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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎01-18-2022 10:45 AM

HP Recommended
Product: officejet pro 7740
Operating System: Microsoft Windows 11

HP officejet pro 7740 refuses to scan - it says scanner is busy to wait for previous job to finish. there are no previous jobs. HP doctor cannot resolve the problem. uninstalled all drivers and software related to hp from computer, disconnected printer, started set up from scratch downloaded latest drivers and software from HP support. problem persist both with HP smart and with the basic software. Message says scanner is busy. trying to scan from printer to computer gives same message scanner busy with another job. HP virtual assistant support is useless, no help from HP available they sent me here for help. 

Category:
1 REPLY 1

‎01-21-2022 01:54 PM - edited ‎01-22-2022 09:56 AM

HP Recommended

@AmericanLimo

 

Welcome to the HP support community.

 

I understand that you are getting a scanner is busy error, I am glad to assist you.

Check the scanner bar functionality: partially lift the scanner lid, and then press the Copy button or icon. If the scanner light does not illuminate or move across the glass then it should be a scanner issue.

 

Meanwhile:-

This seems to be a driver issue, follow these steps to fix the issue.

Perform root level uninstallation to remove all the printer related software's.

  • In Windows, search for and open Programs and Features.
  • Select your HP printer.
  • Select Uninstall.
  • In Windows, search for and open Devices and Printers.
  • In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
  • Open up the run command with the "Windows Key + R" key combo.
  • Type printui.exe /s and click OK.
  • Click on Drivers tab.
  • Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
  • Select OK.
  • Remove all instances of the same.
  • Select Apply and OK on the Print Server Properties windows.
  • Close Devices and Printers. 
  • Restart the PC again.

Download and install the printer using HP Smart app

Click here to download

 

Update the printer firmware to install the latest updates

Here are the steps:- Click here

 

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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