HP 4500 Envy scan issues

[solojoe55]

I've tried every troubleshooting thing I can find. My HP 4500 Envy prints fine, but scanning from my computer, or from the 4500 to computer doesn't work. I've also read and tried all related topics on this forum. The only thing that puzzles me when use the printer assistant, the header on the page says "HP ENVY 4500 series (Network) HP Printer Assistant" and when I choose scan, the header on the scan page says "HP SCAN - HP ENVY 4500 (Net) #2"  Why would they be different if it's an "all-in-one" device? Is there a separate driver I need? When I scan, a window pops up that says: SCANNER COMMUNICATIONS CANNOT BE ESTABLISHED. ENSURE YOUR PRODUCT IS POWERED ON, CHECK THE CONNECTION AND MAKE SURE YOUR NETWORK IS FUNCTIONING PROPERLY. IF THESE CONDITIONS ARE CORRECT RESTART THE PRODUCT AND TRY SCANNING AGAIN." Also, a link for running the HP Scan Doctor. I've tried over and over, uninstalled the printer and reinstalled several times, reset my router several times, and am totally stumped! Can anyone help me?

[asmita6658]

Hi @solojoe55

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

I'd suggest you try scanning using the HP Smart app. Refer to this document for steps - HP Printers - Install and Use the HP Smart App

HP ENVY 4500 (Net) #2 is due to the multiple entries. Did you try a root level un-install? If you did not, try these steps -

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

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

6. Open 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 Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here for Windows 8.1 (64-bit).

15. Click on the downloaded file and follow the on-screen instructions. 

Hope this helps! Keep me posted. 

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