HP Envy 5010 will NOT scan

[someonelost]

I have done every tip and trick offered by the support pages, non-HP pages and still I cannot get this all in one printer scanner to scan documents.  I get the error message saying "Couldn't Connect to Scanner".  I have removed and reinstalled the printer software more times than I care to count.  The HP Smart app no longer has the wrench to run diagnostics (at least not from the brand new downloaded software from MS Store (no updates available).  I can print documents directly from my laptop, the network name is the same on both laptop and printer.  I have the laptop wired (for now, working another issue on this laptop) and the printer is wireless.  Any ideas short of having to spend more money on yet another printer just to make it work with this new laptop?  Thanks in advance.  

[Max3Aj]

Hi @someonelost and welcome to HP Support Community!

Thank you for reaching out with your concern. I'm glad to assist you today.

I understand how frustrating it can be when your HP ENVY 5010 won't scan, especially after trying multiple solutions. Since you've already reinstalled the software and confirmed that printing works, let's walk through a few targeted steps to resolve the "Couldn't Connect to Scanner" issue.

Check Windows Services

Sometimes the Windows Image Acquisition (WIA) service may be disabled:

• Press Windows + R, type services.msc, and press Enter.
• Locate Windows Image Acquisition (WIA).
• Make sure it's set to Automatic and is Running.
• If not, right-click > Properties > Set Startup type to Automatic, then click Start.

Temporarily Disable Firewall/Antivirus

Security software can block scanner communication:

• Temporarily disable your firewall or antivirus.
• Try scanning again using HP Smart or Windows Fax and Scan.
• If it works, add HP Smart and related services to your firewall exceptions.

Try Windows Scan App

• Open Microsoft Store and install Windows Scan: Windows Scan App
• Launch the app and try scanning.

Assign a Static IP to the Printer

This helps avoid network communication issues:

• On the printer, go to Settings > Network Setup > Wireless Settings > Print Network Configuration Page.
• Note the IP address.
• Enter that IP in your browser to access the Embedded Web Server (EWS).
• Go to Network > IPv4 Configuration > Manual IP, and assign a static IP.
• Re-add the printer using this IP in HP Smart.

Reinstall with Full Feature Software

Make sure you're using the full driver package, not just the basic one:

• Download from here: Official HP® Support
• Choose Full Feature Software and Drivers.
• Uninstall the current software, restart your PC, and reinstall using the downloaded package.

If the suggestions helped solve the problem, please let us know by clicking “Accepted Solution.” It really helps fellow users find quick answers.

A quick “Yes” also goes a long way in showing appreciation!

Take care and happy computing!

Best regards,

Max3Aj

HP Support

[someonelost]

Ok, these instructions I am not able to follow, sorry, I have NO expertise in this area and as my post indicates, this is a wireless printer, sans the cables.  Not sure why I need to hook up cables.  Lastly, the option to "Download HP Support" and Choose:... does not exist on the link you sent.  Good try, but again, not helpful.  Looks like it is time to ditch HP products and find a more user friendly printer for my new laptop.  Thanks anyway. 

[Max3Aj]

@someonelost, Thank you for your response,  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support