HP Print and Scan Doctor will not install, Windows 7 64-bit

[rsinsheimer]

OK, I give up.  I cannot find my own previous posts no matter what I do.

I received a helpful email / post from Provost which involved many steps to try, shutting down services, uninstalling all HP software and reinstalling, running a registry fix, etc.  Did all that, no improvement.

No matter what I do the HP Print and Scan Doctor crashes on loading and I cannot use my 8600 to scan from my PC.  Scan to Network works to scan and put files into a folder on my PC, but that's very limited.

I tried one additional thing, which was to use MSCONFIG to start my PC in diagnostic mode -- even with just the bare minimum of Windows 7 loaded Print and Scan Doctor crashes on loading.

Suggestions please?

-- Roger

[Flower_Bud · Accepted solution]

@rsinsheimer

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand, HP Print and Scan Doctor does not install,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

When was the last time it worked fine?

Were there any hardware/software changes made?

Let's try these steps to resolve the issue: 

Uninstall Print and Scan Doctor:

• Search for Control Panel in Windows.
• Click on Programs and Features
• Uninstall HP Print and Scan Doctor 

Delete Temporary files: 

• 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).
• Restart the PC again. 

Install HP Support Assistant: 

Install HP Print and Scan Doctor on the computer connected to your printer.

1. Make sure your printer is turned on and connected to the computer.

2. Download HP Print and Scan Doctor, and then follow the on-screen prompts to install and open the tool.

For Scan issue, let's try these steps: 

Power Reset: 

1) Turn off the Router, Printer and the computer.

2) Wait for 60 seconds.

3) Turn on the Router first and wait for all the lights to stabilize.

4) Turn on the printer and allow it to configure itself.

5) Turn on the computer and check the functionality

Try assigning a static IP address and a manual DNS address:

* Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.

* Type the IP address on your web browser to obtain the printer EWS page on your computer.

* Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)

* Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.

* Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Ensure Webscan is enabled: 

Obtain the printer IP address to open the printer's Embedded Web Server (EWS) in a web browser, and then click Webscan on the Scan tab and enable the feature.

Keep me posted,

For I shall follow-up on this case to ensure the concern has been addressed,

And your device is up and running again,

Have a great day 🙂

Cheers 🙂

[rsinsheimer]

Thanks for the offer to help.  I was in China a couple of weeks ago and something happened there that killed my Windows 7 64-bit laptop's ability to connect to network printers.  I handed the laptop over to our IT guy, he did whatever he did, and now I can send jobs to network printers again.

What I cannot do is scan remotely, nor can I load Print and Scan Doctor.

I used the EWS to check on Webscan, interestingly it says:  "You cannot use this function because it has been disabled. For more information, contact your network administrator or the person who set up the printer." 

As my network administrator I know I didn't do this, at least not intentionally, so I could really use your help here. 

I think we may be onto something.

-- Roger

[rsinsheimer]

OK then.  I went into the Embedded Web Server, into the Settings tab,  clicked the Administrator Settings hyperlink, clicked the checkbox to enable Webscan -- all is good now. 

I have NO IDEA how that got turned off.

[MKazi]

@rsinsheimer

Great news!.

Glad to know that the issue is resolved and hope it remains this way. You have been fabulous to work with considering your superb technical skills and valuable patience. Kudos to you for that. 

Happy printing! 🙂