HP 9015e & 9025e Scan to Computer not working properly!

[Kuanti]

Been using the OfficeJet Pro 9015e for a couple of years, ran into an issue with Scan to Computer wouldn't work. After two days with HP Support it was "working". Switched ISP's and then the printer wasn't scanning, it wasn't even printing because it couldn't be found on the network. 

Went and bought a 9025e, same issue. HP Support did something and now I have two of the same computers listed in the scanning window on the printer. So when I use "Scan to XXXXX" it uses the glass not the ADF and sends the information to the computer as an image and uses the glass even when the ADF is loaded. When I select the second computer (after HP support played around for a 1.5 hours) it scans, but the file doesn't appear on the computer. 

Has anyone else had this issue and solved it? I've been using the office jet pro series for a while now and until this Scan to Computer issue popped up, had absolutely zero issues with the printers. 

[Dragon-Fur]

@Kuanti 

Welcome to the HP Community --

Almost everything that has happened to one user will have happened to another.

That said, the combination you describe is perhaps less common simply because you now have two printers.

Caveats / Notes

I don't use Scan to Computer -- I've had it switched off for a while now.

When I've switched it on for testing, Scan to Computer does generally work on my OfficeJet Pro 9025.

I can offer advice based on "how it works".

I cannot guess where HP Support made changes or diagnose results of those changes.

NOTE - Two Years...

It is assumed you are familiar with your printer(s) and likely understand the "how-to" details.

For example >> Ignore those items that you know are not related to your situation.

I wonder that a new printer, just added to the network for the first time would have a "same issue", that is, cannot connect to the network.  Perhaps there is something going on with the SSID named network on the new ISP setup.

=================================================

"Working"

(Before ISP change)

"Working" means that the 9015e was -- at one point -- fixed, yes?

That is,

Full Driver Printer Software was installed,

Scan to Computer feature was enabled,

Scan to Computer procedure worked from the printer's control panel,

Content was scanned and saved to the appropriate folder on the system

Example - Windows - Printer Software Installed in Programs and Features

Programs_and_Features_Printer_Desktop_Icons_11

=================================================

Printer - Windows Updates

(Before ISP change)

Windows Updates can disrupt printer software.

Did HP Support uninstall / restart / reinstall the full driver printer software for the 9015e?

=================================================

ISP Change - Connection to Network - HP OfficeJet Pro 9015e

Did you resolve the connection problem with the HP OfficeJet Pro 9015e.

Changing the ISP is generally fairly easy to fix, though it's unclear what was tried.

Review for those reading -

Network Connection -  EWS

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

EWS – IPv4 - Check / Adjust the printer connection - SSID named network

Manual IP Address

EWS > HP Document / How-to

Use the HP printer Embedded Web Server (EWS)

NOTE:  Find printer IP address

Section How do I manually assign an IP address to my printer?  Items 1-2

Ethernet

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wired (802.3) > IPv4 Configuration

Wireless

Open your Browser > Type / enter the Printer IP address into URL / Address bar

Tab Network > Wireless (802.11) > IPv4 Configuration

As Available:

Tab Network > Wireless (802.11) > Advanced

Network Interface on / off, Network SSID name, Security Settings, Passphrase / Password

Select and connect to the correct SSID / network name for the bandwidth you are using.

Note:   It is not mandatory that you use a manual / static IP address.  Doing so can improve stability.

EWS_9025_Network_IPv4_Configuration_3

EWS_9025_Network_Wireless_IPv4_Advanced_2

=================================================

Too of the same computers on printer panel (OfficeJet Pro 9025e)

Not sure why this is the case, though I'd check how many computers are listed on the computer in Printers and Devices.

Why?

Again, not sure, though it seems that more than one entry on the printer control panel for the same named computer means that at least one of the entries (in that control panel) is pointing to an entry (on the computer) for which the printer cannot find the correct printer software / driver.

Generally you need just two entries for each printer -

• One entry for Printer on the network
• One entry for Printer Fax (if the printer includes Fax hardware)

On the computer,

Of the printers listed,

One printer (not a Fax) would normally be marked as the Default printer.

Printer Properties > Advanced > Driver = the HP driver (not the Microsoft / IPP class driver)

Example - Windows - Printer Properties

9025_Printer_Properties_Advanced_Driver_List_11

=+=+=+=+=+=+=+=+=+=+=+=+=+=

References / Resources

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

Dual Band Network - Considerations

Reminders 

Do not ignore your router --

A router that is weak, outdated, poorly located, or incorrectly configured can cause all sorts of odd network behavior issues.

If the printer supports it, connecting using Ethernet is generally a better choice.

Some printers, particularly older models, only support Wireless at 2.4GHz

Some printers support Wireless at both 5GHz and 2.4GHz – but not at the same time

Regardless, if the printer won't work or cannot connect to your 5GHz SSID named network, connect to the 2.4GHz network.

If you are running a Dual Band Network,

 Check that the router is set up to broadcast all frequencies it supports.

Next,

If your router supports it,

On your router:

 Create a separate SSID named network for each frequency supported by the router

 What?  Create one SSID named network for 5GHz and one SSID named network for 2.4GHz

and

 Connect the printer to the SSID named network on the frequency / band you want it to use.

In general,

• 2.4GHz is less fussy about obstacles and supports a longer distance (separation) between router and device (printer)
• 5GHz is faster

============================================

Printer Software

Videos

 HP OfficeJet 9010 | 9015 | 9018 | 9019: Download & Install HP Full featured software 

and / or

 HP OfficeJet Pro 9020 | 9022 |9025 | 9026 | 9028 |9018 Download & Install HP Full featured software

 HP OfficeJet Pro 9020 | 9022 | 9025 | 9028 Printer: Unbox, Setup & Connect to 5 GHz network

============================================

Technology Tips Video Gallery from our HP Expert greenturtle

 Technology Tips YouTube Video Help for Printers

and

 Technology Tips Officejet Pro 9015

 Technology Tips Officejet Pro 9020

============================================

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open

HP OfficeJet Pro 9015e All-in-One Printer  

OR

HP OfficeJet Pro 9025e All-in-One Printer  

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"