• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    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

‎02-10-2021 12:14 PM

HP Recommended
Product: HP ENVY 4500 All in one
Operating System: Microsoft Windows 10 (64-bit)

I have a HP ENVY 4500.  All of a sudden will not scan at all. Printing function is working.  Connected with USB cable.  Ran HP Print and Scan Doctor.  Received error message:  "The Scan driver is unable to communicate with the product.  Save your work and then close all applications.  Remove power from your printer by pulling out your printer's power cord.  Plug the power cord back in, turn on the power and then click restart computer".  I followed all steps, but problem persists.  I even replaced USB cable with brand new one. Contacted HP Support, but printer is out of warranty.

 

Does anyone have any tips on how to resolve this?  Thank you in advance for any help you can provide. 

Category:
5 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎02-16-2021 07:13 AM

HP Recommended

@BKbecka

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Follow the Steps below to resolve scanning problems using the HP Print and Scan Doctor

  1. Download the HP Print and Scan Doctor. (do not skip any troubleshooting steps if you feel steps are repeating) 
  2. Run HPPSdr.exe from the download location on your computer.
  3. Once HP Print and Scan Doctor is open, click Start, and then choose your printer.
    • If your printer is not listed, turn it on and click Retry.
    • If there is a connection problem, follow the instructions in the tool.
  4. Click Fix Scanning.

See Additional resources if the problem is unresolved or if there are other scanning problems.
 

Hope this helps! Keep me posted for 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

View solution in original post

Was this reply helpful? Yes No
3 REPLIES 3

‎02-16-2021 07:13 AM

HP Recommended

@BKbecka

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Follow the Steps below to resolve scanning problems using the HP Print and Scan Doctor

  1. Download the HP Print and Scan Doctor. (do not skip any troubleshooting steps if you feel steps are repeating) 
  2. Run HPPSdr.exe from the download location on your computer.
  3. Once HP Print and Scan Doctor is open, click Start, and then choose your printer.
    • If your printer is not listed, turn it on and click Retry.
    • If there is a connection problem, follow the instructions in the tool.
  4. Click Fix Scanning.

See Additional resources if the problem is unresolved or if there are other scanning problems.
 

Hope this helps! Keep me posted for 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

‎02-28-2021 12:40 PM

HP Recommended

Thank you for your reply and help!  I don't know what was different this time when I used the Print and Scan Doctor, but it worked!  I appreciate your help!  I was just about to buy a new all in one machine and decided to give it one more try.  Persistence pays off.

 

Thanks again!

Was this reply helpful? Yes No

‎03-02-2021 01:59 PM

HP Recommended

@BKbecka

Thank you for posting back. 

 

Glad to hear that the issue is resolved. If you need any help, feel free to reach out to us. 

Have a great day!

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>.