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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).
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‎04-19-2022 08:16 AM

HP Recommended
Product: HP OfficeJet Pro 9025e All-in-One Printer
Operating System: Microsoft Windows 10 (64-bit)

HP 9025e all in one with Windows 10 64 bit. I can scan from computer but cannot scan from touchpad on printer. It worked one minute--3 minutes later it told me to download 123 software. THis has been a recurring issue since I got the printer a year ago. I had HP support work on it. She spent 30 minutes on my computer, did all kinds of stuff, got disconnected and I never heard back. I'm about to trash this printer ---ANyone have any suggestions?

Category:
1 REPLY 1

‎04-26-2022 03:50 AM

HP Recommended

@ishkabibble

 

Welcome to the HP Support Community.

 

I'd be happy to help.

 

Let's try to reset the Printer here:

 

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.

Also, try connecting the Printer to a different wall outlet directly.

 

Try a firmware update: https://support.hp.com/us-en/document/ish_1776648-1643972-16

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day! 


I am an HP Employee

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