Could not complete the scan

[babs69]

My product has suddenly stopped working properly.  Gets to end of scan but screen remains "greyed out".    This has happened previously on a couple of occasions, but not for some months.  I usually have gone into "Smart" printing, to solve it but that doesn't seem to be "connected"

[senan6806]

@babs69

A warm welcome to HP Support Community!

HP Print and Scan Doctor can resolve several scanning problems. You may download and run HP Print and Scan Doctor from here. 

Are you able to copy documents?

How is the printer connected, USB or Wireless?

Let me know!

[babs69]

I have used Scan Doctor numerous times.  copying is still ok.  When its working it seems to scan slowly, but every now and again the scanning stops at the end of the scan and the screen remains greyed out, OR when going on the scan feature or saving the scan, the feature just keeps going round and round and doesn't finish.....could this be a connectivity issue?  I have the same problem wireless or cable.

[senan6806]

@babs69

Since the printer is able to copy documents then it could be an issue with the print and scan driver installed on your computer. Removing the existing print and scan driver and then installing a compatible driver may resolve the issue. Use the method below to remove all existing printer driver installed on your computer:

Please ensure that the printer is up to date with its firmware. If you are unsure you may download and install the latest firmware update from here.

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 the driver is removed, download and install the printer software and driver available here. 

Keep me posted!