No WiFi scan, but WiFi print works

[hilltop3]

Photosmart 5515 won’t scan via WiFi, but printing is fine via WiFi (scan is fine via USB cable).

WiFi scanning worked fine with old Samsung laptop running windows 10, but have problem on new Lenovo Yoga 910 running same version of Windows 10.

Have run “HP Print and Scan Doctor 5.1” --> Finds printer ok, then I select “fix scanning” -->  Actually does a scan as part of the process “finding and fixing problems” and then displays --> “windows scan issues fixed” and [Windows (WIA) scan] shows white-spanner-in-blue-circle symbol  --> BUT, when select “test scan”, get pop-up: "scanner unreachable: scanner communication cannot be established"

Get same popup when attempt scan to computer from the printer.

Then tried from HP forum:

https://support.hp.com/gb-en/product/hp-photosmart-5510-e-all-in-one-printer-duplexer-series-b111/51...

See below for summary of the instructions given --> I tried everything; steps 1 to 9, but nothing helped (step 9: tried Windows “scan and fax app” and while it attempted to connect, got popup saying “could not complete scan”)

Step 1: Confirm if the issue is also printing-related. 

If you have a connection issue when scanning only, continue to the next step.

Step 2: Restart devices and check driver scan settings

Restarting the computer and printer can restore the lost scan connection.

1. Turn off the printer.
2. Make sure the printer power cord connects directly to an electrical outlet and not through a surge protector or power strip.
3. Close all running programs on your computer, and then shut down the computer.
4. Turn on the printer.
5. Turn on the computer.
6. Search Windows for your printer model name, and then click the printer name in the list of results.
   • If HP Printer Assistant opens, click Scan a Document or Photoor Manage Scan to Computer, and then make sure the check box is selected next to Automatically start Scan to Computer when I log onto Windows.
   • Try to scan.

If the error persists, continue to the next step.

Step 3: Check the network and printer connection status

If the error persists, continue to the next step.

Step 4: Run the Print and Scan Doctor (please see results described above)

HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing problems.

After the Print and Scan Doctor opens, click Fix Scanning to review a list of issues and fixes.

1. In the Print and Scan Doctor results screen, view the list of actionable results.
   • If you see white checkmarks, the printer passed the tests.
   • If you see a white wrench, Print and Scan Doctor found an issue and repaired it.
   • If you see yellow exclamation points, the test failed and required user action, but the step was skipped.
   • If you see a red X, follow the on-screen instructions to resolve the issue.

• Click Test Scan
  • If you click Test Scan, the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test. <failed at this point>
  • If the error persists, continue to the next step.

Step 5: Uninstall the printer software

Resolve scan connection issues by uninstalling the printer software before reinstalling the latest driver.

Do not disconnect the printer from the network when uninstalling the software.

1. Search Windows for uninstall a program, and then click the Uninstall a programControl Panel setting in the list of results.
2. In the list of installed programs, click your HP printer name, and then click Uninstallor Yes to confirm the uninstall.
3. Follow the on-screen instructions to complete the software removal.
4. Restart the computer.

Continue to the next step.

Step 6: Reinstall the HP software

Go to HP Customer Support to download the most current version of the full feature software for your printer.

   NOTE:

As an alternative, you can use the software disc if it supports the operating system installed on your computer.

1. Turn on the printer.
2. If your printer is connected to the computer with a USB cable, disconnect the cable from the printer.
3. Go to HP Customer Support - Software and Driver Downloads.
4. If prompted, select a method to identify your printer model, and then follow the on-screen instructions to go to the download page.
5. Click Downloadnext to the full feature driver.
6. Use the HP Download and Install Assistantfor a guided driver download and installation, or select Download only to manually open or run the driver file through your Internet browser’s download tools.
7. During the installation, select the Typical or Recommendedtype of installation when prompted by the software installer. If you choose a Minimum installation, read the description of each software component carefully to avoid unintended loss of printer functionality.

If the error persists, continue to the next step.

Step 7: Check Windows Image Acquisition settings

Windows Image Acquisition (WIA) is a service in the Windows operating system that supports communication between the computer and scanners. If WIA is not activated, scan jobs can fail.

1. Search Windows for view local services, and then click the View local servicesControl panel setting in the list of results.

The Services window opens.

1. Find Windows Image Acquisition (WIA)in the Name column and look at the Status and Startup type values.
   • If the status is 'Started' and the Startup type is 'Automatic', WIA is running correctly. Skip to the next step.
   • Try to scan.

If the error persists, continue to the next step.

Step 8: Temporarily disable firewall software on the computer

Firewall software helps block threats from outside your network, but some settings or configurations can block communication with network printers. Use the Print and Scan Doctor to identify and temporarily disable firewall software on your computer.

1. Return to the Print and Scan Doctor, click Network, and then click Troubleshoot Firewalls.

Figure : Troubleshoot Firewalls in the drop-down menu

1. Click the name of any firewall software on your system that has an Enabledstatus, and then click Disable.

Figure : Example of the Troubleshooting Firewalls window

1. Try to scan.
   • If you cannot scan, the firewall software is not causing the issue. Re-enable the firewall in the Print and Scan Doctor, and then continue to the next step.

Step 9: Try other scanning options

Use these workarounds to scan if the previous steps did not resolve the issue. Some workarounds might be unavailable depending on the printer. Try one of the other workarounds if the first method you tried did not work.

Scan with the Windows Scan app (Windows 10)

Use the Scan app for Windows 10 to scan a photo or document <also failed>

[Dvortex]

Hello, @hilltop3 – Hope you are well 🙂
 

Thanks for stopping by the HP Support Forums! I’m glad to help with the printer issues!

Going through your post, I see that you are facing issues while scanning wireless on your new PC. It looks like you have already tried all the recommended steps and still is facing the issue. You have even tried the HP Scan and Capture without any success.

It could be an issue with the operating system environment on your PC. Try to reset the windows 10 and then reinstall the drivers and check.

You can check the steps here: Reset or reinstall Windows

That should help. Let me know!

Cheers 🙂
 

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[hilltop3]

Thanks for looking at this for me DVortex.

I tried doing a clean re-install of W10 on my old laptop (esp as other issues were apparent), then re-installed HP printer software.  Then sadly, this behaved exactly as my new laptop: WiFi print but no scan!

Then I thought I'd re-look at firewall on my new laptop, so disabled my Bitdefender firewall, and was then able to scan!

Same version Bitdefender on both laptops.

Re-enabled firewall for safety (and no WiFi scan as before)

So it seems to be an issue with the latest clean W10, Bitdefender, and HP printer software in combination.

What do you suggest I try next (I don't want to run without firewall)?

[Dvortex]

Hello, @hilltop3

Do you have the same version of BitDefender on your both computers? 

Now, to answer your question, I would suggest you add an exception on your Bitdefender to exclude the HP printer from getting blocked. This will enable you to use the firewall and the printer at the same time. 

Check the steps below:

For Bitdefender 2017

For Bitdefender 2016

Hope that helps! I'll watch for your reply!

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[hilltop3]

Hello Dvortex,

I do have the same Bitdefender on both PCs : the 2018 edition.

I looked arround the Bitdefender site and decided, rather than try to set any exceptions, to turn the Firewall Stealth Mode to off, and it allowed WiFi scanning!

It seems that Stealth Mode hides your PC from others on the network, so I guess not too much of an issue on a home network. But also I guess if anyone does this, then uses a public network, they may want to turn it back on?

I found it on the Bitdefender 2018:  Protection > View Features > Firewall Settings cog > Settings > Edit Stealth settings > set WiFi to Off.

Hope this helps other people too!

thanks. 

[Dvortex · Accepted solution]

Hello, @hilltop3

Thanks for the update & Great stuff! Glad to know that you were able to fix the issue 🙂
 

Visit us again if you have any concerns!

Thank you again and may you have a wonderful day and even better tomorrow 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[pauline2018]

hp7500a windows 7 - wireless printing ok laptop and printer connected

wireless scanning error  - have run scan doctor - got 'twain scan error'

also  HP scan error X scanner communicatio cannot be established

can scan with usb cable 

have run through all fhelp forum solutions ie off on  deinstall drivers etc..

need help now  anyone  thanks  pauline

[Raj1788]

@pauline2018

Thank you for joining HP Forums. 

This is a great place to get support, find answers to your technical queries.

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

Is copy working fine?

Update the firmware for the printer using this link: https://support.hp.com/in-en/product/hp-officejet-7500a-wide-format-e-all-in-one-printer-series-e910... 

Restart the printer.  

Try to make a copy.

If the copy is working fine, I recommend you delete the driver at the root level and Install the drivers, follow the steps below:

1.) In Windows, search for and open Programs and features 

2.) Select your HP Printer 

3.) Select Uninstall 

4.) In Windows, search for and open Devices and printers 

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose `Delete' or `Remove Device' 

6.) Open up 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 

Then, Click on this link: https://support.hp.com/in-en/drivers/selfservice/hp-officejet-7500a-wide-format-e-all-in-one-printer... select the correct windows, download and install the drivers.

Please follow the below steps to assign Manual IP:

1) Print a Network configuration page from the printer's control panel. 

2) Look for IP address from the Network configuration page. 

3) Open web browser - Chrome or IE or any other browser that you are using. 

4) Type the IP address mentioned on Network configuration page into the browser's address bar or URL bar and press enter button. 

5) Go to the Network tab. 

6) Click on Networking from the left pane. 

7) Then click on Network Address (IP). 

😎 Click on Manual IP Address and go to suggest a Manual IP. 

9) Scroll down the screen and select Manual DNS server. 

10) Enter the Primary and secondary DNS server from the Network Configuration page into the Manual Preferred DNS server field. 

11) Click on Apply. 

Refer to the video link for step by step instructions - https://www.youtube.com/watch?v=SCnYyq80V9g 

Note: The video is for win 8 but steps are similar for other operating systems as well. You need to enter the IP address in the browser's URL or the address bar to access the printer page.

Keep me posted, how it goes!

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!

Have a great day!

Cheers:)

[pauline2018]

hithanks for yourhelp

copy working

completed all tasks upto assign manual IP address

couldnt get to the required screen due to bit defender blocking me. 

so I decided to try the wireless scan from the 'hp printer assistant' icon  

and the wireless scan worked !!...  where on  many of my own previous  attempts of deleting and reloading all    .. it has failed

so good news is the wireless scan is working   but now im wondering if  powering off/on printer bring back the  problem.  ie. do I need to set the ip address manually. ??  many thanks pauline

[Riddle_Decipher]

@pauline2018

I'm the Riddle_Decipher & I'm writing on behalf of my colleague @Raj1788, as the tech is out for the day, that said, I have reviewed your concern and the entire conversation, did some research and here's what I recommend:

I would personally recommend you go ahead and restart the printer to check if the issue persists, as that would help us understand and resolve the issue completely.

Hence, please do it and remember, if you've already assigned the manual IP, you may not have to do it again, however, be sure to let me know if the issue persists after you've gone through the restart and if the issue persists.

Keep us posted, 

(We shall troubleshoot as a team, fight till the end and emerge - "victorious")

If you would like to thank us for our efforts to help you, 

 Feel free to give us a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution" button.

Have a great day!