7740 Scan Problems

labnerd · ‎08-01-2021

Scanning is only randomly available. I have downloaded the driver (again), updated HP Smart, and tried the EWS page. The EWS page won't work because scanning has been disabled.

The printer is wireless and connected to the same network.

HP Smart lists the printer status as Unknown. Scanning is not available. Diagnosis sometimes claims it has fixed a problem and it can print a Test Page successfully. General printing works just fine.

Today Diagnosis says it can't complete a Spooler test so nothing happens with that.

I tried (again) to install the full app. It could not find the device, even though I gave it the IP address. I can ping the IP address. And the app said it could not complete because there was no internet connection (although I am using the internet for other things.)

Even though it said the last updates were installed, I tried to install a firmware update, but it could not find the printer.

Windows can find the printer and can print a test page.

I have checked the firewall and security software and allowed scan.exe.

It seems like almost everything associated with this printer is f****** up.

And this is a replacement for the original that I bought and had a document feeder issue. I am really regretting buying this unit. It seems like HP has just dropped the ball on too much of this - there was an imperfect design and just not enough testing to make it a product that is typical of the quality I (used to) expect from HP.

Do you have any new ideas? (I have rebooted and restarted both the computer and printer, multiple times.)

greenturtle · ‎08-02-2021

Hi,

Thanks for using the HP Support Community.

Can you download and install the HP FULL Solution Software for your operating system:
https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-officejet-pro-7740-wide-format-all-in-...

Once you have downloaded and installed the FULL feature software, you will be able to print and scan.

These resources will be useful:

https://www.youtube.com/watch?v=hwYwHsvr180

https://www.youtube.com/watch?v=4tolrYjXzcw

https://www.youtube.com/watch?v=iuKuKW3NPx4

https://www.youtube.com/playlist?list=PLUV0sXfF6zPjvGX7KpDjFfzRDv7_TDPG2

Hope that helps.

I am an HP Employee. Although I am speaking for myself and not for HP.
Click Helpful = Yes to say Thank You.
Question / Concern Answered, Click "Accept as Solution"

labnerd · ‎08-16-2021

I admire your confidence, and just to clarify - I have always been able to print; I have not had reliable ability to scan. So, I downloaded this same driver again and got the same errors (couldn't find printer without help, said I didn't have an internet connection, etc.).

I could scan from the Printer Assistant, which I assume is the "full driver" but HP Smart still can't get the printer status. Your software keeps asking me to download and run the same software all the time, but none of it works for this printer. I will try it again tomorrow to see if the capability is still there, but there is clearly something wrong with this printer/software combination. I guess you are happy that this workaround fixed the problem for, but shouldn't someone be concerned that there was a problem in the first place? Well-designed systems don't need "workarounds."

Dragon-Fur · ‎08-16-2021

@greenturtle

Greetings from the USA!

Apologies for jumping in unannounced.

@labnerd

If you would like to do so,

If you have not done so,

Add the following to your checklist...

Software / Application Version across Devices

Make sure all your devices (PC / Mac / Mobile) are using the latest version of HP Smart for that device.

Why? Because it made a difference in my network a while ago and I'm passing along the information.

Already done? Good. No further comment.

Connection - Band / Frequency - SSID named network

Printer supports the following connections:

Connectivity, Std

1 USB 2.0 with compatibility with USB 3.0 devices; 1 Host USB; 1 Ethernet; 1 Wireless 802.11b/g/n; 2 RJ-11 modem ports

Personal Opinion

When it's possible to use it, Ethernet provides a stable / less error-prone connection option.

If the router supports both 2.4GHz and 5GHz,

If the router supports the option,

If you have not already done so,

Create a separate named SSID network for each frequency.

Connect the printer to the SSID network you intend it to use.

Suggestion / Optional

While you are logged into the router,

Check the router logs to see if the router is aware of anything going on with the printer that you do not already know about.

Example - Dual Band Network

SSID_Dual_Band_Example_6

What else?

Yes, when the application does not work as expected, we recommend installing the Full Feature Software / full driver printer software. HP Smart does benefit from having the full driver installed. True, the benefit does not always extend to the network connection.

True, using HP Scan is not the same as using HP Smart - two different animals.

Our goal in the Community is to provide a means of helping you (whomever is asking for help) a means to continue working.

For example,

In addition to HP Scan, there are other scan software and options available.

None of them can fix HP Smart - some of the options are pretty usable.

We can provide a short list if you are interested...

One example:

HP Scan and Capture

Available from the Microsoft Store (formally Windows Store) - Requires Windows 8 or higher

Download-Save-Install HP Scan and Capture

Description

HP Scan and Capture is a simple and fun application that captures photos or documents from any* HP scanning device or your computer's built-in camera. These images can be previewed, edited, saved, and shared to other applications.

* NOTE: The correct HP drivers for your scanner must be installed from HP's Support Website.

Click Start (windows key) > Open the All Apps List > scroll the list

Open Category HP

Find and open the HP Scan and Capture application

Optional

Right-Click on the application and PIN to Start

=======================================================================

I do understand that "scan options" are not what you want in this case.

What else?

Your comments are welcome here as long as they adhere to our

HP Community Rules of Participation

That said, our Community does not have any influence over software and applications provided by HP.

There IS a way for you to let the HP Smart team know about your experience.

Please send constructive comments and feedback to the team using the Feedback setting in HP Smart.

Open HP Smart Windows > Click the Settings wheel

Send Feedback to the HP Smart team - Explain the issue, what you see, and what you want.

Sending Feedback does not change anything in the immediate sense - sending information helps the team understand your experience.

Example - HP Smart Windows > Main Menu

HP_Smart_W10_Main_Menu_2

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

Dragon-Fur

labnerd · ‎08-16-2021

I don't mind you jumping in. I am looking for any shred of help that will make this manageable. Right now I am frustrated with the whole process, as this printer was working fine for several months and now is only partly functional. It's not what I expected and I don't like to waste my time.

I digress. On to your comments.

I am updated on all products.

I am on wireless because the router has other things plugged into it. I do have a spot but was hesitant to use it. It may be the best option.

My router reports that the printer is on the 2.4 network. I have not found any logs but will keep looking. I have considered the dual SSID option, but I have multiple devices that will want to print to this device, including mobile ones. And then there are the external and backup drives and hubs that all would have to be moved to the one network. Kind of defeats the purpose of the dual band thing, and I worry performance would suffer.

Multiple solutions are wonderful, but makes me wonder about who is in charge of software organization. I have above average knowledge of computers and software, and if I am struggling with finding which of the four programs will work with which feature, I can imagine the average user is a bit lost.

I have indeed offered my comments on multiple occasions, but I would expect smart management teams to be requiring constant communication between software development and field-level experience. That is how problems get identified quickly and then solved. If HP no longer does that, then I am greatly disappointed. I know what they were like back when they made a lot more than just computers and printers. I have (now retired) friends who used to fly to CA to have meetings with both Hewlett and Packard about issues related to their line of scientific instruments. It was a different time then, but those principles of product development have not changed. Let's hope they get it figure out.

Dragon-Fur · ‎08-17-2021

@labnerd

Assuming the dual frequency router is configured correctly and is broadcasting on both 2.4GHz and 5GHz,

The router directs traffic between devices on the different band / frequencies.

You do not need to have all your devices on one frequency or the other.

I do not comment on internal policy - I don't work for HP - my opinions are not relevant.

If you are interested, more information is available here:

Wireless Center

Wireless printing center

Examples

Wireless Center > Section: Common Questions > Topic Connection Issues

Section: Improve Wireless communication by setting a manual (static) IP address

Wireless Center > Section: Common Questions > Topic Printer no longer works on network

Example Section: Mesh Networks

Reminder: If you are not using Wi-Fi Direct, make sure it is toggled OFF on the printer.

Wireless Printing Center > Common Questions > Wireless Connection Issues