HP ENVY Photo 7855 - Won't scan from printer control panel

[paulo57509]

I'm having connection issues when trying to scan between my PC and printer.

I can scan documents using the desktop shortcut, "HP ENVY Photo 7800 series-HP Scan", Adobe Acrobat X Pro and Photoshop V 8.0.  However, I cannot scan to the PC using the printer's control panel.

Also, there are times when initiating a print job from the PC where  an error message appears that communication is lost or cannot be completed.  It will often times begin to print after a few minutes.

I've read through some of the solutions to communication issues with establishing a static IP for the printer.  But it's my understanding that this is not the issue here as the IP address for my printer never changes per the info screen on the control panel.

I have tried removing the printer and re-installing it and the driver with no success.

If it matters, my PC and printer is connected wirelessly to the network router.  I can print without issue from my android phone.  These are the only devices connected to the network.

Any help would be appreciated.

[TEJ1602]

@paulo57509, Welcome to HP Support Community!

Going through your post I see that you're unable to scan to computer and sometimes you have issues with wireless printing. Let us try to isolate and resolve the issue-

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

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

Try adding a TCP/IP port

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

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.

Check Windows Image Acquisition settings

Windows Image Acquisition (WIA) is a Windows service that helps communication between the computer and scanners. If WIA is not activated, scan jobs can fail.

1. In Windows, search for and open View local services.

2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).

3. Look at the Status and Startup Type values.

   • If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. Skip to the next step.

     

   • If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

     If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

Restart the devices. Try printing and 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!

[paulo57509]

I've gone through your suggestions with the following results.

1.  The HP Print and Scan Doctor  - This doesn't fix it, now or in the past.  When it looks for the printer, sometimes it cannot find it.  When it does, the result is the same, the issues aren't fixed.  Sometimes it returns the message in the top attachment.

2.  Updating printer Firmware - I Go to the link provided, download and run application file EN7800_R1925A.  Like the The HP Print and Scan Doctor, it sometimes cannot find the printer.  When it does find the printer, I can select the printer but the UPDATE button is grayed out.  The version that does show up in the window is: PALSUPPPXN003.1931B.00 - I assume because the UPDATE button is grayed out, this is the latest firmware version.

3.  Try Adding a TCP/IP Port - This has no effect and doesn't fix the issue.

4.  Assigning a manual IP address to the printer - I viewed the steps in the video in the link provided.  The printer was assigned a new IP address.  However, this did not fix the issue.

5.  Check Windows Image Acquisition Settings - Windows Image Acquisition (WIA) is already set to AUTOMATIC.  Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper and DCOM Server Process Launcher are also, already set to Automatic.

After shutting down and restarting the printer and the PC, the printer still will not scan from the front panel (as described in my original post) and the following message appears (bottom attachment).  Additionally, the printer will no longer print. Viewing the printer queue, no port appears in the document pending list.

[TEJ1602]

@paulo57509

Thanks for the detailed response. 

Further, I recommend you delete the driver and root level and retry, follow the steps below: 

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up 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”

😎 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.

Use this link to download and install the new driver. Configure the printer and try printing.

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!

[paulo57509]

Immediately after posting, I removed and re-installed the printer.

The ability to print returned.  However, the scanning issue remains.

The printer remains connected to the network at all times, even with the PC shut down.  When I boot the PC, I can occasionally scan to the PC using the printer's front panel (and through software from the PC as described earlier).

After a while (I have not measured this elapsed time), a bubble message appears on the Windows Task Bar that the connection for the scan function is no longer connected (active, disconnected, whatever).  Is there some kind of time out function that's in play here?

Once this disconnect occurs, no scan is possible through the front panel; when attempting to scan through software (Adobe Acrobat, for example), the printer attempts to scan - the carriage moves and then locks up - the motor remains running for 2-3 minutes and then shut off (returns to home position?).  The front panel then shows the SELECT COMPUTER screen as if I had attempted to scan through the front panel.  Acrobat returns an error message, SCANNING CANCELLED.

Bottom line because connection between the printer and the PC is such hit or miss, using software or front panel, and outcomes are not consistent, it's difficult to characterize what exactly is going on.  IOW, when it fails, it's difficult to replicate the issue the same way consistently.

[TEJ1602]

@paulo57509

Thanks for replying!

Try creating a new user account and add the printer.

1. Tap the Windows icon.

2. Select Settings.

3. Tap Accounts.

4. Select Family & other users.

5. Tap "Add someone else to this PC."

6. Select "I don't have this person's sign-in information."

7. Select "Add a user without a Microsoft account."

8. Enter a username, type the account's password twice, enter a clue and select Next.

9. Tap the Windows icon.

10. Select the User icon at the upper left corner of the Start menu.

11. Select the new user. You'll then sign in to your account with your password from step 8.

Use this link to download and install the new driver. Configure the printer and try printing/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!

[paulo57509]

After trying the latest steps above, creating a new account and trying to print, the printer will no longer print or scan (from the front panel or from software).  This is true for all accounts associated on my PC.

Again, I had to remove the printer and re-install it.  Now it prints but still will not scan from from the front panel or from software.

When attempting to scan from software, the software returns an error message, "device not found".  HP Scan also returns an error message, "HP Photo ENVY 7800 was not found".

I have tried updating the driver with no luck.

Essentially, the scan function is now dead.

Edit:  I missed the link for the Easy Start setup.  After running this setup program, printing and scanning from the front panel and software has returned.  However, to really confirm that the scanning issues are resolved, it will take some elapsed time to see if it is truly resolved.  Hopefully, it remains in its current state.   You'll forgive me if I remain somewhat skeptical.

[TEJ1602]

@paulo57509

Let us keep the printer under observation for 2-3 days and I shall follow up to check if the issue is resolved.

Let me know if you have any further questions.

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!

[paulo57509]

Just to close the loop on this issue.

No resolution has been found here.  I was referred to HP support in my region.  So how do I contact these people?

Regrettably, after all this back and forth I have given up and will be looking elsewhere for another product.

It really is unfortunate that there's not the option of using a cable to connect this instead of using an already wonky wireless network. Contact my provider?  According to them, their network is never the problem.

[TEJ1602]

@paulo57509

I shall share the contact details via private message.

In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link.

Hope this helps!

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!