HP Scan and Capture can't find device

[UMinventor]

I have: (1) Lenovo ThinkPad Edge running Windows 10 Pro 64bit OS and (2) HP LaserJet Pro MFP M127.

I have installed the latest HP Scan and Capture but it cannot find the printer which I have tried both direct connection and wireless - neither are seen by the software. I also tried Windows Scan but it too could not find the printer but MS Office has no problem finding the printer.

[MKazi]

@UMinventor

Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP LaserJet Pro MFP M127 printer. I rea that the printer does not scan via the HP Scan and Capture as the printer is not found. You have tried to connect the printer via USB and wirelessly and the issue persists. Also, via the Windows scan, the printer cannot be found. The Microsoft Office is able to find the printer. You've done a remarkable job performing the steps. 

I would like to know the following information to assist you better:

• When was the last time the printer could scan?
• Did any software changes or updates happen on the printer?
• Is the printer able to make a copy?

The evidence indicates towards a drivers issue. Before we come to a conclusion I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Please download and run the HP Print and Scan Doctor software. This is a free tool for Windows to help resolve issues with the printer drivers. 

Please try to scan and check how it goes. If the issue persists then I suggest you to uninstall the printer drivers from the root level and then reinstall it by following the below steps:

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers.
• You may download and install the drivers from this link. 

I sincerely hope this fixes the issue. Keep me posted on the results. All the best! 🙂

[UMinventor]

I used Doctor to fix the Device not found. As mentioned, it uninstalled the driver/device and installed new software. However, now the printer as a printer remains offline and invisible to the laptop. In addition, I never got scan to work. The only install option was wireless since my printer used an optical printer cable (not a USB cable). So now, I have no scan and no print. I need your help and soon.

[sandytechy20]

Hi! @UMinventor, I am the sandytechy20. It looks like you were interacting with @MKazi, but he is out of the office today so I'll take over from here.

I appreciate your efforts for trying out the steps.

Follow the bellow steps to fix this issue.

Temporarily disable firewall software on the computer

• Return to the Print and Scan Doctor window, and then click Network.
• In the drop-down menu, click Troubleshooting Firewalls.
• Click the name of any firewall software on your system that has an Enabled status, and then click Disable.
• Try installing the HP driver and software again.

Click here and refer the document for more steps.

Let me know if that works.

Cheers.

[UMinventor]

OK, after reinstall and all, I now get "An error occurred communicating with the printer."

During install, I selected "Wireless" rather than "USB" since I have an optical printer cable and Scan would not recognize it. All of the wireless questions were answered without issue. 

[sandytechy20]

@UMinventor

Thanks for the reply.

I appreciate your time and effort.

This printer does not have a wireless option.

So you will have to connect the printer with an Ethernet cable or USB cable.

Click here and refer the document to connect using any of these cables.

Let me know if that helps.

Cheers.

[UMinventor]

This becomes worse and worse. I have used Doctor to uninstall, reboot, new install: no print. Repeated Doctor: uninstall, reboot, new install: Reconnect the USB cable. Done. But Doctor will not recognize that it is done. So I try all over, Doctor: uninstall, reboot, new install; now it says "Download Failed" with no other hint as to what is wrong. 

I have spent hours upon hours trying to merely get Scan to work. Why was this software not included in my DVD?

[UMinventor]

Doctor is stuck at the Install Software/Connect the Product screen.

It is asking me to Connect your Product now

1. Make sure the product is turned on and ready.

2. Connect the USB cable now.

OK, I do both and it does not recognize the USB cable that has been working for a couple years and has no damage whatsoever. The screen never leaves this question giving me only the options of "Back" or "X". This is not modern software. Very Frustrating indeed.

[UMinventor]

I rebooted my laptop and tried to run Doctor again and now it keeps saying "Another instance of this application is already running." That is probably true but after giving it permission to run, it's window has disappeared and the app, Doctor, has remained invisible. What a mess.

[UMinventor]

Finally - success! After several more reboots, reinstalls, I tried Troubleshooting and found that the print spooler had an issue. Upon checking it, everything seemed to be correct but I tried Restart and then the print to the printer would work. Also the Scan works. But I now have 3 devices rather than one listed!