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‎02-23-2018 10:22 AM

HP Recommended
Product: Officejet 4650
Operating System: Microsoft Windows 7 (64-bit)

Saving scans up to 300 dpi works. When trying to save 600 dpi an error message claims connection to the scanner is lost.

Uninstalling en reinstalling software doesn't work.

It used to work 2 weeks ago. Is there an issue since Windows updates?

1 ACCEPTED SOLUTION

Accepted Solutions

‎03-02-2018 02:18 PM - edited ‎03-02-2018 02:20 PM

HP Recommended

I thouroughly uninstalled the printer software and reinstalled it. The issue seems to have been solved now, after some Windows updates. I have the feeling the instability was caused by a Windows update.

View solution in original post

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11 REPLIES 11

‎02-24-2018 12:32 PM

HP Recommended

@GeertP0

 

Let me take a moment to thank you for posting on the HP Support Forums. 

I came across your post and would like to help. 

 

I understand that you have an HP OfficeJet 4650 All-in-One Printer and it is able to scan and save scans upto 300 dpi. When trying to save 600 dpi an error message claims a connection to the scanner is lost. You've done a remarkable job performing the steps. 

 

I recommend you to update the firmware of your printer. The firmware update can be downloaded and installed via this link. The printer needs to be restarted after the firmware is successfully installed.

 

Now, you may try to scan and save in 600 dpi and check the results. In case the problem persists then you may assign a manual IP address to the printer. The following steps will help:

  • Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.

    • Type the IP address on your web browser to obtain the printer EWS page on your computer.

    • Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.

    • Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)

    • Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.

    • Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

I sincerely hope this fixes the issue. Feel free to let me know how it goes. 

 

All the best! 🙂

 

 

 

 

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‎02-25-2018 01:43 AM

HP Recommended

This didn't solve the problem. Sorry.

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‎02-25-2018 01:48 AM

HP Recommended

The problem persists. Saving 300 dpi works, but trying to save 600 dpi results in an error message ('no connection').

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‎02-25-2018 10:45 AM

HP Recommended

@GeertP0

 

Thank you for replying with the results. I truly appreciate your efforts and your patience.

 

I suggest you to download and run the firmware update for your HP printer via this link.

 

In case, the issue persists after the firmware update, I suggest you to reset the printer. Resetting the printer will restore the printer to its original factory condition. The network connection might get disconnected after the reset and you will need to reconfigure it again. 

 

A private message has been sent to the reset steps.

 

Hope this helps. Cheers! 

 

 

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‎02-25-2018 11:52 AM

HP Recommended

Still the same error message.

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‎02-25-2018 01:05 PM

HP Recommended

Also the following: InstantInk cannot connect to the printer and Print and Scan Doctor keeps communicating with the printer for ages without result.

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‎02-25-2018 02:18 PM

HP Recommended

@GeertP0

 

Thank you for replying with the results.

 

The evidence points towards an internal failure in the printer. I suggest you to reach out our HP phone support team to explore the available service options for your HP printer. 

 

Hope this works out. Let me know if you have any further questions. 

 

All the best! 🙂

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‎02-26-2018 12:33 AM

HP Recommended

Your phone service team can only be reached after paying. That is rediculous.

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‎02-26-2018 07:51 AM

HP Recommended

@GeertP0

 

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options, if any.  You should be contacted within 4 business days (Excluding holidays & Weekends).  

Response times may vary by region. Please send a Private Message, if you aren’t contacted within 4-5 business days.

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