Cannot scan to PC with HP Envy 5000

[BeanyOne]

I am attempting to scan documents from my HP Envy 5000 to my PC. They are both connected to the network and the diagnostic printouts confirm this from the printer. I have also been able to print within the last fifteen minutes.

Every time I attempt to scan from the printer, it states that either I need software from HP on the computer or that it otherwise can't connect to the PC. This always results in a "can't connect to scanner" popup also displaying on the PC after attempting to scan from printer.

If I try to initiate the scan from the PC, I get the same error message except the printer does not show an error message, only the main menu screen. Running the Print and Scan Doctor starts by saying there is updated software for the printer, but any time I try to install it, the printer reports it is up to date and cannot be selected. Skipping this step either results in a forced restart at random steps or a false positive completion, upon which the test scan fails with the same error message.

[TEJ1602 · Accepted solution]

@BeanyOne, Welcome to HP Support Community!

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates.

For more information, go to Updating or Upgrading Printer Firmware.

Disable the IPv6 on your printer and then assign a public DNS. Here are the steps:

•    Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to get the IP address.
•    Type the IP address on your web browser to obtain the printer EWS page on your computer.
•    Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
•    Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
•    Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.
•    Click on the radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Try to uninstall and reinstall the printer software.

• Disconnect the USB cable from the printer, if necessary.

• In Windows, search for and open Control Panel.

• Under Programs or Programs and Features, click Uninstall a program to open the list of installed programs.

• Click the HP printer name to open the uninstall confirmation window, and then click Yes to complete the software removal.

• Make sure the printer is turned on, cartridges are installed, and plain paper is loaded in the main tray.

• Go to 123.hp.com. This guided service automatically locates the correct print driver or app for your computer operating system version.

• Follow the instructions to download and install the driver or app. During the installation, select HP Smart or the full software option to get the most out of your HP printer, and then follow the steps to set up the printer connection. Try Scanning.

If you still have issues, check the Windows Image Acquisition settings

Windows Image Acquisition (WIA) is a Windows service that helps communication between the computer and scanners. If WIA is not activated, scan jobs can fail.

• In Windows, search for and open View local services.

• In the Services window, scroll down the list and find Windows Image Acquisition (WIA).

• Look at the Status and Startup Type values.

  • If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. Skip to the next step.

    

  • If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

    If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

Let me know the outcome.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[BeanyOne]

The printer was not able to update firmware, though the reported firmware in the device matches the current available firmware.

However, when I forced an IPv4 connection, it seems to have worked. My network is configured for IPv6 compatibility, but it seems the printer was confused as to which protocol to use to communicate with the PC. I was able to scan to PC after making this change.

[TEJ1602]

@BeanyOne

That's great! Happy to hear that.  

If you need further assistance feel free to reach out to us.  

Have a great day ahead!