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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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‎07-22-2024 06:40 PM

HP Recommended
Product: HP ENVY Photo 7855 All-in-One Printer
Operating System: Microsoft Windows 11

The scanner on the HP envy 7855 won't scan.  HELP!!!

1 REPLY 1

‎07-24-2024 09:46 AM

HP Recommended

Hi @Dogfanman,

 

Welcome to HP Support Community.

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

 

If your HP ENVY 7855 printer's scanner is not working, there are several troubleshooting steps you can try to resolve the issue. Here's a guide to help you get the scanner up and running:

1. Check Connections and Power

  • Ensure the Printer is On: Make sure the printer is powered on and connected to your computer or network.
  • Check Cable Connections: If you're using a USB connection, ensure the cable is securely connected to both the printer and the computer. For network connections, ensure that the printer is connected to the same network as your computer.

2. Restart Devices

  • Restart the Printer and Computer: Turn off the printer, unplug it, wait for a few seconds, plug it back in, and turn it on. Restart your computer as well.

3. Check for Error Messages

  • Printer Display: Check the printer's display panel for any error messages or alerts that might indicate the issue.

4. Update or Reinstall Printer Drivers and Software

Outdated or corrupted drivers can cause scanning issues:

  1. Uninstall Existing Drivers: Go to your computer's settings, find the printer under devices or printers, and uninstall it.
  2. Download the Latest Drivers: Visit the HP Support website and download the latest drivers and software for the HP ENVY 7855 printer.
  3. Install the Drivers: Follow the installation instructions and ensure that the drivers are correctly installed.

5. Check Scanner Software and Settings

  • Use HP Smart App: If you're using the HP Smart app, ensure it's up-to-date. Open the app and try scanning from there.

6. Run HP Print and Scan Doctor

HP provides a diagnostic tool called HP Print and Scan Doctor, which can help identify and resolve issues:

  1. Download and Install: Download the HP Print and Scan Doctor from the HP website.
  2. Run the Tool: Open the tool and follow the on-screen instructions to diagnose and fix scanning issues.

7. Check for Scanner Lock

Some scanners have a physical lock mechanism to protect the scanning mechanism during transport:

  • Locate and Unlock: Refer to the printer's user manual to find the scanner lock and ensure it's in the unlocked position.

8. Check for Firmware Updates

  • Update Firmware: Check for any firmware updates for your printer model on the HP website and install them if available.

9. Try a Different Computer or Network

  • Test on Another Device: If possible, try connecting the printer to a different computer or network to see if the issue is specific to one device or network.

10. Reset the Printer to Factory Settings

  • Factory Reset: As a last resort, you can reset the printer to its factory settings. This will erase all settings and configurations, so use this option carefully.

I hope this helps.

 

Take care and have a good day.

 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

Rachel571

HP Support

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Sneha_01- HP support
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