HP Scan isn't working

[JLH1224]

My HP Scan and Capture isn't working.  I receive a General Failure message.  I have unplugged the 2855 E and restarted.  No change.  How can I make the scanner work?

[Raj_05]

Hi @JLH1224,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If your HP DeskJet 2855e All-in-One printer's scanner isn't working and you're encountering a "General Failure" message in the HP Scan and Capture app, here are several troubleshooting steps you can try to resolve the issue.

Check the Printer Connection

• Ensure that your printer is properly connected to your computer or network via Wi-Fi or USB.
• If you're using a USB connection, try using a different USB port on your computer.

Update Printer Drivers

• Visit the HP Support website and search for your printer model (HP DeskJet 2855e).
• Download and install the latest drivers and software for your printer.

Check for Software Updates

• Ensure that your HP Scan and Capture app is up to date. You can check for updates in the Microsoft Store if you’re on Windows.

Reinstall HP Scan and Capture

• Uninstall the HP Scan and Capture app from your computer.
• Reinstall it from the Microsoft Store (if using Windows) or download it from the official HP website.

Restart the Print Spooler Service (Windows)

• Press Windows + R, type services.msc, and press Enter.
• In the Services window, locate Print Spooler, right-click, and select Restart.

Use HP Smart App

• Download and install the HP Smart app from the Microsoft Store or HP’s website.
• Use the app to check the connection to your printer and scan a document.

Reset the Printer to Factory Defaults

• If none of the above steps help, perform a factory reset on the printer:
  • Turn the printer off.
  • Press and hold the Cancel and Wireless buttons simultaneously while turning the printer back on. Hold for about 10-15 seconds until the printer resets.

[Raj_05]

After resetting, try scanning again using HP Scan and Capture or another method like the HP Smart app.
 

Check for Windows Scan Issues

• If you're using the Windows native scanner app, make sure that the scanner is selected correctly.
  • Go to Settings > Devices > Printers & Scanners, select your HP DeskJet 2855e, and choose Manage.
  • Try scanning directly from there.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support