Photosmart Premium c309g-m will not scan

[Gina651]

I had several issues with installing the drivers for this printer with my laptop.  The printer does not have a USB port but I was finally able to install a driver that allows me to print via my WiFi connection. However, the HP Solution Center application no longer has the option for scanning and when I try to scan from the printer I receive a message that says, "Try starting the scan from the computer."

It used to work with my old desktop computer but that computer was running on a much older version of Windows.  Is there a way to correct this so that I can scan again with this printer? 

Many thanks in advance to anyone who can help me resolve this problem.

Gina

[Raj1788]

@Gina651

Thank you for joining the HP Support Community

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

Is the copy working?

Can you print from the computer?

If you can copy and print, follow the below steps.

You can use  the HP Smart App

The HP Smart app includes tools to print, scan, check ink levels, and set up your printer on a wireless network.

Click on this link: https://support.hp.com/in-en/document/c04675142 for Using the HP Smart App.

Check if this works out!

If the issue persists, I recommend you delete the driver at the root level and Install the drivers, follow the steps below:

Remove the USB if connected

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/us-en/drivers/selfservice/swdetails/hp-photosmart-premium-all-in-one-printer-... to download and install the HP Photosmart Premium All-in-One C309 Series Full Feature Software and Driver.

Try to scan.

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:)

[Gina651]

Hi Raj,

Thank you for your response.  I followed everythiing you recommended but still no luck with the capability to scan.  I can print from my laptop to the printer and the copy function on the printer works fine. I also downloaded the HP Smart app but when I select Scan, I receive a message that the Printer Status is Unknown.  I know that the network connection is successful because I can print & on the Wireless Network Test Report it says, "Congratulations on the successful setup of your wireless printer."

I am so frustrated because unless I purchase another printer, I cannot use this one anymore to scan.  As a senior citizen on a fixed income this really hurts.

Anyway, I do want to thank you for all of your help and especially for your prompt response.  I am grateful that you took the time to answer.

Regards,

Gina

[Raj1788]

@Gina651

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.