Another HP Envy that won't scan

[PeterCaulf]

I have been using my AIO printer for some months without issue...until today. I attempted to do a scan but the printer told me there was no computer found. (I can copy and print as normal). It said to open the HP printer software and  select "Scanner Actions," but when I click on the HP Envy app it opens an installer. I used it to search for my printer, which it failed to find, so I attempted to install it from new. I clicked on USB connection but it doesn't recognise that my printer is connected. I installed the software anyway, but it made no difference.

I used the print and scan doctor and downloaded new drivers, but it could not resolve the issue and directed me to the support pages.

I followed all the steps suggested by the pages,  including uninstalling and reinstalling the software, but still the scanner is still not recognised. I tried to use the AIO remote app, but it will not connect direct and even claims the generic password of 12345678 is incorrect. 

Print and copy still work fine.

Any suggestions please?

[Dvortex]

Hello, @PeterCaulf – Hope you are well 🙂

May the Forums be with you!  It is a great place to find the help you need, from other users, HP experts, and other support personnel!

Going through your post, I see that you are having issues while scanning using the HP Envy printer. Appreciate all your efforts!

Let's try the steps below to try and fix the issue:

• First, unplug the USB cable from the printer if present.
• Go to Control Panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.
• Now go to Control Panel – Devices and Printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Now click http://ftp.hp.com/pub/softlib/software13/COL61222/mp-147801-1/EN4520_Basicx64_1122.exe to download and install the software.
• Connect the USB cable if prompted and follow the onscreen instructions to complete the installation.
• Restart the printer and the PC and then try scanning.
   

If the issue persists, I’d suggest using the HP Smart. Go to https://www.hpsmart.com/us/en to download and install the HP Smart app on your PC.

Let me know if that helps!

Good luck 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[PeterCaulf]

Thank you Vortex, I will try those suggestions soon and let you know how it went.

[MKazi]

@PeterCaulf

You're welcome. 🙂

As @Dvortex is out of the office, I'm replying to you. 

Please feel free to reply. Take care! 

[PeterCaulf]

I hope to try your solution this weekend. many thanks

[Ponderosabarb]

I solved this problem by changing the HP Envy PIN associated with my email. I could not remember my PIN, but the Envy let me select a new one anyway (!), and  Scan started working again. I didn’t unplug, or de-install at all.