HP envy 4502 won't scan

[f31]

The printer won't scan either through HP software or directly from printer via 'scan-to-computer'.
Did following troubleshooting:
1. unplugging and replugging ( into wall outlet)
2. uninstall and reinstall of HP envy software
3. utilized HP print and scan doctor ( result: driver error; suggested troubleshooting: power off and on printer and restart computer; still doesn't work).

Any advise is appreciated.

[Gemini02]

Greetings @f31,

Thanks for accessing the HP Support Forums for extra support! I see that you are experiencing issues scanning. I will do my best to assist you with this issue.

Did you download and install the latest driver? Here is the link:  EN4500_198.exe

Please try the steps listed in the document for the type of connection you are using:

• HP Printers - USB Scanner Connection is Lost (Windows).

• HP Printers - Network Scanner Connection is Lost (Windows).

How is the printer connected?

If this helps you to reach a solution, please click the "Accept as Solution" button. If you wish, to say thanks for my effort to 

help, click the "Thumbs Up" to give me a Kudos. Please let me know the outcome. Have a nice day!

[f31]

Gemini02,

Thanks for your post.

I tried everything listed on the post. I still get driver error.

HP PRint and Scan Doctor recoomends contacting HP customer care.

[Gemini02]

Hi @f31,

Please let me know how the printer is connected.

Try installing the basic driver to see if you have the same result: EN4500_Basicx64_198.exe

Thanks!

[f31]

Hi gemini02,

I tried printer connections via USB and wireless network. Also installed the basic driver. Still same results. Scan driver won't work. I can still print just fine.

Please see driver error below.

After restarting and running the doctor it says to contact HP customer care.

Thanks!

[Gemini02]

Thanks for providing the screen shots @f31.

Since you are still getting the driver error, please uninstall the printer one more time.

Then perform a clean boot on the computer and turn off the Antivirus Software: How to perform a clean boot in Windows.

Then run the installation again for the USB connection. That way we can rule out any network connection or firewalls.

Don't turn anything on just yet, try scanning again from the HP Scan Software and from Paint.

Let me know the results.

If you still can't scan, please run the PSDR again to see if you still get the driver error.

What Antivirus Software do you have?

Thanks!

[f31]

Hello gemini02,

I get same rrors ( as previous screenshots) with clean boot.

I installed USB driver only.

PC has Norton anti-virus.

Thanks!

[Gemini02]

Hi @f31,

Check the Device Manager to see if the imaging device for the scanning driver was installed: How to open Windows Device Manager.

Click on View across the top and select show hidden devices. Open imaging devices,  it should list the printer name there. Let me  know how it is listed.

Can you make a copy?

Let me know if the printer is still in warranty.

Thanks!

[f31]

Hi gemini02,

thanks for quick response.!

I can't see printer in device manager.

I alos can't use COPY fucntion.

Printer is not in warranty.

[f31]

Please disregard my earlier response.

I can see the printer listed in imaging devices in device manager.

had to restart the computer.