My scanner is not connecting to my computer

[Jadie1]

  I select Scan to DESKTOP-L3Q8S6K - Start Scan - Scanning - and it indicates that is has been scanned to DESKTOP, but the paper was not advanced and the paper was not feed.

[Jadie1]

First it was not connecting to the computer, now it says that it is connecting, makes a noise like it is feeding the paper, however the paper is not feed and then a message says that it was scanned.

[Jeet_singh]

Hi @Jadie1,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues related to your HP Printer. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the printer before the issue started?

How is the printer connected? USB/Wireless

Does that Scanner bulb light up?

Does the scanner bar move when you open the lid & press the copy button?

Have you checked if the unit can make a standalone copy? If ‘YES’ then it means the scan hardware of the All-in-One works fine.

In the meantime, let's try these steps here: 

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

I would start by checking the installed printer software by downloading and running the HP Print and Scan Doctor. This tool can diagnose and fix many printing and printer software related issues. Please use this link to help you with that information: http://hp.care/2biN2XE 

Next thing, I would suggest here is to make a “photocopy” to determine whether the issue is with the printer or not. Place a document on the scanner glass and choose “Copy” option. If the printer is making a good copy, then the printer hardware is fine.

If the copy comes out fine, then I would suggest here is to try to do a clean install of the printer drivers: 

First, unplug the USB cable from the printer if present.

Go to Control panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.

Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.

Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.

Under print server properties, go to drivers - remove any entry there as well.

Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

Restart your computer.

Now click on this link: http://ftp.hp.com/pub/softlib/software13/printers/en7640/EN7640_Full_WebPack_40.11.1135.exe to download and install the printer software.

Connect the USB cable if prompted and follow the on-screen instructions to complete the installation.

Please respond to this post with the details and with the results of the troubleshooting for further assistance. 

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,