print and scan doctor

[HermPack]

my printer HP DJ3070 B611a just stopped connecting to my home network. Windows (7/64) Help didn't resolve, so turned to HP Print and Scan Doctor. Downloaded software upgrade, which gave (after downloading, installing, time consuming) gave an install error which was not explained. Somewhere on this site I found out I had to uninstall the old software before installing upgrades. 1st question: why can't P&S Doctor do that itself before upgrading? Lots of programs can, and do. Or at least: tell me to do so.

After I found out I followed instructions (extremely many steps and options) on removing the old software, all software called HP..., but it didn't work. Time and again I tried to install the upgrade, but no. Time consuming, because P&S Doctor (>50Mb) checks, downloads and tries to install again, although it already did before. 2nd question: Why doesn't it recognize the download/upgrade is already there?

Result is no connection with my home netword. After connecting with cable my laptop seems to recognize the printer again, although it doesn't show in the Printers screen in Windows. And for printing only, but not for scanning.

3rd question: if for printing connection is ok, what can be wrong with scanning (and why isn't this the same connection)?

So beware before using the Doctor: he doesn't help, and doesn't explain, or for me doesn't make clear what he wants me to do or where exactly to look for.

It not my first experience with HP software problems, stable is only support and updates: far below average. Disappointing for a leading software company.

[RnRMusicMan]

Hi @HermPack,

Welcome to the HP Forums!

I noticed that you are having some trouble with connecting and scanning with your HP Deskjet 3070 printer, on Microsoft Windows 7. And, I am happy to help! 

First, to answer your questions: 

1st question: why can't P&S Doctor do that itself before upgrading? - (That is a very good question, as I am not a computer programmer, and that I did not create the software. That is too hard of a question to answer.)

2nd question: Why doesn't it recognize the download/upgrade is already there? - (This could possibly be related to your connection issue. If the printer is not fully connected then the HP Print & Scan Doctor could have some issues with detecting what software is installed.)

3rd question: if for printing connection is ok, what can be wrong with scanning (and why isn't this the same connection)? - (The scanning functionality uses different protocols than printing. Depending on what software is installed, it could be the WIA protocol, or the TWAIN protocol.) 

Some questions for you: 

1. To verify that your printer's scanning hardware is fully functional, are you able to make copies using the printer's scanner glass? 
2. Do you see any error messages, directly on the printer's display screen? 
3. When scanning, and you lift the lid of the printer, do you see a light come on, and the scanner bar move? 

In the meantime, please take a look through the following guides: 

1. 'Printer is offline' and Does Not Print (Windows 7).
2. Printer Does Not Maintain Wireless Connection.
3. A 'No Computer Detected' or 'Connection Error' Message Displays during Scanning.

Hope these guides, and information is helpful, and thank you for posting! 

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[HermPack]

hi RnRMusicMan,

thanks for reaction & suggestions. I'll first answer your questions.

1. To verify that your printer's scanning hardware is fully functional, are you able to make copies using the printer's scanner glass? 
2. Do you see any error messages, directly on the printer's display screen? 
3. When scanning, and you lift the lid of the printer, do you see a light come on, and the scanner bar move? 

My answers:

1. Didn't try that, but I did connect my laptop with USB cable to the printer. After the small and quick 'updating software'  message it did scan. But still not wireless.

2. No. Not surprising, because the software doesn't find the scan-function of the printer. The problem must be in the upgraded software (thanks to Print and Scan Doctor who told me to upgrade). I have the Scan icon in my task bar, but after upgrading I get a window saying 'Deskjet 3070 not found'.

I ran P&S Doctor several times (which is again suggested after your link to 'No computer detected', what imo should read as 'No printer detected'), each time it downloaded and reinstalled the software again. Each time it ends with a window saying 'Installation completed' in the top bar, 'Installation failed' in the message field. But no clue what failed and how to fix it. I got a document on my Desk screen 'HP installation failure. Upgrade failed' (my translation from Dutch) with instructions to fix it, but this also refers to P&S Doctor as a saviour. I'm reluctant to try it again, because it keeps repeating itself, it takes a lot of time, and doesn't resolve the issue.

Btw: there's quite some tech talk in this document. I do my best to keep up and understand tech talk, but I'm not sure I always do. Hp should frase this more understandable for ordinary users, I would suggest.

Btw2: there also is a button in this document to open the list of installed programmes. But this fails on some script that's not working. 'Not working?' link right under it doesn't react either.  

Only wireless scanning fails, as far as I have tried. Wireless printing works. Thanks for explaining the difference , but is there a way to restore whatever protocol is needed?

3. Obviously the printer can do what it's supposed to do.

But not wireless. And the Print and Scan Doctor doesn't help solving the problem. I hope I made clear what bothers me about this lousy help. 

Regards!

[HermPack]

in addition to the last reaction: in the Customer Support using P&S Doctor after failed upgrade a 'Test Scan' is suggested. Supposing I opened P&S Doctor I opened HP Support Assistant (in my list of programmes P&S is invisible) that again shows the message to upgrade the software (>50Mb). Makes sense presuming installation failed, but I really did download it several times now, and tried to install. 

Anyway: what's the software name of P&S Doctor, because it doesn't show in the HP programs I have. 

[RnRMusicMan · Accepted solution]

Hi HermPack,

Thank you for your responses!

The software name of the P&S Doctor, I believe is HPPSdr.exe. In the meantime, to continue troubleshooting, please try the following steps in this order:  

• Uninstall the software. Uninstalling the Printer Software.
• Clean boot the computer. How to perform a clean boot in Windows.
• Disable any Antivirus programs. Disable Antivirus software.
• Disable any firewall programs. Turn Windows Firewall on or off.
• Create a new user account. Managing User Accounts and Logins (Windows 7).
• Reinstall using the HP Printer Install Wizard for Windows.

Then run the HP Print and Scan Doctor, one more time to verify everything is working.

Hope these steps are helpful! 

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[HermPack]

hi RnRMusicman,

thanks a lot! I followed almost all your steps, except the creation of a new user account.

It took a couple of hours, but after that my printer did what I wanted, even wireless, again 🙂

The hours passed because a lot of steps each took their time to be completed, so anyone who wants to solve this problem along these steps, should reserve some time to complete it. Ofcourse depending on the speed of your computer, but anyway steps take time: deleting old software took some minutes, restart to implement it, deleting all files/connections where the printer was registered, downloading the upgrade (in my case again: I couldn't find previous downloads, as HP doesn't use my default download folder and doesn't tell where it goes). Installing the upgrade alone seemed to last endlessly, at least an hour. Restart again, reconnect the printer. 

And as a non tech I had to check, understand and execute the 'how to' in de support pages. Like stopping Firewall and Anti Virus. Which makes me nervous, so I end all other programs, especcially browsers and mailservices. Each of those consisting of even more steps.

I really think HP could help by improving upgrades with some automatic steps. 

Thanks again for now!

HermPack

[misquick]

HP has a long road to hoe to catch up to basic 101 upgrading of software. Print and scan doctor upgrade does not even recognize that SCAN exists....I have worked with this HP group for now over 4 years and my experience is wasteful time!

This specific upgrade seemes to have removed the ability to solve thrie scan connection problems, The connection between computer and scanner continues to be lost multiple time per day. EVERTHING possible has been done to determine the issue and the result continues to be the HP software has a flaw....

I relally thought I hit pay dirt with a NEW UPGRADE today only to find out Print and Scan Doctor does not even aaddress the SCAN issues, Now I can not return to the doctor to reconnect my scan!!!