Cannot scan.

[Safari818]

I can print. Router shows printer is on, connected, online. HP Smart says printer is on, online, connected, BUT says "unable to communicate" and will not start scan. From 2 of my computers! but no problem from 2 others!  I have rebooted the computers, rebooted the router, rebooted the printer, all multiple times. Deleted and re-installed the printer, multiple times. Downloaded and ran the latest Print-and-Scan-Doctor multiple times. Tried Diagnose-and-Fix in the HP Smart utility multiple times. Ridiculous. STUPID "HP Smart".  "Smart"?  NO!

[Betty0610]

@Safari818

Welcome to the HP Support Community.

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Safari-818]

Thank you for the attempt, but nothing was accomplished. 

The printer is ON and ONLINE and I can print.

HP SMART quickly finds the printer and confirms it is ONLINE.

When I select the printer, HP SMART instantly says it is OFF and OFFLINE.

[Betty0610]

Uninstall and reinstall the HP Smart App.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Safari-818]

I have already done that 5 or 6 times, it did not help.

[Betty0610]

I would suggest you try the Windows built-in drivers. Follow the steps below:

•    Go to Control Panel - Devices and Printers - Click on "Add printer" and follow the on-screen instructions.

•    When the page prompts for the drivers, select "Windows update". The driver list will be updated.

•    Click HP, Hewlett Packard, or Hewlett-Packard in the Manufacturer pane, and then click the name of your printer in the Printers pane.

Refer to this document HP Printers - Installing and Using the Windows Built-in Print Driver for help.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Safari-818]

Windows already shows the printer as Installed, Ready, Online. And I can print from all applications including context menus. So should I remove the printer, then Add it again?

I don't fax. It is only scanning that I have a problem with - Scan to Computer from the printer (not important), or initiating Scan & Save from the computer which i use frequently.

[Betty0610]

Yes, you may. I have given you the steps for a complete uninstall. 

Do try it out.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[HHCPINC2]

I have followed these steps and I have installed every HP tool given in the prompts, scan doctor, easy setup, etc. I can print successfully but am unable to scan.

PLEASE HELP!!!

[Safari-818]

If you followed my story, you know that I feel your pain.

I finally fixed it.

1. Uninstall the printer COMPLETELY, uninstall HP Smart if you tried to use it. Uninstall the Scan Doctor, easy setup, EVERYTHING.

2. Then go back to HP Support and download only the minimum basic driver for the printer.

3. I'm assuming you are using Windows. Open Settings > Devices > Printers.

4. Add New Printer. For me, it installed quickly and easily. Along with a couple of messages about more software for more functionality, which I ignored.

5. THEN install HP Smart.

6. Select Scan, then Add New Printer. (Or just Add New Printer if you don't see the Scan button.)

7. After the above, everything is working properly for me.