HP Scan and Capture stopped working

[ejsj]

All of a sudden my HP Scan and Capture does not work.  I click on the icon, it goes full screen and then disappears.  What 's going on and how do I fix it?

[Rainbow7000]

Welcome to the HP Forums @ejsj,

I came across your post about the scanning troubles you are having on your Windows 10 system, when scanning from your Officejet 7500A Wide Format. See the links below, select which connection type you have and troubleshoot the issue by following the steps. Afterwards you should be able to scan again!:D

Network Scanner Connection is Lost (Windows)

USB Scanner Connection is Lost (Windows)

If you have any troubles, let me know and I will do my best to help.

Hit the "Accept as Solution" if the issue has reached a resolution! Click the thumbs up below to like my post or show thanks to me for lending a hand! 🙂

Best wishes:D

[ejsj]

Thanks for the link.  My computer connections all are reported to be fine.  Drivers all up-to-date.  The Print and Scan Doctor says that everything is working fine.  However, I click on the Scan and CApture icon and it goes to full screen then disappears. This happens also when I try to do it through the AIO remote software.   I don't know what to do next.

[ejsj]

Thanks for the link.  My computer connections all are reported to be fine.  Drivers all up-to-date.  The Print and Scan Doctor says that everything is working fine.  However, I click on the Scan and CApture icon and it goes to full screen then disappears. This happens also when I try to do it through the AIO remote software.   I don't know what to do next.

[Rainbow7000 · Accepted solution]

Hey there ejsj.

Thanks for getting back to me. I am looking for some more information to better understand where exactly the issue is coming from.

When you followed each step of the troubleshooting guide I suggested:

• Were there any issues uninstalling and reinstalling the printer driver and software? If there were any errors or issues, please describe them.
• Did disabling your firewall make any difference at all?
• Can you scan using Paint with out without the firewall running?
• Did any scanning work around work? What were the results when you tried them?
• Can you make black and white copies and color copies?
• Do you have the printer plugged in directly to a wall outlet, avoiding power bars and surge protectors?
• How is the printer connected to your computer (wireless, Ethernet, USB)?
• Have you tried a different connection?

I hope to hear from you with the outcome!

[ejsj]

Thanks for the suggested solutions.  I've tried the links but they don't address the actual problem.  The connection is not lost.  According to Print an Scan Doctor everything is fine. Test scans work from the computer but the Scan and Capture does not work.  I have tried using the Icon and through the AO1 Remote feature.   I don't know what to try next except a new scanner.  If I go that route it won't be an HP as I am so frustrated with them.

[ejsj]

I forgot to say that I completely ininstalled and reinstalled all the Hp software for this printer (disabling the firewall while doing so).  I can scan by opening the printer dialog box and scanning through there but the neat HP Scan and Capture feature still does not work for either phot capture or document capture.  I click on it and it goes full screen then closes out.

[Rainbow7000]

Hello again ejsj, thanks for getting back to me!

The issue sounds to be with the operating system, as the printer itself works fine, and any printer driver related problems would have been resolved with the uninstall and reinstall. An idea I would have next for you, would be to try clean booting Windows and try the scan again. You can also try running a System File Checker scan on your computer to find and fix corrupt registry files. If these two options do not help, contact the computers manufacturer to repair the operating system.

How to perform a clean boot

System file check (SFC) Scan and Repair System Files

Best wishes:D

[ejsj]

Thanks.  I uninstalled and reinstalled one more time.  This time I uninstalled each HP cpmonent separately, help support assistant etc and then reinstalled the drivers.  Now the Scan and Capture is working.   Thanks so much for your help. 

[ejsj]

:smileyvery-happy:Thanks.  I uninstalled and reinstalled one more time.  This time I uninstalled each HP cpmonent separately, help support assistant etc and then reinstalled the drivers.  Now the Scan and Capture is working.   Thanks so much for your help.