• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Locked

‎10-20-2020 01:45 PM

HP Recommended
Product: HP Envy 5540
Operating System: Microsoft Windows 10 (64-bit)

My HP Envy 5540, connected via Wi-Fi to my computer, has stopped scanning.  I have scanned on it successfully ever since I got the printer several years ago.  (I originally installed the Full feature printer software),  

It continues to print without problem (Win 10 / 64 bit - up-to-date OS).  However, when running the 'Scan a Document or Photo' option, it now (all of a sudden) displays 'Unable to Communicate with the Scanner'.

 

I have turned the printer off and on, disconnected the power cord for a period of time and done an HP software directed reboot of the computer.

I have tried numerous fixes recommended by the Print and Scan Doctor and the HP virtual assistant.

I have confirmed that the driver is the latest version.

I have confirmed that no problems were found on the printer's Wireless Network Test Result.

 

The 'Manage Scan to Computer' option in the printer program indicates that this option is 'currently unavailable'.  Clicking the 'Disable' button will show this function as disabled but clicking the 'Enable' button will start a progress bar that dies at 3% and never complete.

So, I am stuck and looking for options.  I would be grateful for any suggestions.
Thank you so much. 

Category:
3 REPLIES 3

‎10-23-2020 04:10 PM

HP Recommended

@FCA41

Thank you for posting on the HP Support Community.

 

Don't worry as I'll be glad to help, 

Since you have already tried most of the troubleshooting steps to resolve the issue and as we have limited support boundaries in the support community as of now. I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/


Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

Was this reply helpful? Yes No

‎10-23-2020 06:51 PM

HP Recommended

Echo_Lake, many thanks for your response.  Yesterday I deleted the printer from my desktop computer using the Windows Control Panel Add/Remove programs and then I attempted to do an install using the latest download for the 5540 on the HP website.  Setting it up with the Wi-Fi  option to connect the PC to the printer failed with this response:

 

"The device is on your computer but the network software is unable to find it using the typical network discovery method.  You can install the device and operate it normally over the network using the IP address of the device.

 

So, I proceeded with that option using the IP address and got the message:

 

"Unsuccessful Network Installation".

 

At this point, decided to just run a cable from my PC to the printer and install with the USB/Ethernet cable.  That install went fine and now I have full capability.  Not sure what the issue with the Wi-Fi is but I did want to invest any more time in it.  So for me, the case is closed.  Thanks again for you offer of assistance.

FCA41

Was this reply helpful? Yes No

‎10-24-2020 04:31 PM

HP Recommended

@FCA41

Thank you for posting back.

 

I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.


Have a nice day ahead.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

 

 

ECHO_LAKE
I am an HP Employee

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.