Office jet 5746 ADF PDF scanning

[JoeyG3]

Suddenly my HP 5746 printer stopped scanning docs from the ADF into PDF format.  I am using the HP Smart tool, which scans the docs but no image shows up any more.    Interestingly, when I specify scan from ADF to PDF,  the result shows JPEG but there is no image. I can scan to PDF using the Windows tool but it does not have the flexibility of the HP Smart tool.

Steps I've taken are verified the firmware is updated, I have uninstalled both the printer an the software, run the diagnostic tool , I have rebooted the printer by unplugging  with the power on but still no PDF.  Interesting, I can scan  pages from the glass one at a time but not using the ADF.  What am I missing and more importantly, how can I scan multipage docs using the ADF to create PDFs.   I think the problem is a switch in the HP Smart is on or not being turned on, but that's just my guess.  Any suggestions?  Thanks in advance.

[sandytechy20]

@JoeyG3

Welcome to the HP support community.

I understand that you are getting scanning issues, follow these steps to fix the issue.

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

Click here to download the HP Smart app

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.

[JoeyG3]

Sandy,

Hello, and thank you for your solution.  Unfortunately, I tried the solution on two different HP computers and it is not working.  So, as stated in the original problem I can scan from the flat glass.  When I have multiple pages to scan and need to use the ADF, I get nothing.  The image is blank.   I noticed even though I specify "DOCUMENT" in the ADF, it shows the results as a "IMAGE" but there is not actual image present.  I am sending you screen captures of what the scan looks like when finished.  I get a blue dot with three options 

The first screen shows my configuration, and the second page shows the results.

Below are the results of the ADF scan.

Any additional guidance  is appreciated.

Thanks

Joe

[sandytechy20 · Accepted solution]

@JoeyG3

This might require remote access to the 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.

Cheers.

[JoeyG3]

SandyTech 20, 

Hello,  I attempted to follow your instructions but seems a few steps were missing.  To complete Step 3 to key my serial number I had to first logged in my HP account.  Otherwise my serial number kept returning a message serial number not found. 

For Step 4,  I never saw an options to select country again from a drop down, and could not find the option to complete a web form to get a case number.  Is it possible for you to just send me a link for the web form and I’ll complete it, thanks.

[Dominion66]

I would assume it is the same issue we have been having here that has not been addressed as of yet:

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

Seems to be an issue with HP Smart as it effects many different models of printers.