Can not scan

[jrahockey51]

I am trying to scan a picture, it will not scan, I can print allright, just not scan

[sandytechy20]

@jrahockey51

Welcome to the HP Forums, this is a great location to get assistance! I read your post and see that you are unable to scan. I would like to help you resolve this issue. 

However, I will need a few details to provide an accurate solution,

• Are you able to make a copy from the printer?
• Open the scanner lid, initiate scanning and check if the scanner light is lit up and moving across the scanner glass?
• Are you getting any error message?

Meanwhile

Perform a power reset

1. Turn on the printer, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Wait at least 30 seconds.
5. Reconnect the power cord to the rear of the printer.
6. Turn on the printer.

Reply with the result of the above-mentioned steps, for further assistance.

Cheers.

[jrahockey51]

Hi first thank you for trying to help. I am getting about 3 different error's either it says can not conect to computer, or can not conect with device ( thinking it means printer) and a few times getting error scanner being used some where. I am not too computer savy, so bear with me, I only have 1 computer, not on any kind of network, I do not think. I have NO wireless conection any where, only my wireless mouse. my printer works OK, just will not scan, it is only about 7 month old, and stopped at Staples where I bought it, they told me too bring it in they will look at it. So I can not try powering down like you mentioned. I have tried several things that I was told by online sugestions. Have turned priner and computer power off several times with no luck. I use the printer not a lot, but do use it every week or so, as for the scanner have not used it this year yet, but I have used it since I got this printer, I can tell you, it all started yesterday when I tried to scan a picture, it went through all the steps it has gone through when it worked, but after hitting the scan button, my printer screen came on and started a bar graph and said it was scanning, but after about 5 minutes it was still saying scanning, so I cancelled the job closed the pribter box, and when I tried t oscan again that is when it strted to not work. I hope I have explained it in a mnner you can understand what I have done. will let you know what I hear from Staples. OH YA, I tried using a different cable to plug into the USB port on my computer, also treied 2 other USB ports that were working Ok. 

[sandytechy20]

@jrahockey51

Thanks for the reply.

I appreciate your time and effort.

If you have connected this printer to a windows computer, follow the below steps to fix this issue:

Run the Print and Scan Doctor

HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing problems. Download and run HP Print and Scan Doctor to quickly and automatically perform several troubleshooting tasks known to resolve this issue. When this link is clicked, HP Print and Scan Doctor is downloaded using your Internet browser's download capabilities.

After the Print and Scan Doctor opens, click Fix Scanning to review a list of issues and fixes.

1. In the Print and Scan Doctor results screen, view the list of actionable results.

   • If you see white checkmarks, the printer passed the tests.

   • If you see a white wrench, Print and Scan Doctor found an issue and repaired it.

   • If you see yellow exclamation points, the test failed and required user action, but the step was skipped.

   • If you see a red X, follow the on-screen instructions to resolve the issue.

2. Click Test Scan or Skip.

   • If you click Test Scan, the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.

   • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.

Uninstall the printer software

Resolve scan connection issues by uninstalling the printer software before reinstalling the latest driver.

Do not disconnect the printer from the network when uninstalling the software.

1. Search Windows for uninstall a program, and then click the Uninstall a program Control Panel setting in the list of results.

2. In the list of installed programs, click your HP printer name, and then click Uninstall or Yes to confirm the uninstall.

3. Follow the on-screen instructions to complete the software removal.

4. Restart the computer.

Reinstall the HP software

1. Turn on the printer.

2. If your printer is connected to the computer with a USB cable, disconnect the cable from the printer.

3. Go to HP Customer Support - Software and Driver Downloads.

4. If prompted, select a method to identify your printer model, and then follow the on-screen instructions to go to the download page.

5. Click Download next to the full feature driver.

6. Use the HP Download and Install Assistant for a guided driver download and installation, or select Download only to manually open or run the driver file through your Internet browser’s download tools.

7. During the installation, select the Typical or Recommended type of installation when prompted by the software installer. If you choose a Minimum installation, read the description of each software component carefully to avoid unintended loss of printer functionality.

You can also refer this HP Document for more steps: https://hp.care/2suxeuE

Keep me posted,

Cheers.

[jrahockey51]

Hi Sandy, thank you again, but if I remember correctly, I did try to run that, but it failed to resolve my problem. I am still waiting to hear from staples where I bought it, and they told me to bring it in, since it is only 7 month old. I have a question or 2 for you, since I am not too computer savy yet, by uninstalling the soft ware and reinstalling, is that what is on the CD or DVD I got with the printer. when you say down load the driver, after I have uninstalled my soft ware, after down loading the driver, when  or do I have to reinstall the software again from my CD or DVD, I am very  appreciative of all the time you have spent so far. I will let you know when I get it back thank you again  

[sandytechy20]

@jrahockey51

Thanks for the reply.

I appreciate your time and effort.

You can install the driver from the CD which you got or from the HP support website as mentioned in the above post.

Yes, you can check with the staples and keep me posted.

Cheers.

[jrahockey51]

Hi Sandy, I will do that, to be really honest, I installed the printer with the CD, myself, but really do not remember if it was hard or simpe to me. Like I said it worked great at the beginning, and also like I mentioned, the scanner is not something I use a lot of, unlike the printer which I use every 1-2 weeks, I was going to try to uninstall and reinstall, but was afraid my printer might not work then., and that is something I really use a lot. Will keep you posted, as to my progress. 

[sandytechy20]

@jrahockey51

Thanks for the response.

Yes, you can check with them and keep me posted.

I will be more than glad to assist you if required.

Cheers.

[jrahockey51]

Hi Sandy, I recieved a refurbished HP ENVY 5540 printer,scanner and copy yesterday from Staples, all seems OK, i have printed and scanned with no problems.I would like to say, that even though you did not help me fix my problem, only because I had brought my printer in, and therefore had no way of trying your sugestions. I am confident, that if another problem arries, you will hopefully be there to give me some sugestions, just like you were this time. I am very happy with your effort to help me. TOM

[Jeet_singh · Accepted solution]

@jrahockey51,

It looks like you were interacting with @sandytechy20, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

I'm glad to hear you got the new printer up and running. If you need any assistance, please don't hesitate reach out to us again.

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.
And mark my post as Accepted Solution to help others find a similar solution as you have.

Take care now and do have a fabulous week ahead. 🙂
Regards,