Envy Photo 7822 won't scan

[PennyG08]

My HP Envy Photo 7822 will not scan. This is the second time this issue has arisen and the last time I spent 1.5 hours on the phone with a tech from the Philippines. He finally fixed it, but that was two weeks ago and now it has happened again.

I get the message 'Unable to communicate with the scanner' even though the printer is working fine. I have tried Print and Scan Doctor, I have turned the printer off and on several times, I have turned the modem off and on several times. Why, if the printer is working, is the scanner not? And what can I do about it?

[TEJ1602 · Accepted solution]

@PennyG08, Welcome to HP Support Community!

Follow the steps below to isolate and resolve the issue-

Assign manual IP to the printer

The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers

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. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, try adding a TCP/IP port

• Print a Network Configuration Report from the Printer Settings or Wireless menu.
• Right-click your printer, select Printer Properties, click the Ports tab and then click Add Port.
• Select Standard TCP/IP Port, and then click New Port.
• Follow the instructions to add a new port using the information listed on the Network Configuration Report.
• Try scanning.

Hope this helps! Keep me posted. 

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!

[PennyG08]

Thank you so much for your suggestions. In the interim I tried to download the drivers once more and the scanner appears to be working now. I fear this will be one of those intermittent problems so I am keeping your suggested fixes close at hand! Thanks again. 

[TEJ1602]

@PennyG08

Glad to know 🙂

Adding TCP/IP port will resolve the issue completely.

Keep me posted for further assistance.

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!