HP Scan and Capture stopped working

[DWinx]

I have HP Scan and Capture app installed my Windows 10 Home version 1703 64 bit. I have been using it successfully with my HP Photoshop Plus B209a-m printer for a few years now. It survived upgrade from W7 to W10 to W10v1703.

The printer is connected using WIFI. It appears online at the PC devices control panel

Today when I open the application it complains that it can not find the device ( it is online).

I tried having it search. It couldn't find the printer.

I tried selecting the IP address directly. It didn't find the printer

Here is the next level for what I tried:

1. Cycle power to printer

2. Restart computer

3. Remove and then add the printer back in the Devices and Printers Console

4. Uninstall and Reinstall the Scan and Capture App.

I checked the Printer driver for updates, I have the latest.

I opened the Printer's Web console using the IP for the printer in my browser. I was able to scan using the Webscan feature of the printer portal.  Point here is that my browser sees the printer and scanner.

I can't do prints from the printer. The Ink System has been in failure mode for over a year.  I only use it to scan.

I've tried the various HP and Windows troubleshooters, nothing shows up.

I tried using the native Windows Fax and Scan app and it cannot find a scanner either.

Something is just not connected and I do not know how to figure this out.  Can anyone here give me another clue?

[greenturtle]

Hi,

Thanks for using the HP Forums. Can you try the following:

Please Download and run the HP Print and Scan Doctor (PSDR) tool to diagnose and fix your problem

http://h20180.www2.hp.com/apps/Nav?h_pagetype=s-926&h_lang=en&h_client=s-h-e016-1&h_keyword=dg-PDU

Hope that helps.

[DWinx]

I ran the PSDR.  It found nothing and merely suggested that I install the full HP package which I did. 

The  HP Scan and Capture application still doesn't see the scanner.  Interestingly it does see a logitech webcam that is connected to the system.

I really need the flatbed scanner to work as I do a lot of document scanning.  

While it is not convenient, I am considering uninstalling the printer completely and reinstalling it on a USB, even though I can see it in the devices control panel connected as it is with WiFi.

[DWinx]

One other clue.  It never occured to me to check the Device Manager under Imaging devices until just now.  The scanner does not show up there. I seem to recall from time past that it was displayed there. 

[greenturtle · Accepted solution]

Hi,

Can you download and install the FULL feature printer software from HP for your operating system:

The following resource will help you :

http://123.hp.com/us/en/

Key in your printer model, Operating System and download & install the FULL feature software.

Once you have downloaded and installed the FULL feature software, you will be able to print and scan.

(note that the FULL feature software is not HP Scan and Capture)

Hope that helps.

[DWinx]

Thanks for the advice.

Short of it - I got the scanner back after reinstalling. Unconvinced it was necessary.

Long of it - Eventually I bit the bullet, uninstalled all printer software (this wasn't simple) and then reinstalled the full package downloaded from the site.  I did customize to install just the imaging software.

There were a few hiccups during the installation.  It requested that I restart 3 times and the uninstall crashed with a simple debug or close option.  I closed and then used the Windows Control Panel->Programs and Features ( Yes I prefer this over the Windows 10 Settings->Apps and Features) to remove whatever HP stuff was left.

I selected Wireless install and it showed the printer in a list. I selected that and it continued only to fail with a message indicating that the device was disconnected. It asked that I correct the problem and retry. I tinkered and Retried a couple of times and it failed each time.  I gave up and hit Next and the installation proceeded. When it finished, it launched the HP Solution Center and showed that the Ink System Failed.  I knew that but this indicated that the computer was talking to the printer.  

I tried scanning from the Solution Center et voila. It worked!

I then tried scanning from the HP Scan and Capture and that worked. Hurrah!

I had moved the printer next to the computer so I could use the USB ( which turned out to be unnecessary), so I shut it down and moved it back to its original location. I powered it back up and tested the HP Scan and Capture App and it couldn't find the scanner again. Drat!

I cycled the power on the printer and waited until the wireless light came on and then brought up the solution center.  It still showed it disconnected.

I poked some of the touch keys on the printer display (not that I think this had any affect), it was still displaying the fault on the ink system and requesting a printer restart.

I looked back at the HP Solution Center and suddenly it was showing the Ink System failure.  I tried a scan and it worked.

I tried the HP Scan and Capture app and it worked.

I suspect gremlins but for now the thing is working again.

Now here is some advice for whoever wrote the installer for this.  Egad man what were you thinking?  I used to write installer programs for our consumer products. I am sure that when the Sun Moon and Stars are aligned properly this all works very nicely, however when it breaks down you need to provide a clue so that the user will be able to decide what to do next. "The installer has crashed. Would you like to Debug or Close." Is not sufficient information.

Rebooting 3 times is a bit excessive. 

Also, I would have given folks the option to select Just the Necessary components or Full Monty version. Personally I don't want a lot of extras installed (notice I didn't use the perjorative "bloatware" but I was thinking it).  Note that I found how to select just the stuff I wanted but it wasn't obvious.  Most of the installers I wrote gave folks a Recommended (Full Monty) or Advanced (customized selection) option if not all of the installed components were not necessary for the product to work.

[deocoten]

A very detailed guide. thank you

http://namkhoahungthinh.com/

[greenturtle]

Hi @DWinx,

Glad to hear that your issue is resolved and all is working well now.  Thanks also for your candid feedback.

Have a nice day!