HP3520 printing works but does not scan

[brianbcb1]

Using a USB cable between laptop/printer, the scanning function does not work but printing does. Error is 'Scanning communication cannot be established'.  Ran the HP Print & Scan Doctor 5.1 and after doing all it instructed, received error message "This tool is unable to solve the problem even after a restart" and refers me back to HP Customer Care to try and resolve the issue. Can anybody assist please? Thanks in advance.

Update to my issue. I have now setup the printer on my network successfully but I get the exact same error message i.e.

'Scanning communication cannot be established' when trying to scan a document. Any help is appreciated.

[Betty0610]

@brianbcb1

Welcome to the HP Support Community.

Are you able to make a copy?

Windows Image Acquisition (WIA) is a Windows service that helps communication between the computer and scanners. If WIA is not activated, scan jobs can fail.

1. In Windows, search for and open View local services.

2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).

3. Look at the Status and Startup Type values.

   • If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. Skip to the next step.

     

   • If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

     If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[brianbcb1]

Thank you for your reply and I can confirm WIA is configured to start automatically as are RPC, SHD, RPC Mapper and  DCOM Server Process Launcher; all are up and running correctly.

I tried the ‘copy’ function from the printer’s control panel, but although it states it is “Copying 1/1” nothing is actually happening!

It has been displaying this for the last 20 minutes, so it looks as if the program has “hung”. 

Can you suggest anything else I can try? 

Thanks in advance.

[Betty0610]

@brianbcb1

Reset the printer to clear certain error states by calibrating the scanner mechanism, and then check the power source to confirm the printer is getting enough power to operate the scanner.

1. Press the Power button to turn on the printer, if it is not already on.

2. With the printer turned on, disconnect the power cord from the printer.

3. Disconnect the power cord from the power source, and then wait 30 seconds.

4. If you previously connected the power cord to a power strip or multi-plug outlet adapter, reconnect the cord directly to a wall outlet to ensure the printer is getting enough power.

5. Reconnect the power cord to the rear of the printer, and then turn on the printer.

   • If the error no longer displays, make a test copy to confirm the issue is resolved.

   • If the error still displays, connect the printer power cord to a different wall outlet to determine if the original outlet is causing the issue.

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

[brianbcb1]

Thanks for your post and instructions, I appreciate you taking an interest in my problem.

Regretably, after doing all that you suggested, the problem still exists. When I entered the product number when trying to download the driver from the HP driver site, it came up with 3 products as follows;

1) HP Deskjet Ink Advantage 3520 e-all-in-one-printer-series

2) HP Deskjet 3520 e-all-in-one-printer series

3) HP Pro all-in-one 3520 PC

As my Printer Status Report states that my printer is a "HP Deskjet 3520 e-all-in-one-printer series", I selected the second driver in the list, above. I hope this was the correct driver I downloaded. Can you confirm please?

When I tried to install web services on the printer, the printer display gave the error "The printer could not connect to the internet. Please check internet connection". I re-tried this 3 times and got the same error message. I should say that my laptop, printer and wireless hub are in close proximity to each other i.e. within about 10 feet of each other.

I also checked the printer in Devices and Printers and it is set as the default.

I'm running out of hope on this problem unless you can give me something else to try please? Thanks in advance

[Betty0610]

@brianbcb1

Yes, that is the right Printer name you selected. The message regarding the web services should not come up since you're not trying to set that up at the moment.

Aren't you able to install the software and get it connected to your Printer?

Also, check the scanner bar functionality

Perform a visual test of the scanner bar and light for mechanical issues.

1. Remove any original documents or photos from the scanner glass.

2. Lift the scanner lid slightly, and then press the Copy button or icon.

   If the scanner light does not move or illuminate, the scanner mechanism requires servicing. 

Let me know 🙂

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

[brianbcb1]

Hi,

I tried what you suggested but in a previous post I mentioned that the copy function 'hangs' and that is still happening, so while I can physically check by lifting the casing, as soon as I press to initiate a 'copy', nothing happens. Certainly, no light comes on.

I also ran the HP Print and Scan Doctor utility again to try and diagnose the problem with scanning, and I still receive the 'scan driver is unable to communicate with the product', error message. Further up the page it says "driver error"  and the 'Driver Check' box is highlighted in red with an 'X'. The previous checkpoint 'Device Manager' is highligted in green with an 'X'.

If all this points to a physical problem with the scanning mechanism, then I will have to consider getting itfixed or replacing

it altogether with a newer printer/scanner.

If you still believe it may be a software issue please let me know. In the meantime may I thank you for taking time to answer all my posts. Kind Regards

[A4Apollo]

Hi @brianbcb1, I am the Mr.Robot. It looks like you were interacting with @Betty0610, but she is out of the office today, so I'll take over from here.

Kudos to you on trying out all the steps recommended previously. 

Try updating the printer firmware and check if it helps. Click Here

If the issue still persists after trying out the steps. It is a hardware issue with the printer.

Please contact HP support for service options. Click Here

Have a pleasant day ahead!

Take Care! 🙂