Plugging to USB 3.0 - Scanner doesn't work

[Matysh]

Hello everyone, I have a problem with my HP LaserJet Pro MFP M26a. I plugged it to the Dell Inspiron  7567 (it has 3 USB 3.0 ports). Printing and copying work fine, but scanner doesn't work.  When I click '' HP Scan'' I get an information that scanner cannot be found. When I used Windows tool to fix this problem, I got the information that USB 2.0 Device cannot properly work with USB 3.0 . This a strange case  because I can print and copy, but I can't scan, although these activities  are based on the same Hi Speed USB 2.0 cable.  I have already used ''HP Print and Scan Doctor'' and I have the latest drivers. How can I fix this problem ? 

[Dvortex]

Hello, @Matysh – Hope you are well 🙂

May the Forums be with you!  It is a great place to find the help you need, from other users, HP experts, and other support personnel!

Going through your post, I see that you are having issues while scanning using the HP LaserJet printer. I’d suggest using the HP Smart. Go to https://www.hpsmart.com/us/en to download and install the HP Smart app on your PC.

Let me know if that helps!

Good luck 🙂

Please click "Accepted 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!

[Matysh]

HP Scan and Capture cannot detect my scanner.  Can you send me a special driver which could run and detect scanner on my Dell Inspiron 7567 ?  I was trying a lot of methods and none of them worked. Please, help me because I'm really frustrated and I want to scan files, not only print and copy. 

[Dvortex]

Hello, @Matysh

Thanks for the update! 

Let's try a clean install to try and fix this issue. Follow the steps below:

• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP LaserJet printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Restart your computer.
• Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
• Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
• Then from the device manager list, check the entries under “Printer”  – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device".
• Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.
• Once done, close device-manger. Then 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 run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Open run again, type “%temp%” and press enter to get the temporary files. Delete all the files here. Skip the items which cannot be deleted.
• Now restart your computer again.
• Open the Run window again, type “services.msc” and press ok to get services window.
• Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
• Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
• Repeat the same exercise on “Function Discovery Resource Publication” as well.
• Now, click on http://ftp.hp.com/pub/softlib/software13/printers/IPG/M25/HP_LaserJet_Pro_MFP_M25-M27_full_solution_... to download and install the software.
• Connect the USB cable if prompted and follow the onscreen instructions to complete the installation.

Hope that helps! 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!

[Matysh]

I did every step meticulously, but ''HP Scan'', ''Windows scanning'' or even ''Readiris Pro 15'' cannot detect a scanner.  There is no option that device is damaged because I plugged it to my another pc (Windows 7 Ultimate x64) to USB 2.0 port and I could print, copy and scan, every function was working like a charm. The problem is that I can't make HP Laserjet Pro MFP M26a work with a Dell Inspiron 7567 (Windows 10 Home x64, three USB 3.0 ports) . Is that really impossible? I was using a lot of other devices, like : pendrive, external drive, mouse, even smartphone and all were working, so there isn't any problem with USB 3.0 compatibility. Only this horrible scanner doesn't want to work because there isn't any program which could detect this device, although HP Laserjet Pro MFP M26a can be detected , as I can print and copy...  I think that specific driver is needed to make all features work. My problems connected with a scanner exist because of USB 2.0 demand, which is ridiculous.   

[Matysh]

It is written in Polish, but as you can see scanner is visible.  When I click on scanner and then ''open scanner'' I receive information that i should connect a scanner to start ...

[Dvortex]

Hello, @Matysh

We do not have a special driver for the printer. Also, the printer should be working well with the USB ports on your PC.

I did some digging and found another solution. Please try the steps listed below:

1. Start or restart the computer.

2. Press F10 to enter Setup.

3. Click Advanced, and then click Device Options.

4. Enable USB EHCI debug to disable the xHCI controller.

5. Save the changes and exit from Setup.

6. In Windows, search for and open Device Manager.

7. Locate the USB 3.0 Root Hubs under Universal Serial Bus Controllers.

8. Right-click the USB 3.0 Root Hub, and click Uninstall.

9. Also, uninstall the other USB entries. 

Now restart the PC. Wait for 2-3 minutes. Your PC will now reinstall all the USB ports automatically. Connect the printer again and check.

Let me know if that helps!

Thank you 🙂

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!

[Matysh]

I have already tried doing these steps which you sent me, but Windows 10 didn't allow me to debug USB . I know that printer should be working well with the USB ports on my PC, but scanner doesn't. Maybe, I have a bad luck or I just don't have abilities to fix this problem. I'm frustrated, tired, exhausted and no one can help me exactly because there isn't any person who had a specific problem, like mine, that's the worst 😞 

[Chimney_83]

Thanks for the reply, please refer to this HP Article and try Step 8 from the article and check. 

As a workaround, if your computer and the printer are connected to the same wireless network, you can open the EWS page of the printer by entering the IP address of the printer on any browser and scan using the EWS page. 

Let me know how it goes. 

[Matysh]

My customer complaint has already been accepted and HP LaserJet Pro MFP M26nw has been sent to me. I have connected this device with my laptop through Wi-Fi. Now, every function works like a charm, I can print, copy and scan. I want to thank you for your help and support, I really appreciate that.  This topic can be closed.