Can't save scans to desktop.

[Patrick13500]

I am using an HP OfficeJet Pro 9125e all-in-one device. Desktop (Surface Pro) runs Windows 11. I was able to save scans to computer in PDF format until the last two months, now it won't save (or even print) scans. HP warranty support vanished at the same time that their product became useless, and the company is in DGAF mode. Any help would be appreciated.

[Garp_senchau]

@Patrick13500, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

If you're experiencing trouble saving or printing scans on your HP OfficeJet Pro 9125e, follow these steps to diagnose and fix the problem:

1. Verify Connections

• Ensure that your printer is properly connected to your Surface Pro.
• If using a wireless connection, check that both devices are on the same network.
• For USB connections, confirm that the cable is secured and functioning.

2. Restart Devices

• Restart both the HP OfficeJet Pro 9125e and your Surface Pro.
• This can resolve temporary glitches affecting printer functionalities.

3. Update Software and Drivers

• Visit HP Support to check for software updates or new drivers for your HP OfficeJet Pro 9125e.
• Ensure that your HP Smart app is updated if you use it for scanning.

4. Check Scan Settings

• Open the HP Smart app and double-check your scan settings to confirm the correct file type and destination.
• Make sure the PDF option is selected if that is your preferred format.

5. Run HP Smart:

• Download and run the HP Smart. Follow the prompts to diagnose and fix common printing issues.
• Refer: Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS) | HP® Support

6. Reinstall Printer Software

• If the problem persists, uninstall the current printer software and then reinstall it from the HP website.
• Ensure the setup process is complete for scanning functionality.

7. Check for Windows Updates

• Ensure that your Surface Pro is running the latest version of Windows 11, as updates can include important security patches and system enhancements.

8. Firewall or Antivirus Settings

• Occasionally, firewall or antivirus settings can block scanning operations. Temporarily disable these features to see if they are the cause of your scanning issues.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,

[Patrick13500]

Thanks for your detailed reply. I had already performed all of those steps without resolving the problem. I am extremely disappointed in HP. I purchased the OfficeJet Pro 9125e a little more than a year ago, and now one of its two major roles has been disabled by poor support. Do they expect me to buy another HP product so I can scan documents? A company with a sense of pride would actually resolve this issue or provide a functional replacement unit. 

[Garp_senchau]

Hey @Patrick13500,

Thank you for your response

I’m really sorry you’re dealing with this issue, and I understand how frustrating it must be. As an HP employee, I want to make sure you get the support you need.

  

This needs one-on-one interaction. 

Hence, I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

Regards,