I have HP OfficeJet Pro 9010 - I can print but cannot scan and I refuse to keep uninstalling softwar

[coacheuc]

I refuse to keep uninstalling and installing this freaking software.  I am able to print.  I installed HP Smart years ago. I am unable to scan. I keep getting driver check not completed.  Other than take a hammer to this machine and buy a printer from another company I don't know what else to do.  I've done everything suggested and can even print from the HP Smart commands - I just want to know how to fix the scan problem so I can scan documents to my computer.

[Dragon-Fur · Accepted solution]

@coacheuc 

Update / Edits >> Add Information > TCP/IP connection

There might actually be a "disconnect" -

If you have not done so,

Restart everything, including the router that controls your network.

What else?

Check the printer itself - try a Reset / Restart

Check the Firmware

> Change the connection type to TCP/IP

Reinstall software - this time add the Check and Remove Section as described later in this message

Go...

The printer itself might be stuck - doubtful since you can print, but scanning is very resource intensive, so "maybe".

If you have not done so,

Printer Turns Off Unexpectedly or Repeatedly

Step 2 - Restart the printer

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At this writing the latest Firmware update is dated Apr 20, 2022 and is likely installed.

IF not,

HP OfficeJet 9010/OfficeJet Pro 9010 All-in-One Printer series firmware update

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Method – Add printer using TCP/IP

Add the printer using the printer’s IP address

Find the IP Address of the printer on the Printer Control / Display Panel (touch Wireless button)

Control Panel > icon view Devices and Printers

Click in the top ribbon, Add a Printer

Wait till the menu starts…
Select / Click The printer that I want isn’t listed
Select / Click Add a printer using a TCP/IP address or hostname

Select / Click Next
Device Type > Select in Drop-Down Menu:  TCP/IP Device

Hostname or IP Address > Enter the IP Address of the printer

(Skip Port Name)

Select / Click Next

Continue and answer prompts

OR

Method - Create TCP IP port

TCP/IP can resolve odd connection, scanning, and installation problems.

Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

How-to “Create TCP Port” Contributed by  greenturtle:

Find the printer's IPv4 address

Print a Configuration Page

OR

Tap on the wireless icon on the Front panel of your Printer to get the IP address

Control Panel, from Devices and Printers

Right-Click the printer and Left-Click Printer Properties

Tab Ports

Click Add Port

Select Standard TCP/IP Port

Select New Port and follow the instructions

Type in the correct IP address for the printer

How-to “Create TCP Port” Video Contributed by  greenturtle
Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port within the Ports tab (in Printer Properties)

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What else?

The software installation might be having problems with "stuck pieces" left over from a previous installation attempt.

Windows Updates can also cause an occasional tangle in the software.

If you decide you are willing to try again,

Uninstall the printer software

Restart the computer and sign in

Next...

Add the steps in the "Check and Remove" section.

The Detailed Procedure – “All the bits and extra steps”

Consider using this method when there are problems reinstalling the software.

Start - “All the bits”

Printer Software – Blocked in Security Software

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

Uninstall Existing Printer Software (Full Feature Software)

Uninstall HP printer software and drivers

Control Panel > icon view > Programs and Features >

Find / Select > Uninstall the printer software

Restart the computer and sign  in

Reminder: 

Windows > Uninstall HP printer software > Restart.

Next,

Open Control Panel > icon view > Devices and Printers

Check > If the printer is found, Right-Click and Remove the printer

If you have to "remove" the printer, next:  Restart the computer and sign in

NOTE:  If software will not uninstall, appears to be removed and is “still hanging around” after you uninstall / Restart...

Microsoft:  Fix problems that block programs from being installed or removed

OR

Revo Uninstaller (Free version)

then

Restart the computer and sign in

Check and Remove Section

Reminders

• After all checks > If any changes are made > Restart the computer and log in
• Can't stand it?  Do the first one and ignore the others - see how it goes

Check / Remove - Printer Drivers – Lurking in Devices and Printers

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

(Top Ribbon) Click Print Server Properties > tab Drivers

Select each unwanted entry > Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

Check / Remove – Printer folder/files in C:\ ProgramData

Open File Explorer > Navigate to C:\ProgramData > Open folder Hewlett Packard

Delete any Printer related folders / files

Check / Remove - Printer Software – Lurking in the Device Manager

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Check / Remove  - Printer Software – Lurking in the User Account

Clear HP / files in Temp folder

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (Ignore files that cannot be removed)

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Manual Queue Reset

Optional – Add this procedure only if there are continuing issues…

Windows 10 / Windows 11

Windows Start > Search for “Services”

Optionally Right-Click and Pin to Start / Taskbar > Open Services App

Windows 10

Control Panel > icon view > Administrative Tools > Services

Next,

Scroll down, find, Right-Click, and Stop Print Spooler Service

Open File Explorer (formally Windows Explorer)

Navigate to the folder and Delete any files found in folder C:\Windows\System32\spool\PRINTERS

Start Print Spooler Service

End Check and Remove Section

After all checks are completed > Restart the computer and log in

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Installation – Full Feature Software

Video Help

HP OfficeJet 9010 | 9015 | 9018 | 9019 : Download & Install HP Full featured software

OR

Download and Save

HP OfficeJet Pro 9010 EasyStart Printer Setup Software – Offline Use Only 

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

Preparation

• 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.

• Not working?  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

Check:  After the printer software is uninstalled, check that the printer is not still lurking in Devices and Printers.  If found, Right-Click on the printer and "Remove"

• 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).

Installation

• Download and Save the Full Feature Software installation package or the Easy Start Software
• 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 Easy Start > When asked, opt for "Full Driver" (exact wording might vary).
• If using Easy Start > Skip any extra software / offers you do not want (wording varies).
• After the software is installed, Restart the computer and log in

NOTES

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

Preparation > Check / enable the printer as the “Default Printer”

Settings > Devices > Printers and scanners

UNCHECK (clear box) Let Windows manage my default printer

Select (Left-Click) your printer from the list of printers > Manage > Set as Default

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

References / Resources

"Technology Tips" Officejet Pro 9015

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), more

Open

HP OfficeJet Pro 9015 All-in-One Printer 

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[coacheuc]

Wow - this was a very thorough response.  Thank you for taking the time to add all the possibilities.  I am not technology savvy so it was a lot to digest.

After more than 4 hours of messing with the instructions I ended up reinstalling HP Smart and the drivers.  That seemed to work and I'm now able to scan. 

What I really and truly wish would happen is that we get notification there are updates to the drivers from HP.  I'm tired of going through this every time they update their software.  It's not the first time - just the first time I went to the community because of course I have no warranty remaining and I refuses to pay HP another penny.  I will never buy another HP product again.  That's my ultimate solution.

[Dragon-Fur]

@coacheuc 

You are welcome.

True - A complete removal and reload of the printer software frequently resolves spurious issues of this type.

I am glad it's fixed.

What?

Windows Updates and other changes in Windows can play havoc with any installed software - the extent to which this is true depends on how thoroughly the particular software is integrated into the Windows OS  File System. 

Printer software is more vulnerable to File System changes than a completely self-contained program.

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Notifications

"Tell me what is going on!"

Register for HP Alerts to receive email alerts for your device(s).

For those reading, 

Find bulletins / Notices that are relevant to your device

• Subscribe to HP Alerts

Get connected with updates from HP

and / or

• Check for information at your computer's support website

Open Support Home

Enter the name of your device

When the website support page opens, select Category Bulletins and Notices (wording may vary)

Caveat

Not sure whether HP Alerts would catch a simple printer software driver update.

I generally check (manually) for a new printer software version if I need to reload the printer software. 

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What else?

HP Support Assistant might properly check for "printer software updates" -- it is, in fact, supposed to do this.

That said, the HPSA usually works but might catch you unaware and try to install an update when you don't want it done.

Auto Updates can be disruptive - particularly if the "update" is a BIOS update - these fussy updates are risky at any time.

So - choice:  Check for a new printer software version when you need it or let the HPSA try and take care of it.

My personal choice: 
Leave HPSA installed but switch OFF the Automatic Updates feature so the HPSA doesn't try to sneak in an "update" my running system when I don't want it done.

Regardless, HPSA is a separate subject and one you can ask the Community about if you decide to do so.

Reference

Download, Save, Install the latest supported HP version of the HP Support Assistant

Website / Information / Video / White Paper / Download

HP Support Assistant

Technical white paper - HP Support Assistant 9.0

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"Never"

Opinion:  The HP Community provides a vital public service for those of us "out of warranty". 

Standard Warranty on most every device is for specific hardware issues - software is not generally covered.

Most times, we help ourselves and each other.

Grumble...

Sure - we do not judge what people purchase or use.

Stick with us or move on -- we respect your choice.

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[coacheuc]

Thank you DragonFur - you have been more helpful than all the other HP contacts I've made since I started my business in 2003. I am glad you answered my post and provided all this information.  I really appreciate it.