Error when Install HP Scan on printer CM1312

[SergioMHM]

Hi,

I have a new computer with Windows 11, and I have installed the drivers for the CM1312 printer (for Windows 11), but the software does not install correctly for scanning as in previous versions. It is the HP Scan software, to be able to perform the scanning actions, but when I install this software I get an error message that the printer is not detected (the printer is connected by Ethernet) and it does respond to ping, and I can also print documents without problems. The problem is that I can't install the HP Scan software to be able to scan documents (conectivity error message). Any idea how to install HP Scan without connectivity errors?
Thanks in advance and best regards.

[Sneha_01]

Hi @SergioMHM 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're having trouble installing the HP Scan software for your HP Color LaserJet CM1312 MFP printer on a Windows 11 system. Even though the printer can print fine via Ethernet and responds to pings, the scanning software isn't detecting it.

This is a relatively common issue, and it could be due to several factors like network settings, outdated drivers, or missing software components. Let’s go through some troubleshooting steps to help you resolve this issue and get HP Scan working.

1. Verify Printer Connectivity

Even though the printer responds to pings and prints correctly, you should ensure that it's still properly connected for scanning via Ethernet. Double-check the following:

• Make sure both your printer and computer are on the same network.
• If your computer has multiple network interfaces (e.g., wired Ethernet and Wi-Fi), ensure that your PC is connected to the same network as the printer.
• Confirm that you can access the printer's web interface:
  • Open a web browser and enter the printer’s IP address (e.g., http://192.168.x.x).
  • If the printer’s web page loads, the printer is indeed connected properly to the network.

2. Install the Correct Drivers

The HP Scan software requires the correct printer drivers and scan drivers to be installed. If the drivers for your CM1312 are not installed or are outdated, it could lead to connectivity issues with scanning.

1. Uninstall any existing HP drivers that might be causing conflicts:
   • Open Settings > Apps > Installed Apps.
   • Search for any HP drivers and uninstall them.
2. Download the latest drivers from the HP website for your CM1312:
   • Go to the HP Support website: HP Support CM1312 Drivers.
   • Search for your HP CM1312 printer model.
   • Download and install the latest drivers for Windows 11.
3. After installation, restart your PC to make sure all components are properly loaded.

3. Install HP Scan Software Manually

Once you’ve verified the printer drivers are installed, you can try installing the HP Scan software separately:

1. Go to HP Support and search for the HP Scan software.
2. Download the HP Scan installer from the official website. It should be included in the HP Easy Start or HP Smart software package.
3. If HP Scan isn't available separately, the software should be included in the HP Printer Software installation package for your printer.
4. When prompted during installation, make sure to select the correct network connection (Ethernet in your case).

• During installation, if the software asks you to select a connection type, choose Network (Ethernet).
• If the software doesn't detect the printer automatically, make sure the printer is powered on and connected via Ethernet.

4. Check Windows Firewall and Antivirus

Sometimes, Windows Firewall or your antivirus software may block the communication between the computer and the printer.

1. Temporarily disable the Windows Firewall and any third-party antivirus or firewall software on your computer.
2. Try reinstalling or running the HP Scan software again.
3. If the installation works, you may need to add exceptions for the printer and HP software in your firewall/antivirus settings.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[SergioMH]

Hi Rachel,

Thank you so much for your support. I will verify the printer connectivity, but I think is correct. And I will check the antivirus. The drivers were deleted and installed from scratch for Windows 11. 

I will give you my feedback asap.

But my question is, if the printer connectivity it is ok, disable the antivirus and I have the same problem.....do you have any idea aout how solve this problem?

Best regards.

Sergio Martín

[SergioMH]

Hi @Rachel571,

I followed your instructions step by step, and everything is correct, the printer is on the same network, because I can see the interface from the browser, I have uninstalled all the drivers, downloaded everything again with the correct versions. And when I try to install to  install HP scan software, the system is not able to recognise the device, a window appears to indicate the host or IP address, but nothing, it doesn't recognise it (I type the values manually, but the device is not available). I also deactivated the antivirus and firewall but same result, it doesn't recognise the printer. Do you have any idea how to solve the problem? the only thing I can think of is to connect the printer by USB cable.

Thank you in advance and best regards.

Sergio Martín