Envy 7855 won't scan--keeps sending me to 123.hp.com to redownload drivers

[mussart]

We recently purchased an Envy 7855/.  Set it up, downloaded drivers.  It will work for a day or two and then suddenly when trying to scan it will post an error message saying Visit 123.HP.com to get the HP Smart app or other scanning software for your computer.  Annoying because 1. our last HP printer did not insist on this and 2. We have now visited that site and downloaded the app several times.  Any ideas why it keeps doing this?  

[DavidSMP]

@mussart,

Good Day.  Thank you reaching out to the HP community. I will be glad to assist you and let’s get right to it. Excellent description of the issue. It is amply appreciated.

• Was there any power outage or surge before this occurred?
• How is the printer connected? Is it a USB, wired or wireless connection?
• Did this occur after a recent software or windows update?
• Did you run HP print and scan doctor and check if it gets fixed?
• Does it make photocopies directly from the printer?

I will be providing a roadmap with some troubleshooting steps to resolve the issue. Let us try these steps:

• Perform a hard reset on the printer from this link: https://support.hp.com/in-en/product/hp-ink-tank-wireless-410-series/16180953/model/16180954/documen...  perform steps from the section “Step 1: Reset the printer
• Then update the printer’s firmware by following instructions from this link: https://support.hp.com/bg-en/document/c02919168
• Use a USB cable to update the printer’s firmware.

Then uninstall and reinstall the printer software at the root level by following these steps:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, in control panel and select any printer listed there and you will get some options on the top. 
• Click on print server properties. 
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again. 

Then download the latest full feature driver from https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-envy-photo-7800-all-in-one-printer-ser...  and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should fix the issue.

You can use HP SmartApp to print and scan also. Please check this link: https://support.hp.com/ie-en/document/c04675142  on how to use SmartAppp with relevant FAQs.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[janecalle]

I have the same problem with a new Envy 7855 but I am on a Mac, wireless set up.  Printer works fine but can't scan.  Get the message to download software at 123.hp.   Software was already downloaded at set up for printer.  Just the scan doesn't work . Have spent hours trying to get answers from HP with no help . (Those "virtual technicians" are the worst.  Someone needs to update their robot software).   Perhaps I just need to return the unit?  Need the scanner for business so rather important.

[Kumar0307]

@janecalle, Welcome to the HP Support Community!

Apologies for the inconvenience caused. I will be glad to assist you with this issue.

Which version of macOS are you using?

Let us try these steps:

Update the printer firmware

Click here to know different methods of updating printer firmware.

Also, check for any software updates on MAC

Click here to know how.

Scan with HP Easy Scan

NOTE: macOS Catalina (10.15) currently does not support HP Easy Scan. Scan using another scan option, such as Apple Image Capture.

Refer to this document for more info on how to scan from a MAC.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!