I have two scanners listed in my scanning Application and one works

[zeke56]

I have a new Envy 6555e all in one printer. I'm using it on Ubuntu 24.04 with the standard Document Scanner app. The app has a drop down list of scanners, which shows two scanners. However I only have one actual printer/scanner. I have also noticed that only one scanner works when chosen for scanning in the app:

Scanner 1 is named eSCL HP Envy 6500e series [AAC1A6]. I gather this is scanning using eSCL protocol. This scanner works.

Scanner 2 is named HP Envy 6500e series [AAC1A6]. I.e. the same as Scanner 1 w/o the eSCL. I gather this is using some other protocol. This scanner does not work. It apparently communicates, but returns an error stating that the doc feeder is empty, even when there are documents in the feeder, even when I'm not using the feeder. 

This situation isn't a huge deal, given that one scanner unit works. It's mainly just confusing. All things considered, I would also simply like the device to work properly, or understand what I'm doing wrong.

thanks

[Alden4 · Accepted solution]

Hi @zeke56,

Welcome to HP Support Community.

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

It seems like you're encountering a dual-scanner setup due to the two different protocols supported by your HP Envy 6555e printer. Here's a breakdown of the situation and a few steps you can try to resolve the issue.

• Scanner 1 (eSCL HP Envy 6500e series [AAC1A6]): This scanner works and uses the eSCL (Enhanced Scan to Cloud) protocol, which is commonly supported on newer HP printers. This protocol is likely the one you're intended to use for standard scanning operations.
• Scanner 2 (HP Envy 6500e series [AAC1A6]): This is the same device, but it's showing up with a different protocol (likely using WIA or SANE for Linux scanning), which might not fully support all of the printer’s scanning features. It could be why you're seeing the error message about the document feeder when it isn't in use.

Steps to address the issue.

Disable the non-functional scanner: Since Scanner 1 works, you can try disabling or removing the second, non-functional scanner from the Document Scanner app to avoid confusion:

• Open Settings or Devices in your system settings.
• Go to Printers or Scanners, and look for the HP Envy 6555e entry.
• If possible, remove or disable the entry that corresponds to the second scanner (the one without eSCL).

Ensure you're using the right protocol: Stick with the eSCL-based Scanner 1, which is the preferred and functional one. In most cases, eSCL is more reliable and up-to-date compared to the older scanning protocols (e.g., SANE or WIA). If the scanner app allows it, ensure that eSCL is selected for scanning.

Check if the document feeder error persists:

• Since the second scanner seems to be showing errors related to the document feeder, even when not in use, it may be an issue specific to that scanning protocol. Ensure you're not selecting the second scanner.
• If you inadvertently select the second scanner, it might be defaulting to the document feeder by mistake.

Update your drivers and software:

• Ensure that your HPLIP (HP Linux Imaging and Printing) driver is up to date. Sometimes issues like this are fixed with updated drivers. You can update HPLIP with:

sudo apt update
sudo apt install hplip
 

• You can also check if there are any available updates for your printer in the Printer Settings.

Try an alternative scanning tool:

• If the standard Document Scanner app continues to show issues, you could also try XSane or Simple Scan, which are commonly used for scanning on Linux and might offer better compatibility.

By following these steps, you should be able to clarify why two scanners are appearing and ensure that you're only using the one that works.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[zeke56]

Hello and thanks for the detailed suggestions @Alden4. 

I've turned off all the options except eSCL in the remote scan settings page of the embedded web server. This doesn't change anything. I'll note that  Scanner 2 disappears from the scanner app list for awhile after experiencing an error, but it always comes back. 

As far as I can tell there is no way in the ubuntu 24.04 gui to disable scanners. 

I believe hplip is at the latest version in the ubuntu 24.04 standard repositories (3.23.12). I found a newer version of hplip at the HP development portal (3.24.4). As I recall, the release notes for the newer version list 23.10 as the most recent ubuntu release supported. I'm guessing this is related to my issue. For now, since I can get one scanner to work  and that's all I really need, I believe Ill let it go for now.

thanks  again

[Alden4]

Hi @zeke56,

Thank you for your response, 

Is there anything else that I can help you with today?

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a great day ahead!

Alden4

HP Support