HP Scan will not work

[E92Vancouver]

A couple of things. Just bought this printer yesterday and the warranty status online says it is expired. Apparently this printer was manufacturerd over a year ago but I bought i brand new from Staples.

More importantly, I can not get HP Scan to work on both my laptop and desktop. I would like to think I am pretty technical with computers but this has stumped me.

I always get this message:

I have downloaded HP Scan and Print Doctor 5.0.  This will run on my desktop but does not fix the problem. Test Scan will not work. On my laptop, when I run it, it can find the printer but when I run the utility, it just jams at this screen:

I can access the printer with HP smart and via the IP address. Printing works fine. 

I have setup Scan to Network Folder and this works fine:

So why can't I get HP Scan to work. This is the feature I want to use.

I called HP and they are closed. Their recording says to go to:

hp.com/go/getsupport

But when I go to this website, my virus software tells me the certificate is untrusted:




And if I click allow, I get this:

Has the HP website been hijacked?

This HP experience has been a big waste of time for me and is very frustratiing. Can anyone please help me. If you can, I will paypal money to you.

[banhien]

Hi,

I did post my comment few times about Windows 10  updates"kill" many printers, my loan printer is one of the Windows 10 updates victims. I've got a loan HP Officejet Pro 8730 printer which is 3 months old this week.

On its first few weeks, I tested it with all devices I've got at home (Dell laptops, HP laptops, Lenovo laptop, Asus laptop, Microsoft Surface, Samsung tablets, HP tablets, Windows, Android, Apple phones .... and even my cameras because this printer has NFC). They run Windows 7 Pro, 8.1 Pro, 10 Pro, 10 Home , 10 Mobile ... No problem what so ever.

Lask week or the week before. I ran Windows 10 updates on few machines and that when the problem started. HP Print and Scan Doctor (a software I trust) failed me on one laptop, it can't find the printer when Scan, no problem with Print.

Now, back to my comment and I think still valid one way or the other:

Firstly I'd like to clarify: I'm not working for any hardware or software vendor. Your printer/scanner had been working perfectly for few years or even decades and now it won't do anything or only few things because of a new Operating system.

Microsoft, Apple will never say "Warning: Using this new product, your existing hardware may NOT work at all". They only say their new products will blah blah ....They promise everything then put all the unhappiness, blames to hardware vendors.

Now, please try HP Scan Extended using the following software

     ftp://ftp.hp.com/pub/scanners/HPScanExt/HPScanExt.msi

Once it's downloaded and installed, for Windows 10:

(a) Hit Win key,
(b) Scroll down to HP group/folder,
(c) Double click "HP Scan Extended"

Regards.

[E92Vancouver]

Do you have an HP website link where I can get this HP Scan Extended software? I am kind of concerned about downloading viruses. Thanks!!

[E92Vancouver]

Thanks for your assistance. HP Extened Scan did not work either. I get the same error message. It can't find the printer.

[sabretooth04]

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@E92Vancouver wrote:

Do you have an HP website link where I can get this HP Scan Extended software? I am kind of concerned about downloading viruses. Thanks!!

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Just click on the link above.

[E92Vancouver]

Thanks. The software does not work. Same issue. Software can't find the printer.

[E92Vancouver · Accepted solution]

I called HP tech support. For Windows 10 they recommend that I use:

https://www.microsoft.com/en-ca/store/p/hp-scan-and-capture/9wzdncrfhwl0

It works!