Photosmart 309a All in one will not scan

[Teleforman]

i have 2 printers connected to my pc. both hp's. one is an officeject pro 8100 which is new to this PC and drivers loaded fine. It prints no problem. I had a HP PHotosmart Premium 309a on the pc but it was not working right. I removed the drivers and low and behold it started printing correctly. Yippee. How does it do that with not drivers I ask myself? Oh well. I tried reinstalling the drivers but they will not reload. THey get to the check approval screen and accept, which i do then the download just goes away. Pooof it is gone. The program is not in my apps list but the driver for the 8200 is. I need to scan and the printer is saying use PC to scan but the driver will not load. Now what the "F" do I do????? HP products are just painful. 

[Riddle_Decipher]

@Teleforman Welcome to HP Forums Community!

Solution one: Download and run a HP Print and Scan Doctor

The tool diagnoses and resolves common scanning problems and communication problems. Follow these steps to download, and then run the tool.

Step one: Download the tool

Download and run HP Print and Scan Doctor  to automatically diagnose and resolve printer hardware and connection issues.

Step two: Run the tool

1. Turn on the printer and load plain paper in the main tray.

2. On the Print and Scan Doctor welcome screen, click Start to locate your printer.

   NOTE: 

   If your printer is not found, click My product is not listed, and then follow the instructions to troubleshoot the connection.

3. Select your printer, click Next, and then follow the instructions to begin the troubleshooter.

Step three: Resolve diagnosed scanning problems

1. Review the status of each test result.

   • : The printer passed the test.

   • : An issue was discovered and automatically repaired.

   • : The test failed and required user action, but the step was skipped.

   • : An issue was found. Follow the instructions to resolve the issue.

2. Load an item on the scanner glass, and then click Test Scan to confirm the scanner is working.

Step four: Try to scan again

1. Try to scan again.

2. If these steps resolved the issue, you do not need to continue troubleshooting.

3. If the issue persists, see the next solution.

4. Solution two: Reset the product

   Follow these steps to reset the product, and then try to scan again.

5. With the printer turned on, disconnect the power cord from the rear of the printer.

6. Unplug the power cord from the wall outlet.

7. Wait at least 15 seconds.

8. Plug the power cord back into the wall outlet.

9. Reconnect the power cord to the printer.

10. Turn the printer on.

11. If these steps resolved the issue, you do not need to continue troubleshooting.

12. If the issue persists, see the next solution.

Press "Windows key" + "r" to get the "Run" window.

Type "services.msc" to get Services - Go to "Print spooler" - Right-click and "Stop" the service.

Now again open "Run" - Type "spool" and ok - Go to PRINTERS folder - delete everything in that folder.

Go to services again - Start the print spooler.

Now check for issue resolution.

If the issue persists, unplug the USB cable from the printer (if present). 

Go to Control panel - Programs and feature - Select all the HP 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 the Hewlett Packard folder, remove any printer related folders & files.

Restart your computer.

Then, use this link to access the HP website, find the drivers compatible with your windows and install it: Click here

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

[Teleforman]

Thanks but I really do not think you understand the problem. With this specific printer, for years now, it will not let me scan from the printer. It always instructs me to scan from the computer. I would pull up the driver for HP and no problem I could scan from the computer. So that was and still is the original problem; could not scan from the printer directly. Recently I experienced printing problems and uninstalled the drivers for this printer. I needed to print so I downloaded and attached a officejet pro 8100 to my pc. That software downloaded fine. that prints only and works fine. I still need to scan stuff.

 Even without the c309a driver showing in my installed apps I can still print to the c309a. The pc sees the device but the software isn't there to support scanning. 

I tried reloading the c309a driver and it is always the same thing, it gets to the approval part, I approve and the download just stops. it just goes away, no note or anything. A moment later up comes the same dialogue box "Did this work" and again I say NO. The issue is that the software is NOT in my PC. Why won't it load? To recap, 2 issues with the 309a:

1- will not scan from printer

2- Software driver will not install

[Teleforman]

I forgot to mention I had already done the P&S doctor. Didn't work then. Didn't work....again. Obviously the other things did not work either. Thanks. 

[sandytechy20]

@Teleforman

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.