I can print but not scan

[Bzymama3]

I have an HP Envy 5660. I'm using a new desktop with windows and had to add the printer to this computer. For whatever reason it came up as HP ENVY 5640 (I did not see 5660) so I clicked on that and I added it. All seems to be fine when I'm printing but I am unable to scan. When I go into HP Smart and I try to add the printer, it searches and finds HP Envy 5640 and it tells me its offline. How can it be offline if I'm printing without any problems. Please help.

[Dragon-Fur]

@Bzymama3 

Welcome to the HP Community Forum.

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@Bzymama3 wrote:

I have an HP Envy 5660.

I'm using a new desktop with windows and had to add the printer to this computer.

For whatever reason it came up as HP ENVY 5640 (I did not see 5660) so I clicked on that and I added it.

All seems to be fine when I'm printing but I am unable to scan.

When I go into HP Smart and I try to add the printer, it searches and finds HP Envy 5640 and it tells me its offline.

How can it be offline if I'm printing without any problems. Please help.

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Not sure what happened, though it is true that the 5640 is not the exact same model as the 5660.

I would guess that the HP Smart Application cannot find the printer it expects ( HP ENVY 5660 e-All-in-One Printer series   ) and (that) the app cannot "change gears" to install a printer it cannot detect.

Supported version of Windows

Not sure whether you can double load the proper printer software on top of a driver installed for the 5640 -- if you have trouble,

Uninstall the printer software for the 5640

Next,

Consider Restarting everything including the router that controls your network

At the least: Restart the computer and log in 

Next,

Install the full driver printer software using the Web Pack Installation package for the 5660.

Details / How-to

The Full Feature Software / full driver printer software is available for your printer.

Full Feature Software - Web Pack Installation Package - Information and Download

HP ENVY 5660 e-All-in-One Printer Series Full Feature Software and Drivers 

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Basic Instructions - Install the Full Feature Software / Full Driver printer software

Preparation

• If the printer software is still / already installed, Uninstall the printer software  from Control Panel > icon view > Programs and Features > Restart the computer and log in – Reference Uninstall HP printer software and drivers

• >>> After the printer software is uninstalled, check that the printer is not still lurking in Devices and Printers.  If the printer is listed, Right-Click on the printer and "Remove" > Restart the computer and sign in.

Continuing

• If using VPN, shut it off to install software.  NOTE >> If you don’t know what this is, you are not using a VPN – ignore this part.

• Reminder:  If using USB cable between printer and computer, disconnect the cable before installing software.  Later... Connect the cable when instructed (near the end of the installation procedure).

Next,

Installation

• Download and Save the Full Feature Software Web Pack installation package
• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• If using a USB printer cable to connect the printer to the computer, connect the cable when instructed to do so, near the end of the installation procedure
• After the software is installed, Restart the computer and log in

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HP Printer Home Page - References and Resources

Learn about your Printer  - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP ENVY 5660 e-All-in-One Printer series 

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