HP Scan software started to run very slowly

[NeilFromOz]

Since last Windows update (but not necessarily immediately after) the "HP Scan" software is taking 30+ seconds to load and after scanning several minutes (not exaggerating) to navigate in the file save dialog. 

Printing is fine.

I am using a recent PC with heaps of resources with no other speed issues.

The software has worked fine on the same PC for years.  This just happened recently

I have not changed antivirus or firewall software or settings.

I have uninstalled and reinstalled the drivers as per recommendations for similar problems with no change.  I am aware of HP Smart Scan but that does not have the features of the original HP Scan software, like scanning double sided.

Any help most appreciated.

Neil

[asmita6658]

Hi @NeilFromOz

Welcome to the HP Support Community. I'd be happy to assist you with the scanning issue. 

Let's try these steps - 

Download and install HP Print and Scan Doctor, it is a Windows tool to fix printer issues. 

If the issue still persists, try re-installing the printer driver -

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

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

6. Open 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 Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here.

15. Click on the downloaded file and follow the on-screen instructions.  

If the issue still persists, check Windows Image Acquisition settings - 

1. In Windows, search for and open View local services.

2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).

3. Look at the Status and Startup Type values.

If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. 

If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[NeilFromOz]

Hi,

Thanks for the reply.

Despite having done all these steps before, I have repeated them.

HP Print and Scan Doctor found no issues.

So I

- uninstalled the HP driver

- removed the printer

- removed the driver

- rebooted.

- checked Windows Image Acquisition was running and it was

Then I tried to load the drivers from the link you gave in your reply which donwloaded the file (HP_LaserJet_Pro_MFP_M227_series_and_Ultra_MFP_M230_Printer_Series_20190718.exe) but this was only an updater.

So I loaded the driver from (HP_Color_LJ_Pro_MFP_M277-full-solution-15343.exe)

I then used the updater to update the firmware on the printer just in case that was what you intended me to do.

Now I cannot get the printer to work over WiFi.  Scanning works over WiFi with HP Smart and scanning from the printer to a network folder works over WiFi, but printing does NOT????  Now I can only print if I have a USB cable in. 

Also I cannot get HP Scan to load over WiFi or USB????

So this change is pretty annoying.

As far as my original problem goes it seems to be the HP Scan software is somehow being slowed by something.  When I waited for it to load and got a scan of one page, I timed how long it took to bring up and populate the save dialog.  It was 95 seconds.  Then clicking the drop down box to change folder took 15 seconds to populate the list.  Both the opening folder is on my local PC and all other file system access is working in all other apps OK.

I am going to uninstall everything again and reload from my original HP Disk to see if I can get the printer working over WiFi again.  (I hope the new firmware has not given me a permanent problem.)

I will keep you posted but I am not hopeful this will cure the problem with HP Scan as I have already rolled back this way.

By the way I run HP Update and would have taken any previous updates.

Regards,

Neil

[asmita6658]

@NeilFromOz

Please try HP Smart app - HP Printers - Install and Use the HP Smart App

Try assigning a manual IP. Refer to this video link for step by step instructions. 

If the issue still persists, try adding a TCP/ IP port - 

1) Print a Network Configuration Report from the Printer Settings or Wireless menu.
2) Right-click your printer, select Printer Properties, click the Ports tab and then click Add Port.
3) Select Standard TCP/IP Port, and then click New Port.
4) Follow the instructions to add a new port using the information listed on the Network Configuration Report.
5) Try printing.

Let me know. 

[NeilFromOz]

Hi,

Thanks for your response.

I have reinstalled everything from a clean start and I am back to where the problem is.

So this is what is working with WiFi connection (USB not connected)

- I can print fine and response is good as it always has been.

- I can get a Scan in a good response time using the HP Smart application

- I can send a Scan from the printer control panel to a network drive.

All of this works well which indicates to me that there is no connectivity issue between PC, router and Printer.

What used to work fine is the HP Scan software that came with the printer.  As mentioned before I want to get this working as it has functionality not available with either HP Smart or direct scanning from the printer.

The HP Scan software, which has worked perfectly since January 2017 is the only problem.  It does communicate with the printer and will eventually function but with times as below.

- over 30 seconds to open

- when I scan it takes longer than normal to initiate but is acceptable. Once scanning starts it works fine.

   HOWEVER, clicking on the Save button takes more than 95 seconds for the save dialog to be populated.  Then any change to folder paths or scrolling a list takes about 15 seconds per click.  This is unworkable.

During these long waits, Task Manager does not show any unusual activity and if I use a different application, like Word, then do a file save, the dialogs in that application function in their normal near instantaneous manner.

When I watch Task Manager after first starting the HP Scan application, it does not even show in the list of Apps in Task Manager until a split second before it loads.

When I click the Save button in HP Scan, in Task Manager the HP Scan application shows many "not responding" messages (for your interest)

So to me something has changed, presumably since the last Windows update that is causing a problem for HP Scan.

Is there any diagnostic software HP has that can watch exactly what happening with HP Scan?

Time permitting I will try a fixed IP address, but I am not hopeful because I have always allowed the router to assign adresses to the printer without a problem.  Plus printing and scanning (with HP Smart) from PC and printer all work.

Any more thoughts appreciated.

Neil

[asmita6658]

@NeilFromOz

Appreciate you trying the steps. I'd suggest you Contact HP in your region regarding this issue.

Have a great day!