615 e-All-in-One Printer. I also would like to thank you for all of the information that you included in your original post. All of this makes my job a lot easier. Now I'm going to skip all the basic steps, as you've already exhausted this troubleshooting, and I'm going to skip to the fun stuff. Can I please have you run the steps below.

Just so you are aware, scanning, unlike printing, relies on bi-directional two way communication. Scanning also relies on the Twain service as well as WIA to be running. Twain is built into HP software that allows you to scan an image directly into a program (like MS Word or Photoshop) where you can work with that image. WIA (Windows Image Acquisition) is a service built into your Windows computer. It enables graphic software to communicate with imaging devices (like scanners). The HP Twain service relies on WIA to be working. If WIA is not running properly scanning through HP Scan Software will not work, even if Twain is installed and running properly.

Step 1: Test Paint:

To verify right from the start if we may potentially have a WIA issue., I'm going to have you run a scan test through Paint as paint strictly uses WIA to scan.

1. Click on your Start menu
2. In the 'search programs and files' box located right above Start after you click on it type Paint and hit enter
3. When Paint opens, click on File on the top left
4. Select 'From Scanner or Camera' - If this is greyed out, that your HP Scan driver or WIA are not functioning.
5. If the Scanner opens, run a test scan.

Step 2: Check HP Scan Driver:

To verify that your computer is actually 'seeing' the HP scan driver correctly, please follow these steps.

1. Click on your Start menu
2. Right click on Computer
3. Left click on Properties
4. Click on Device Manager in the top left
5. When the Device Manager window opens select view at the top
6. Click 'Show hidden Devices'
7. Now look for the Imaging Devices category right near the top
8. Click on Imaging Devices or select the little (+) to the left of it, and this should drop down to show you what scanning or imaging devices your computer detects. Do you see your HP Officejet listed?

If yes, your computer is detecting your HP Scan driver successfully. Please continue with the troubleshooting below

If no, your computer is not loading  your HP Scan driver. Should this be the case, please do not proceed with the rest of the troubleshooting in this post at this time.

    9. Close the Device Manager.

Step 3: Check the WIA Service:

1. Click on your Start menu
2. In the 'search programs and files' box located right above Start type services.msc and hit enter on your keyboard
3. When the Services window opens scroll down until you see Windows Image Acquisition (WIA)
4. Click on Windows Image Acquisition once just to highlight it. In the top left hand corner you should see 'Stop' and 'Restart'. Please click on Restart.
5. If you only see 'Start' listed, that means that your Windows computer has stopped your Windows scanning service. This may be an operating system issue. Click on Start to verify if you get an errors.
6. Next, scroll down to Shell Hardware Detection. Click on this once to highlight it
7. Much like we did for WIA, just click on the Restart option for this service
8. If Start shows, select Start to verify if you get any errors. This also would be an operating system issue.

If the WIA and Shell Hardware Detection services restart (or start up) fine, than close the services window and attempt another scan through Paint.

Before I overwhelm you with a bunch of different steps for different scenarios, can I please have you respond with the result of your troubleshooting up to this point. From there, I will be able to provide you with additional steps. I look forward to hearing from you. Have a Happy New Year! 🙂

[Tyrell]

I am having similar problems scanning to the computer.  I followed all of the steps and was unable to restart the WIA.  I have been using the scanner successfully  in the past.  Several days ago I had trouble with my Microsoft Office and called support.  They ended up installing new software.  They also installed a new Windows 7 because the product key on my computer was not correct.  Things were working fine until I tried to scan some documents.

[X-23]

Hello @Tyrell,

Welcome to the HP Support Forums!

I'm sorry to hear that you are also experiencing scanning issuse with your HP Printer from your Windows 7 computer. Now you indicate in your post that you are unable to restart the WIA service. This is concerning as the WIA service is a service built into the operating system on your computer. It sounds like when you had Windows 7 reinstalled on your computer, due to product key issues, some services may not have been loaded or initiated properly so system issues are still occuring.

To see if you can fix WIA, can I please have you click here and run the Microsoft troubleshooter. Once the website opens select the Run Now button on the right. When the tool has completed downloading, please follow any onscreen steps to complete the Microsoft troubleshooter. Once the tool has completed please try to restart the WIA service again.

If you're still encountering errors, can I please have you:

1. Click on your Start menu
2. In the 'search programs and files' box located right above Start, type CMD
3. CMD will populate as a search result at the top, right click CMD and left click 'Run as Administrator'
4. When the Command Prompt window opens type sfc /scannow and hit enter
5. A scan will now run on your computer. This is a System File Checker. Should any issues with your operating system arise this scan will tell you. 

If a pop up shows up asking you to insert your windows disk, this indicates a significant Operating System corruption and your computer actually wants to reinstall Windows 7 again to correct this. Should this happen, I suggest that you speak to your Computer Manufacturer again and let them know what is going on with the WIA service issues and what occured when you ran a System File Checker Scan.

Please let me know if the steps I've provided resolve your WIA issue. Good luck! 🙂

[Tyrell]

After running the scan, it did not find any integrity violations.  No improvement yet. I was hopeful.  Do you have any other steps for me.  I appreciate your help.

[wardle84118]

Thank yo X-23 for your interest in my problem.  Sorry it took so long.  I was out for New's Years eve and day.  Here is the response to your recommendations.

• Scanner is greyed out in Paint application.
• Device Manager does show my scanner under Imaging Devices
• WIA and Shell Hardware detection were both started.  I restarted both.  Shell Hardware stated that WIA is restared whenever restarting Shell Hardware.  Both restarted just fine.  I then went back and started the Paint application again and scanner is still greyed out.

Thanks for these recommendations, but I am still stuck.  Please reply with any additional information that would be helpful.

[X-23]

Hello @wardle84118,

Thanks for getting back to me in regards to your scanning issue. I am happy to hear that the WIA and Shell Hardware Detection services are both responding perfectly on your computer. Now because you have no HP Officejet Pro 8615 e-All-in-One Printer listed under Imaging Devices in your Device Manager it is safe to say that your computer does not see your HP Scanner at all. Now I understand that you have already uninstalled and reinstalled in an attempt to fix this issue on your own, to no avail. At this time, I am going to run you through some steps to get this HP driver recognized properly.

Please disconnect your USB Cable before proceeding.

Step 1: Uninstall Drivers:

1. Click on your Start menu
2. Select All Programs
3. Select the HP folder
4. Select your HP Officejet
5. Select Uninstall

Please run through any onscreen instructions to complete the uninstall of your HP All-in-One.

Step 2: Run Microsoft Fix It:

I am going to have you download and Run the Microsoft Fix It Uninstaller Tool. Now, I realize that your software and drivers for your HP printer should be already uninstalled from our prior step. This Tool will just do one final scan of your computer to verify that every trace of your printer is gone. The Microsoft Tool will also check your computer Registry for any issues that may be causing the scanning driver issue.

Please click here. When the website opens select the 'Run Now' button on the right hand side. When the Microsoft Tool pops open, please just run the recommended fix. Also, when prompted choose that you need assistance with Uninstalling. Scroll through the list of programs that will pop up and look for your HP Officejet. Should the HP Officejet not be listed than our uninstall in the previous step went through successfully. Close this Tool and proceed to the next step.

Step 3: Clear Temp Files:

1. Click on your Start menu
2. In the 'search programs and files' box located right above Start after you click on it, type %temp% and hit enter on your keyboard
3. When the Temp folder opens, select Ctrl + A at the same time on your keyboard. Everything in this folder will now highlight.
4. Select the 'delete' button on your keyboard. The Temp folder contains temporary internet files. No actual files or folders on your computer will be affected by emptying the Temp folder. Should a file in the Temp folder still be used by a program on your computer, than you will automatically get the pop up to 'skip' the item.
5. Once the Temp folder is emptied, close the folder.
6. Right click on the Recycling Bin on your desktop and select 'Empty Recycling Bin'

Step 4: Msconfig:

A program that is running in the background on your computer may be conflicting with the HP Officejet scan drivers installing properly. To verify that this is not the case, can I please have you disable all the background programs running on your computer. This will just be temporary.

1. Click on your Start menu
2. In the 'search programs and files' box located right above Start type msconfig and hit enter on your keyboard
3. When the System Configuration Utility window opens, select Selective Startup
4. Uncheck Load Startup Items
5. Click on the services tab and check the box at the bottom for Hide All Microsoft Services
6. Select Disable All on the right hand side
7. Select Apply and OK
8. Allow the computer to reboot when prompted

Step 5: Reinstall Drivers:

1. When your computer has finished rebooting, please click here to download the appropriate drivers for your printer.
2. Select the Download button on the top left
3. When prompted, allow the download to Run
4. Follow any onscreen prompts to reinstall your printer
5. If you wish to use the USB Cable connection, do not plug the USB Cable in until the installation screen prompts you to.

Once the installation is complete, please try another test scan. If still a no go, can I have you check the Device Manager again to verify if any Imaging Devices show this time around.

Please let me know the result of this troubleshooting. Good luck! 🙂

[X-23]

Hello @Tyrell,

I understand that the System File Checker scan failed to find any system issues. This is good news. However, if you are still unable to restart, or start your WIA service on your Windows 7 computer than you are still experiencing a scanning service failure on your operating system. Below, I am going to run you through a few additional things to check.

Step 1: WIndows Updates:

Because WIA is built into your Operating System there is a chance that a Windows Update may resolve your issue. To verify that your system is up to date, please follow the steps below.

1. Open Windows Update by clicking the Start button . In the search box, type Update, and then, in the list of results, click Windows Update.

2. In the left pane, click Check for updates, and then wait while Windows looks for the latest updates for your computer.

3. If you see a message telling you that important updates are available, or telling you to review important updates, click the message to view and select the important updates to install.

4. In the list, click the important updates for more information. Select the check boxes for any updates that you want to install, and then click OK.

5. Click Install updates.

   Read and accept the license terms, and then click Finish if the update requires it.  If you're prompted for an administrator password or confirmation, type the password or provide confirmation.

Source: Install Windows updates in Windows 7

Once your Updates have been verified as all up to date, please try to scan again. Should the scan fail, please restart the WIA Service. Should Starting the WIA service also fail, can you please let me know if you get any specific error messages.

The last option would be to unlock the hidden system Administrator User Account and running a full install under that account. Should everything work fine, than we will know that your system issues lie with your User Account and not the actual Operating System itself. Before I walk you through the steps on how to unlock this special account I do want to verify what HP Printer you have as this thread was started on an HP Officejet Pro 8615 e-All-in-One Printer. What's my Model Number? Once I verify what model of printer you have, I can offer the additional steps.

I look forward to hearing from you. Good luck!

[wardle84118]

X-23.  Thank you for the further information.  However, you missed the fact that I CAN see my device under Imaging Devices.  Regardless, I went ahead and followed your steps and I still have a problem scanning.  Below is a recap, please review MSCONFIG instructions.

• Step 1 Uninstall Drivers - completed successful
• Step 2 Run Microsoft Fix it - completed successful
• Step 3 Clear Temp Files - completed successful
• Step 4 Msconfig - I did what was stated here.  However, when my computer rebooted, I no longer had access to the internet.  I had to reboot again with everything turned back on.
• Step 5 reinstall Drivers - completed successful.  Device shows under Imaging Devices.  Still cannot scan.  Paint still shows grey as well.

Any additional ideas are more than welcome!

[wardle84118]

My bad on the MSCONFIG.  I missed hidding Microsoft services and disabled everything.  I went back and followed the steps successfully.  However, I still cannot scan to computer and I DO see the device under Imaging Device but not able to use with Paint still either.  Any other ideas?