Printer Scan gives "Feature unavailable" message

[JNRBuddie]

I have been using the 6400e for both printing and scanning with both HP Scan and other installed apps. A couple of days ago I tried to scan a document using Printer Scan as usual, but received a "Feature unavailable" message. I have followed all of the steps in the procedure suggested by Virtual Assistant with no success. I know the scanner is working because I can still do photocopying. I also know that the printer is online because I can print on it. Van anyone suggest something please?

[JNRBuddie]

OK, in the absense of any replies, I sis some more investigation and discovered something called HP Print and Scan Doctor. I was told to download and run this, which I tried to do. The downloaded file was called HPPSdr.exe. The problem now being that .exe files don't work on Chromebook. Can someone please help me with this?

[JNRBuddie]

More information. I decided, out of interest to do a printer scan from my mobile phone, which also has HP Smart on it. This worked perfectly. So it would appear that the problem is not the printer/scanner, it's HP Smart.

[Raj_05]

Hi @JNRBuddie,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

It seems like you've encountered an issue with scanning on your HP printer, and you've already tried some troubleshooting steps without success. Here are a few additional suggestions you can try.

Restart the Printer:

• Turn off the printer, wait for about 30 seconds, and then turn it back on. This simple step can sometimes resolve temporary issues.

Check Connection:

• Ensure that the printer is connected to the computer or network properly. If it's a USB connection, try using a different USB port or cable. If it's a network connection, make sure the printer is connected to the same network as your computer.

Update Drivers:

• Make sure that you have the latest drivers installed for your printer. Visit the official HP website and download the latest driver software for your printer model. Install the updated drivers and see if the issue persists.

Check for Software Conflicts:

• Sometimes, other software or applications may interfere with the scanning process. Try closing unnecessary background applications and see if the scanning feature becomes available.

Run HP Print and Scan Doctor:

• HP provides a tool called "HP Print and Scan Doctor" that can help diagnose and resolve printing and scanning issues. You can download it from the HP website, run it, and follow the on-screen instructions to troubleshoot and fix any problems.

Reinstall the Scanner Software:

• Uninstall the existing scanner software and reinstall it. This can refresh the installation and potentially resolve any software-related issues. Make sure to download the latest software from the HP website.

Check for Windows Updates:

• Ensure that your operating system is up to date with the latest updates. Sometimes, issues can be resolved by installing the latest Windows updates.

I hope this helps. 
 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support 

[JNRBuddie]

Hi Aiden,

Thank you for contacting me. I have gone through your checklist and I have noted my experiences below. In addition, I have HP Smart installed on my Samsung Galaxy and Printer Scan works fine on it.

I hope you can advice me further.

Regards, Jim

Restart the Printer:

• Done

Check Connection:

• Done.

Update Drivers:

• I am on a ChromeBook running ChromeOS. Could you please advise me how I do this?

Check for Software Conflicts:

• Done

Run HP Print and Scan Doctor:

• I downloaded HP Print and Scan Doctor but this is a .EXE file which does not work on Android-based devices. Is there an Android equivalent?

Reinstall the Scanner Software:

• I have reinstalled both HP Print Service and HP Smart.

Check for Windows Updates:

I have checked for ChromeOS updates!

[Raj_05]

Hi @JNRBuddie,

Thank you for your response,

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support