HP Officejet 6500: Scanning Problem

[bigalxyz]

Hello forum,

I'm running a desktop PC with Windows 10.

I have an HP Officejet 6500 all-in-one printer.

It prints nicely, but scanning causes problems. Often, halfway through scanning a page, the scanning process will just stop. I can switch the printer off and on again to unfreeze it, but whatever software I'm running on my PC to do the scan (either the built-in Windows functionality or the HP software suite I've installed) will hang. I have to reboot my PC to get rid of it.

Does anyone know what might be causing this and if there is a cure?

The printer was very cheap so if it's not an easy fix I will probably invest in a replacement instead. I thought I would try to find out anyway...

Thanks!
Alan.

[DavidSMP]

@bigalxyz,

Good Day.  Thank you for posting your query in the HP community.  I read the post regarding issues with scanning to the computer from the printer. I will be delighted to assist you here.

Superb description and spectacular troubleshooting and commendable diagnosis of the issue before posting. Kudos to you for that. 🙂

For better clarity and to assist you better I would require more information regarding this:

• Did this happen after a recent power outage or surge?
• Do you remember any software or Windows update that could have caused this to happen?
• Did you try scanning to a different device like another Windows Based computer or Mac to isolate the issue between your computer’s operating system and the printer’s hardware?
• Did you make copies directly from the printer and check if it copies correctly?

For now, try these steps:

• Then perform a hard reset on the printer from this link: https://hp.care/2kcz5os (Step 1: Reset the printer)
• Then make 2 copies directly from the printer without any communication from the computer to eliminate hardware issues with the printer.

If it copies correctly then uninstall and reinstall the printer drivers at the root level by following these steps mentioned below:

• Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
• Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)
• Go to devices and printers, in control panel and select any printer listed there and you will get some options on the top.
• Click on print server properties.
• You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
• Delete all the instances of your printer listed in devices and printers.
• Restart the PC.
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
• Ignore the Regedit option if it cannot be done.
• Restart the PC again.

• Then create a new user account as an administrator  from this link: https://hp.care/2rZfJBC

Log into the new user account after restarting your computer.

Then download the latest full feature driver from   https://hp.care/2JTFkpw  and install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer.

This should fix the issue.

Other steps to try:

• If the issue persists, try to use a different computer or Mac to scan and check if it works correctly.
• If it does, then the culprit is the operating system of the computer
• If it repeats the same thing then update the printer firmware also by following instructions from this link: https://hp.care/2rHKwDD
• Now check if the issue gets fixed. If it continues the try scanning from different apps
• Use HP printer assistant to scan and check again.
• Use HP smart app by following instructions from this link: https://hp.care/2hmgdBr (HP Printers - Using the HP Smart App (Windows 10) on how to download and install it with FAQs.

Now check for issue resolution.

If it continues, please try HP scan and capture by following instructions from this link: https://hp.care/2fAFYxE (HP Printers - Using the HP Scan and Capture App (Windows 8 and 10) on how to download and install with FAQs.

Please perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.

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

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[bigalxyz]

Thanks David.

To answer your initial questions:

* I'm not aware of having had any power surges or power cuts

* I think (but I'm not sure) that the problems may have begun when I upgraded from Windows 8 to Windows 10

* I haven't tried to scan to a different device. I do have a Windows laptop which I could try.

* Copies directly from the printer seem to work ok (at least...no problems so far...)

I'm very grateful for your detailed instructions. I'll follow them carefully and see what happens............

Best wishes,
Alan,

[DavidSMP · Accepted solution]

@bigalxyz,

I reviewed the post. It is great to have you back. Your efforts and patience are greatly appreciated. Patience is a virtue that you've displayed commendably.

The good news is that the printer copies well which means that there should be no hardware problem with it.

Try these steps and break some good news that is music to your ears and mine. 🙂

So now we need to look beyond the printer and direct our efforts towards the computer.

If nothing works after trying all the steps out, please backup your important data and perform a Microsoft push button-reset of Windows 10 by following explicit instructions from this link: https://hp.care/2toQrBj There is a YouTube video on how to do it.

Then install the printer's full feature software and drivers from the HP link mentioned in my earlier post.. It should do the trick for you. This is done as a last resort only.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[bigalxyz]

David - I think I have fixed it! I went through all your instructions, and nothing made any difference, until I got to the final step which was to use the "HP Scan and Capture" app in Windows 10. I'm testing the scanning function now using that app and it seems to be working perfectly...so far at least.

Thank you very much for your help. Greatly appreciated.

Alan.

[DavidSMP]

@bigalxyz,

It has been a fabulous experience working with you. 🙂 I thank you greatly for accepting this as a solution.  You've been simply amazing with your technical expertise and thanks again for giving me the privilege to share this platform with you. 🙂

I hope the unit works great and stays healthy for a long time.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Please take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂