Issue with HP app

[Julie10310]

Hello, I'm having problems with the HP app. I can print but I cannot scan. I've tried uninstalling and installing again the app but nothing has changed. The computer tells me that my printer doesn't have a scanner but I did use it two days ago and it was working fine. 

Anyone can help? 

Thank you 

[asmita6658]

Hi @Julie10310

Welcome to the HP Support Community. I'd be happy to assist you with the scanning issue.

To better assist you - May I have the exact model name of the printer? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

While you respond to that, please try these steps -  HP Printers - How to Scan (Windows)

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[Julie10310]

Hello,

Thank you very much for your reply. The model of my printer is Envy 5010 All-in-one.

[asmita6658 · Accepted solution]

Thanks for replying @Julie10310

Download and install HP Print and Scan Doctor, it is a Windows tool to fix printer issues. 

If the issue still persists, try re-installing the printer driver -

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open the run command with the "Windows key + R" key combo. 

7. Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”).

8. Click on the "Drivers" tab.

9. Look for HP Printer driver. If you see it Click on it and click “Remove” at the bottom.

10. Select Ok.

11. Select Apply and Ok on the Print Server Properties windows.

12. Close Devices and Printers Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here and select the operating system. 

15. Click on the downloaded file and follow the on-screen instructions. 

Keep me posted.