HP Envy 5020 won't scan to pc

[Trez1]

Hi, I have a win 10 pc and connected to it, my new Envy 5020 all in one printer. It is connected to the pc by a usb cable. It can print fine, and appears installed ok on my pc. But when I press the scan button on the printer it says that I need to go to 123.hp.com. So I did that, installed all the drivers for the printer. Still would not scan, same message. I ran the trouble shooting Scan Doctor tool from Hp. It stated that not all the software was installed for the printer and gave me a link to go to. Went to the link and it took me to a general page. 

Just ran HP Doctor tool again, it states that there is a later software for the printer, I click on the install software button. It goes through the install process, the Windows Defender prompts me to allow access, so I allow access. Then I get a dialogue box asking me to select my printer from the list, but the printer is not listed, nothing is listed,  so therefore the update button in greyed out. Please can someone help me.

[Trez1 · Accepted solution]

So I have now resolved the issue by re-installing all the drivers again. Now got it printing, scanning and copying.

But when I print an image from any Microsoft application such as word 2007 or publisher 2007 it cuts off the right hand side of the image.  I can't believe how difficult it is to get this blooming printer to work, wish I'd never bought it.

Please, please can someone tell me how to sort the cropped image problem. I mainly work with images so this is a major problem for me.

[The_Fossette]

@Trez1,

Welcome to the HP Support Community!

I reviewed your post and I understand that you are facing issues printing images from Microsoft word.

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you adjust the margins in the word application and check the print preview before printing. You can also use the option fit to page to make sure everything is printed correctly.

Refer to the below article for more information.

https://support.hp.com/in-en/product/hp-envy-5000-all-in-one-printer-series/14095644/model/14095648/...

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[Trez1]

Hi, I'm afraid your suggestions do not work as a solution.

But last night I found if the image is saved as a jpeg then from the tool bar use insert picture, then it prints out as it is seen on the screen, so no cropping problem. This insert solution works either inserting into a text box or inserting just onto the page. To save ink after inserting the image I then went to file and print as a pdf. If the image  looked ok in off format then it was ok when printed out. So this was a good way to check before printing that the image was ok and saved ink. I was using word 2007 and this solution of insert image works. The problem of the cropping occurs if you copy and paste the image.

Hopefully this solution can help others.

[The_Fossette]

@Trez1,

I am glad to know that the issue is resolved.

If any other questions arise, please feel free to write back to me.

Cheers!