Latest HP Smart update scans blank page from Document Feeder

[JohnInVegas]

Note from moderators: this message was originally posted in another topic, but it was moved to a new one to give more visibility for volunteers that help customers in the Community.  

Original topic URL: https://h30434.www3.hp.com/t5/Scanning-Faxing-Copying/Latest-HP-Smart-update-scans-blank-page-from-D... 

I have an HP Envy7645 and I have the same issues.  Scanning works from the glass but not the document feeder.  It is connected to my desktop via usb and my laptop via wifi.  neither work.

Thanks,

John Wasko

[sandytechy20]

@JohnInVegas

Welcome to the HP support community.

Which operating system is installed on the computer to which this printer is connected?

Did you try to scan from a different application and check if that scans fine?

Reply with the requested information for more assistance.

[JohnInVegas]

I'm running windows 10 Home and my printer is the HP ENVY 7640.  Scan works just fine from scanner glass but doesnt using the feeder.  Have tried on my laptop, connected through my network, and my desktop connected with usb printer cable.

Thanks,

John Wasko

[sandytechy20]

@JohnInVegas

Update the printer firmware to install the latest updates

Here are the steps:- Click here

Uninstall and reinstall the HP Smart app and check if that works fine

Perform root level uninstallation to remove all the printer related software's.

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and install the HP Smart app from this link:- Click here

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[JohnInVegas]

Thank you for the information but it didnt work.  I uninstalled everything printer related and reinstalled.  I also installed the full printer software.  It still wont scan using the feeder.  The feeder does work with Windows fax and scan but not with HP Smart so Its the software.  If I open HP Smart I select Scan.  I change the defaults to document feeder and document.  I then select Scan.  The paper goes through as it should and the scanning page opens.  Nothing shows up but the default bottom right shows jpeg even though document is chosen.  So, the printer is working correctly, when windows fax and scan is used, but wont work when using the full printer software or HP Smart.

thanks,

John

[sandytechy20]

@JohnInVegas

This might require remote access to your computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Keep me posted.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.