HP Envy 5640 (USB connection) - Scan issue using HP Printer Assistant

[Lan-HP]

Hello Forum,

I have an HP Envy 5640 printer with a USB connection to my laptop device HP Pavilion 15-n250ez under Microsoft Windows 10 with recent update version 10.0.18362 Build 18362.

After the Windows 10 update around 10 days ago, I have an issue using the Scan functionality through the HP Printer Assistant associated to my printer.

When clicking "Scan a Document or Photo", the application shows an error "The HP Envy 5640 series was not found".

Sometimes, the error comes from the fact that the application has found a Scan program is already running. 

When checking on Task Manager, in fact there is the HPScan (32-bit) running. By ending this process in Task Manager, the Scan functionality still did not work.

I have tried to install the HP Envy 5640 series Basic Device Software version 40.13.1176.1978 of 15-Apr-19 but it did not help to solve the scan issue.

I was happy using the Scan feature in the HP Printer Assistant and feel very annoyed that it does not work anymore.

Hope anyone from the Forum can help me to sort this issue out.

In the past I have got a great guidance from Dragon-Fur to solve another issue with the scan on the same printer.

Thank you in advance and best regards,

Lan-GVA - 190817

[Jeet_singh]

@Lan-HP,

Thank you for posting your query on HP Community,

Let's uninstall the printer from the root level and then reinstall it.

• Press “Windows key” + “r” to get the “Run” window.
• Type "services.msc" to get Services – Go to “Print spooler” – Right-click and “Stop” the service.
• Now again open "Run" - Type “spool” and ok - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.
• If the issue persists, also try clean installing the printer drivers. Here are the steps:
• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Please click here  to download and install the full feature software for this printer. 
• Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

Let me know how it goes!

Please click “Accept as 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!

[Lan-HP]

Hello Jeet Singh,

Thank you very much for your detailed instructions.

I have to go through the full process instead of the 5 first steps to get the scan issue resolved.

Let me know whether this issue is related to the recent Windows 10 update or it was just a coincidence that the scan issue occurred. I am wondering whether this issue may be back again with any future Windows 10 update. Although having your instructions to recover the situations, it may be annoying as it takes time to go through the full process you detailed.

Anyway, thanks again Jeet Singh for your valuable contribution to the HP Support community.

Lan GVA - 190820

[Jeet_singh]

@Lan-HP,

I'm glad you got this issue sorted out.

Yes it could be due to the recent Windows update which could have caused this issue. 

I hope both you and your product works great and remain healthy for a long time 😉 

Do visit our HP Forums and drop us a message anytime you need help

Thank you 😀

[Lan-GVA]

Hello Jeet Singh,

I would like to go back to the Scan issue on my HP Envy 5640 printer.

I don't know for which reason the Scan had stop working many times in September 2019.

To resolve the issue I have to follow each time the procedure you have published. 

Doing this about 4 times this month is quite annoying.

Can you help to find the root cause of the issue and propose a better solution.

I did not remember facing this scan issue in 2018.

Thank you very much and best regards,

Lan-GVA - 190927

[KrazyToad · Accepted solution]

@Lan-GVA

I suggest you try the HP Smart App.

You can refer to this Link: https://support.hp.com/in-en/document/c06097800

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[Lan-GVA]

Hello KrazyToad,

Thank you for your indication to use HP Smart to perform de scan.

I have now installed HP Smart and so far the Scan functionality seems to work well.

Hope this solution is more stable than the HP Printer Assistant one.

With my best regards,

Lan-GVA - 190928@16:20CET

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