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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎06-28-2021 02:43 PM

HP Recommended

HP Officejet Pro 9015. This is an intermittent problem. It will randomly work, but when scanning a single page (No Duplex) it will hang about 3/4's of the way through, like it is waiting to see if it is going to pull it back in to duplex. Then I lose communication with the printer. About 30 seconds later it pushes the paper the rest of the way though the feeder. I have ran all printer/scanner tests blah blah blah, to no avail. The drivers are installed correctly, everything  is setup correctly. I can print reliably, no issues at all other than the scanning. 




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5 REPLIES 5

‎07-01-2021 02:10 PM

HP Recommended

@PSBTech

 

Welcome to the HP Support Community.

 

Does this happen on copies too?

 

Try a firmware update: https://support.hp.com/us-en/document/ish_1776648-1643972-16

 

Let me know if this helps.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

 

Thanks!

 

Have a great day!


I am an HP Employee

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‎07-02-2021 10:31 AM

HP Recommended

Scanner is already updated to latest version.  I have found though, that this only happens when connected via USB. If connected to Network, it works correctly. However, this will not work for us, as we have many scanners using USB.

 

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‎07-06-2021 04:51 AM

HP Recommended

Does this happen on copies too?


I am an HP Employee

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‎07-06-2021 07:12 AM - edited ‎07-06-2021 07:17 AM

HP Recommended

No. It doesn't happen on copies. I'm pretty sure this is just an issues with the 9010 series. Whether it is firmware, or drivers, I have no idea, but we have had 0 problems with the 8710 series, (other than the document feeders wearing out). Once we switched to the 9010 series, we noticed this was happening immediately. We have around 40 scanners, if we can't resolve this we will be switching to another brand.

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‎07-08-2021 03:59 AM

HP Recommended

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

 

Please do check your inbox on the forums page for the private message.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thanks!

Have a great day!


I am an HP Employee

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