Printer connection problem and cannot scan

[johanwonka1]

PRODUCT NAME: HP ENVY 6220 All-in-one printer (I thought you were asking for the computer products from which I've been trying to reach the printer and I cannot change that in the message afterwards, also kinda weird that I cannot delete my message, write a new one with adjustments)

Hello.

I have just recently bought an HP ENVY 6220. I've barely had it for a month and I can count on my fingers all the times I've been using it. The idea is for me to have a printer which I don't use all the time but one that is there for me when I need it. This printer is NOT.

I've connected the printer to 4 different devices (2 laptops and 2 smartphones), and on no device am I able to scan, at all.

Even after I've uninstalled, downloaded new printer software from 123.hp.com and reinstalled it, there is still a connection problem to the network. The printer is properly installed, I've followed all the steps and I am able to send print jobs just fine. But when I check connection status, the printer says "Offline" and "Not installed" and "Inactive", and I've installed it multiple times.

As I mentioned, I can send print jobs to it just fine, but when I am trying to scan (on any device or sending from the printer to a computer) it does not work at all. I get the error message "Scanner problem. A problem with the scanner has occurred. Restart the printer and try again. If the problem persists please visit the HP support website. http://www.hp.com/support" and I get referred to the support page online, from which I download, install and run the "HP Print and Scan Doctor". After restarting computer as the programme is prompting, I still can not scan and all and it does not fix my problem.  I decided to try again this evening and I uninstalled all the drivers for the printer and downloaded from hp.com the "Full driver"-installation for my printer, but it works just as bad as before. 

What am I missing here? I bought this printer to make my everyday easier and more convenient, so far it has only made it worse. Any help or idea of what might be wrong? In case you're wondering I as well tried, as the error message suggests, to restart the printer - I have counted to 10 restarts just tonight.

The serial number of my printer is [edited], if it helps.

[Betty0610]

@johanwonka1

Welcome to the HP Support Community.

Are you able to copy from the printer?

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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

13.) Open up the run command with the "Windows key + R" key combo

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer. 

Once done, please download and install the software from here: 

https://support.hp.com/in-en/drivers

If the issue persists, try these methods of scanning:

• HP Scan and Capture app (Windows 10, 😎: Scan documents or photos from the printer or webcam. A full feature print driver must be installed on the computer. For more information, go to Using the HP Scan and Capture App (Windows 8 and 10).

• Windows Scan app (Windows 10, 😎: Search the Microsoft Store for windows scan to find and install this app.

• Microsoft Paint (All Windows versions): Search Windows for paint, and then open the Paint desktop app. Click File or the menu icon  , and then click From scanner or camera.

• Windows Fax and Scan (All Windows versions): Search Windows for fax to open the desktop app, and then click New Scan.

• Webscan utility (network printers): Obtain the printer IP address and use it to open the printer's Embedded Web Server (EWS) in a web browser. On your printer's website, click Webscan on the Scan tab.

Let me know if this helps.

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!

Thanks!

Have a great day!