My printer says it's online but my scan won't work.

[Bonniegolf]

I've never had this problem before.  I have tried shutting down my laptop and the printer and that does not solve the problem.

[Hawks_Eye]

Hi @Bonniegolf 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand how frustrating it feels when the printer shows “online” but scanning suddenly stops working, especially since restarting both devices didn’t help. 

Thank you for already trying those steps—it shows real persistence. Let’s go through a structured set of actions to restore scanning.

 

Step 1: Verify Connection

• If you’re using USB, ensure the cable is firmly connected to both the printer and computer.
• If you’re using Wi‑Fi, confirm the printer and computer are on the same network.

 

Step 2: Check Windows Scan Utility

1. Press Windows + S and type Windows Fax and Scan.
2. Open the app and select New Scan.
3. Choose your printer from the device list.
4. Try scanning a single page to confirm if the driver responds.

 

Step 3: Re‑add Printer in Windows

1. Go to Settings > Devices > Printers & scanners.
2. Select your printer and click Remove device.
3. Restart your computer.
4. Return to Printers & scanners and click Add device to reinstall the printer.

 

Step 4: Install Full Feature Driver

• Download and install the complete driver/software package for your printer model here:
  HP Printer Software and Drivers
• Select your printer model and Windows 11 (64‑bit).
• Install the “Full Feature Software and Drivers” to ensure scanning components are included.

 

Step 5: Use the HP App

1. Install or open the HP App on your computer.
2. Add your printer and select Scan.
3. Place a document on the scanner glass and test scanning.

Download here: HP App for Windows

 

Step 6: Run Diagnose & Fix

• In the HP App, select your printer.
• Go to Printer Settings > Diagnose & Fix.
• Follow the guided steps to check for missing scan drivers or communication issues.

These steps usually restore scanning when the printer is online but not responding. The key is ensuring the full driver package is installed and the printer is correctly re‑added to Windows.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye