Envy 6200 online but scan impossible

[David1168]

HI there, My HP Envy appears "ready" and "online" in the HP Smart dashboard. I can print but when trying to scan, an error message displays "you cannot scan for the moment". Please help

[Jay_G24]

Hi @David1168

Welcome to the HP Support Community. I'd be happy to assist you

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience.

 Are you able to make copies using the printer ?

Let's try a power reset on the printer

Reset the product

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the printer.
• Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

 Lift the scanner lid and try copying and check if scanner bar moves and if its lighting up.

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[David1168]

Hi Jay_G24

- Yes, I am able to make copies using the printer.

- I made a reset of the printer as per your instructions, made a copy and the scanner bar does move and if its lighting up

- However, opening up again HP Smart, I still have the same error message when I select the "Scan" function

- Please see screen shot attached

Grateful for your support,

David

[Jay_G24]

 Check 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.

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

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

• 3. 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.

Try to scan. If the error persists, continue to the next step.

uninstall the printer software from the root level on your PC and install the full feature printer software.

--->In Windows, search for and open Programs and Features.

--->Select your HP printer.

--->Select Uninstall.

--->In Windows, search for and open Devices and Printers.

--->In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

--->Open up the run command with the "Windows Key + R" key combo.

--->Type printui.exe /s and click OK.

--->Click on the Drivers tab.

--->Look for HP Printer driver. If you see it click on it and click remove at the bottom.

--->Select OK.

--->Select Apply and OK on the Print Server Properties windows.

--->Close Devices and Printers.

And then reinstall the printer full-featured drivers from software and drivers page 

Let me know!

[David1168]

Hi, I cant find Windows Image Acquisition

I have re-installed the basic driver and it still doesnt work, HP Smart still shows the same error message.

I don't understand anything...

[Jay_G24]

Have you installed the full featured drivers or HP Smart app?

Hold windows key+R

In the run window, open bar type services.msc

Enter services and type i to take to services starting from i.

Let me know!

[David1168]

Hi Jay_G24,

I followed your latest instructions below (Windows Image Acquisition Settings) below. All good.

The scan was then still not working.

I have therefore followed your instructions below (Uninstall Printer Software). All good,

But I encountered an issue when I downloaded the printer drivers again ("HP ENVY Photo 6200 All-in-One Printer series Basic Driver - IT Professional Use only" - EN6200_Basicx64_44.4.2678.exe). At the second step of the installation process, the system could not detect my printer anymore and is asking me for information such as IP Address and so on which I have no clue what it is about.

So I had to cancel the installation process and I have no printer anymore now.

In addition, I can see that the list of Drivers for my printer include:

Driver-Product Installation Software (2)

Basic Drivers (1)

Firmware (1)

Software-Utility (2)

Utility-Diagnostic Tools (1)

Do I need to downloaded them all ?

Thank you

[TEJ1602]

@David1168

Yes, download them all and try scanning.

Thanks!

[David1168]

Hi TEJ1602

I downloaded them all, even ran Scan Doctor (who make a couple of fix) but it still doesn't work, impossible to scan

Thank you

[Jay_G24]

To set a manual IP and try the steps below-

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 
--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP
--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 
--->go to wireless ---> wireless 802.11---> select manual ip ---> apply
--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  
--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

And also try installing HP Smart and scanning through the app 
Install HP Smart and add your printer

Keep me posted