Install gets stuck

[TinaW1]

When I bought the printer last fall, it installed alright. A few days ago it scanned one PDF file for me, but then it wouldn't scan another one. I went through troubleshooting and it looked like I needed to uninstall and reinstall the drivers. I did that and it scanned OK.

Today, when I tried to scan a document, it kept giving me error messages, such as "no paper in document feeder" (but there was!) or "You need a W/A driver to use this device." I have spent the last 3 hours trying to get this to work. I've gone through the installation process, which gets stuck and says ERROR because it took too long. I've tried that 3 times, each time it took about 20 minutes to go through the installation screen but it couldn't get past it. I've tried several times to go through the HP Print and Scan Doctor, but it wouldn't go through. It kept saying I needed an update and I kept pressing the button. It would go through downloading and extracting the update and then it would loop around again, saying I needed an update -- this would go on for 10 or more times, before I quit that, because it wasn't going anywhere. I have rebooted several times. I have taken the CD that came with the printer and gone through the process again and it won't install. Now it doesn't even show up in my printer devices, so I can't print or anything. I sure hope someone can help me get this working.

Thank you!

[Chimney_83]

Greetings @TinaW1,

Welcome to HP Forums and Thanks for the post. 

I understand that you are unable to scan or update the printer software. Happy to help. 

Have you tried to install the latest printer software for your printer from our website?

Are you able to make a copy?

Does the printer control panel give you a notification when you insert the paper in the ADF?

Which application are you using to scan?

Recommend you to uninstall the printer software using the method mentioned below. 

Uninstall the printer from programs and features from the control panel.

Check in device manager, if the printer is listed there, please delete it.

Go to devices and printers, select any printer listed there and you will get some options on the top. 

Click on print server properties. 

You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there, if any.

Delete all the instances of your printer listed in devices and printers.

Restart the PC.

Update the firmware on the printer using the control panel on the printer. (Will require the printer to be connected to your wireless network.)

Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 

Type %temp% in the run box and click Ok or hit the Enter button.

It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).

If possible, delete the printer from the registries using Regedit or using any other 3rd party application.

Restart the PC again. 

Download the latest full feature driver from www.hp.com/drivers and install it on the computer. 

Let me know if this helps. 

If the information I've provided was helpful, give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons, that’ll help us and others see that we’ve got the answers!

[TinaW1]

Oh, thank you for responding! Yes, I spent hours yesterday uninstalling and reinstally software both from the HP website and from the CD that came with the printer. Nothing worked. It kept getting stuck at about 45% or so.

Yes, I can still print, thank goodness!

When I first set up the printer, there was a link to click on to scan when I right clicked on the printer icon in the control panel, but it's missing now. When I left clicked on the printer icon yesterday, it brought up a menu and I clicked on the one about scanning, but it kept giving me error messages, like "No paper in document feeder" -- but there was plenty of paper in the document feeder and it would print pages from the document feeder. Today those "scan" options don't even appear in that menu.

My next step is to follow your instructions below. I'm not that computer literate with this type of activity but your instructions look detailed, which is great. I will let you know if it works!

Thank you again for your help so far!!

Tina

[TinaW1]

Hi again,

I see I missed answering a couple of your questions.

No, the printer control panel does not give me a notification (to my knowledge anyway) when I insert paper into the printer.

I don't know what you mean by ADF.

As for the application to scan, I turn on my printer and then I go to the Control Panel on the computer and select Hardware and Sound and then I select Devices and Printers and then I click on the icon for this printer and it brings up some options -- one of them used to be scan. This seems complex. Is there an easier way to do this?

OK, now I'm going to follow your directions below. I've printed off the instructions. I'm glad the printer part is working! I will let you know if it works!

Thank you again.

Tina

[Chimney_83]

Thanks for the reply, ADF is the acronym for automatic document feeder. Please do uninstall the printer software using the method suggested, restart the computer and install the printer software back on the computer. The easiest way to scan is by using the printer icon on your computer screen. Refer to this article for other alternatives for scanning from a computer.  Click here for your printer manual.

When you load a document on the ADF and set the paper guides correctly, on the printer screen you will get a prompt saying "Document Loaded". 

Let me know how it goes. 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[TinaW1]

I went through the instructions you gave, but I got stuck starting with the line that says "Update firmware on the printer using the control panel on the printer." How do I do that? I went through the menu on the printer but I don't see any thing about "firmware" or "updating." So I had to stop there in your list of instructions. How do I do this?

When I rebooted, the drivers automatically updated -- according to an icon in the computer "tray". I tried to scan and it did scan when I right-clicked on the printer icon in the computer control panel. However, it only did it as a graphic. There was no PDF option, but there should be. How do I get a PDF option to show up and set as a default?

Also, when I first set up the printer several months ago, when I left-clicked on the printer icon in the computer control panel, there was selection in the menu that came up for scanning. It's still not there. How do I get it back?

In another response to this thread, you said: "When you load a document on the ADF and set the paper guides correctly, on the printer screen you will get a prompt saying "Document Loaded". I cannot figure out how to do this either. How do I set the paper guides on the printer screen in order to see this?

I did set up a short cut to put a icon of the printer on my desktop, so that's done. Thank you for that tip. I see that it brings me right into the menu that comes up when I right click on the printer icon in the control panel. Now I just need to get the option listed in that menu for scanning!

Is it possible that someone could call me to walk me through this? It would certainly be a lot more efficient. If you could email me, I can send you my phone number and we can set up a day/time to talk. Thank you.

Thank you again for your help!

Tina

[A4Apollo]

@TinaW1, thanks for the response.

Thanks for trying out the steps.

Please find the steps mentioned below to update firmware directly from the printer.

Supported printers must connect to a wireless or wired network with an active Internet connection to install updates. If the printer connects to the computer with a USB cable, this update method is not available. Continue to the method to download firmware from the HP website.
Navigate to the printer update feature. Menu names and icons vary by printer.
Printers with an ePrint button or icon: Touch or press the HP ePrint icon or button ( or ), touch or press Settings or Setup if necessary, then touch or press Product Update or Check Product Updates.
Printers with text-based menus: Select the Setup, Service, or Settings menu, select Preferences, Printer Maintenance, or Tools if necessary, then select Web Services, Printer Update, or LaserJet Update.
If you are prompted to sign up or accept terms of service, follow any on-screen instructions to enable Web Services and setup automatic updates. This procedure sets up the printer's Internet connection so it can receive updates.
If the printer does not automatically start the update process, select Check for Updates or a similar menu to start the update.

Refer this article to know further information.

Also, Refer this article to know how to set PDF as default.

Let me know if this helps!

Cheers! 🙂

[TinaW1]

Hi Chetan,

Thank you for joining the discussion and for your response.

Ah, I do not have wireless here. I connect the printer to the desktop computer with a USB cable. It looks like your instructions do not work for me. What are the alternatives?

I will check out the article about adding the PDF feature. Thanks.

Tina

[Chimney_83]

Thanks for the reply, recommend you to contact our phone support, as our phone support representatives can take a remote of your computer and check the settings and help you.

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[TinaW1]

Phone support would be wonderful!!! Thank you. I will check this out and will get back to you.

Tina