HP SMART Will Not SCAN, but Windows SCAN APP will scan the documents. HP Envy 5052

[kilowattradio]

I have a HP Envy 5052 3 in 1 Printer using WiFi Networking. When I run HP Smart it will see the printer and print sample pages, but when I check the second page it will say my printer is offline. When I select HP Smart SCAN option it will not SCAN. If I run the Windows 10 SCAN App it will SCAN fine. I have made sure to disable my firewall to prevent any blocking. If I select print in any App the printer will print the document 100%. This strange problem seems to have started after a Win10 update, but I can't prove that. I have ran the printer fix program from HP and will print the sample print page fine, but can't find the scanner. Thanks for any help.

[Betty0610 · Accepted solution]

@kilowattradio

Welcome to the HP Support Community.

I'd be happy to help.

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

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!

[kilowattradio]

Thank you that fixed the problem. One thing I had to do is go to the device manager then to 'print queue' and delete the printers. Then I could go to printui.exe /s and delete the printer driver.

[Betty0610]

I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

Have a nice day and stay safe!:)