HP Officejet Pro 7740 - scanner issue

[as-computers]

I have installed a Officejet Pro 7740 for a client with 7 staff.  The printer works well no issues apart from the scanner.

Initally the full print and scan application worked well but then the scanner option stopped working.

The full instalaltion package now fails to pick up the scanner.  When selected it just searches.

When we installed the HP Smart app this allow scanning with no issues.

Unfortuatnely the HP Smart app doesn't allow double sided scanning which the customer requires.

I've wired the Printer to the local network without any success on resolve.  (wired and wireless fail to scan using the full HP printing & scanning application).

All PCs are up to date and running windows 10 pro.

Printer has a fixed ip address.

Checked firewall settings with no issues. 

Run HP doctor repair with no success.

We then moved to scan to computer but again no option on the printer to scan double sided. (so this option does not work for the business)

I just cannot understand why the full application prints but does not scan, yet the smart app scans without any issues at all. (just no option to scan double sided).

I have uninstalled, installed, run the print and scan doctor, tried wired and wireless without any success and just going around in circles currently.  I'm at the point now of looking to return the product which is a shame as the printer is very good.

Can someone please advise on a possible solution for this?

Thank you.

[Chimney_83 · Accepted solution]

Greetings @as-computers,

Thanks for the post. 

I understand that you are unable to scan from your computers running on Windows 10, is that right?

Kudos to you for trying to troubleshoot the issue on your own.

Not to worry, I will be glad to assist you. 

As you have already uninstalled and reinstalled the printer software multiple times. 

Recommend you install and use HP Scan and Capture app on your Windows 10 computer and check if you have 2-sided printing option listed. 

Click here for assistance. 

Let me know if this helped. 

[as-computers]

Hey Chimney_83,

Thanks for the reply.  For all that i install this its more of a work around.  It would be good to find out why the current application which offers all options under one roof does not work correctly.

Not sure why HP would bring out HP Smart print and not offer double sided print?  strange.

I will install and come back to you today.

Thank you for your time and input so far.

regards

Andrew

[Dvortex]

Hello, @as-computers

I see that you were interacting with @Chimney_83. He is out of office and I'm here to help!

Did you try Scan and capture?

It certainly looks like an issue with the printer drivers on your PC. I understand that you have tried to reinstall the drivers a few times. But try to perform a clean install as suggested below and check:

• First, unplug the USB cable from the printer, if present.
• Go to Control Panel – Programs and feature – Select all the HP Officejet 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.
• Now, click http://hp.care/2pyZRpK to download and install the software.
• Connect the USB cable if prompted and follow the onscreen instructions to complete the installation.
• Restart the PC and check.

That should help. Let me know!

Cheers 🙂
 

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[as-computers]

Hello,

we are going to work with the Scan and Capture solution for the time being as busy period for the customer.

Thank you for your time on this matter.

Really appreciated.

[Dvortex]

Hello, @as-computers

Thanks for the update!
 

Visit us again if you have any concerns!

Thank you again and may you have a wonderful day and even better tomorrow 🙂

[FL_One1]

My 7740 couldn't be found by my computer every time I tried to scan.  Running the scan doctor would fix it until the next time I needed to scan something.  ( I only scan once a month or so).

Removing the drivers and following your extra cleaning instructions was helpful.

The new HP Easy Installed worked flawlessly as well.

thanks DVortex and HP!

[BB_2003]

Hello,

This worked great...HP Support worked on this for over 3 hours and basically said the scanner wouldn't work.."Oh by the way why don't you buy a newer model..."

Thx again..