All in one suddenly won't scan anymore

[Mar7]

Device does not scan any more from pc. Changed usb cable. No effect. Updated firmware. No effect. Updated software. Still no effect. Program starts but unable to scan. Printing test page without problem. Windows 7 HP scan doctor 5.0 doesnot list this device on pc so unable to run. Touch screen on HP Printer device does not work anymore so unable to connect from there. Other users no problems so far. What else can I try to make my HP all-in-one Photosmart 5510 scan again? Thank you for yr support

[The_Fossette]

Hi @Mar7

Welcome to the HP Forums!

I appreciate you taking the time to share your concern and thank you for using this forum, it is a great place to find answers.

I reviewed your post and I understand that you are unable to scan from your printer.

I’d love to help!

Follow the steps in the below article and check if it helps.

http://hp.care/2isbF9l

NOTE: Ignore the steps which you have already performed

Let me know how it goes and you have a good day ahead.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care!

Cheers!

[Mar7]

Thank you for your kind and rapid reaction. I skipped all the steps I'd already done before and started with the WIA. It appears this local service is not present. Therefore I cannot stop it or restart it either (next step in yr manual)

I could look on the internet to see if I can find and download it somewhere, however, if this missing driver is to blame, this does not explain why the scanner worked properly before. (Unless this has to do with cleaning tools as I did install Tune Up utilities)

[The_Fossette]

Hi @Mar7

Thank you for posting back.

I recommend you to follow uninstall the printer software and drivers completely from the computer and restart it.

Download and install the software again from the below link.

http://hp.care/2f4ysIU

Let me know how it goes.

Good Luck!

[Mar7]

Thank you The_Fossette for your instructions. I uninstalled all HP software and components on my pc. Restarted it. Turned off printer. Re-installed the software through yr link, restarted and reconnected printer. At first only the Solution Framework software would install and not the HP Assistant software. What I noticed was, that it was in Dutch this time instead of in English. Don't know why that is.

So I installed without the Assistant software after which there was a message that installation completed succesfully. And it all was back in English

Yet, still the same situation: scanning impossible from my pc. So, I returned to yr previous mail to restart the other steps as well: changed USB cable, changed USB port, ran Scan Docter (that again didnot list my HP printer) so could not finish this tool. Again no WIA, but in the meantime I learned from the Microsoft page that this is no problem with my type of printer.

I restarted and changed the installation of the software and added network printing. Now, from the Printer Assistant Dialog I get is a bit different, there's more options. I can go to my browser and open the Printer's EWS. From here I can start scanning. So, at least now I can scan through the network instead of through my USB cable.

Hope a solution will be found at a certain point why my pc does not see my HP device through USB because network signal is poor here. But for now at least something is better than nothing.

Information that might be useful:

1) I donot use Windows 8 but still watched yr video that explains using Paint for scanning. In my Paint program the scanning option is not highlighted. 

2) Scan doctor 5.0 software doesnot list my HP device, but HP Assistant software did confirm connection by USB. Removing USB cable also plays a sound. 

3)When starting up the printer software assistant it starts 'retrieving informations' and opens the dialog. It just does not respond to double clicking the scanner option.  I donot get any error messages. 

Have a nice evening

[The_Fossette]

Hi @Mar7

Thank you for posting back.

I recommend you to contact phone support to further diagnose the issue.

Follow below steps to contact phone support.

Step 1. Open link:  www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on HP contact options - click on Get phone number

Take care.

Cheers!

[Mar7 · Accepted solution]

Hi The_Fossette

Best wishes for the New Year.

Before entering this forum I already tried to directly contact support. Over 15 minutes I was redirected from one page to another within the HP website, filled in several forms, to finally get a message that support was not possible as my HP device warranty has expired and that my only option was either to pay 40 Euros for further support or to go to the forum to leave my question, and so that latter option was what I did.

Anyway, thank you for your effort. At least I can scan now via my wifi connection and I will dive into the usb connection matter as soon as I find the time for it. 

Cheers!

[MKazi]

@Mar7

Happy New Year to you too! 🙂 You are welcome. 

May I know your country of residence and I will try to get you to contact details of HP phone support. 

Cheers! 🙂

[Mar7]

Thank you for your offer. However, that won't be necessary. I will find a solution to the problem as soon as I can spare some time to take a closer look

Best regards

[ADI161]

Download and install:

Microsoft .NET Framework 4.6 (Offline Installer)

After installing this my hp scan work as new.  net framework 4.6 was missing from my PC.

microsoft.com/en-us/download/details.aspx?id=48137