Printer will not scan

[rogwalks]

When trying to scan, printer just says scanning but never produces. HP Doctor fails on Driver check Updates all up to date.

[Nal_NR]

Hi @rogwalks,

Welcome to the HP Support Community. 

I'd like to help!

To be able to answer you effectively, we need some information.

Are you able to copy and print without any issues?

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Restart the computer and printer

Restart the computer and printer to clear any error states.

Press the Power button to turn off the printer.

Close all running programs on your computer, and then restart the computer.

Wait 30 seconds, and then turn the printer back on.

Use HP Print and Scan Doctor (Windows)

Use HP Print and Scan Doctor on your Windows computer to help diagnose and fix printing and scanning issues.

Make sure paper is loaded in the main tray, and then turn on the printer.

Download HP Print and Scan Doctor, and then follow the prompts to install and open the tool.

On the welcome screen, click Start to select your printer and run the diagnostic.

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

Temporarily disable firewall software (Windows)

Firewall software helps block threats from outside your network, but some settings or configurations can block communication with network printers. Use the Print and Scan Doctor to identify and temporarily disable firewall software in Windows.

Download HP Print and Scan Doctor, and then follow the prompts to install and open the tool.

On the welcome screen, click Network, and then select Troubleshooting Firewalls.

Click the name of any firewall software that has an Enabled status, and then click Disable.

Go to 123.hp.com to download and install the latest print driver.

If the installation completes, consult the firewall software support to change settings such as security level, trusted zones, and open ports to allow communication with HP software and websites. After changing the settings, re-enable the firewall in the HP Print and Scan Doctor.

If the installation fails, the firewall software is not causing the issue. Re-enable the firewall in the HP Print and Scan Doctor.

Check the HP Digital Imaging Monitor (Windows)

The HP Digital Imaging Monitor (DIM) software for Windows must be running in order to scan from the printer control panel.

In Windows, search for and open c:\Program Files (x86)\HP\digital imaging\bin.

From the bin folder, find and double-click hpqste08.exe to make sure it is running.

Right-click hpqste08.exe, and then select Create shortcut.

An hpqste08.exe shortcut displays in the bin folder.

Search for and open shell:common startup, and then press Enter to open the Startup window.

Position the Startup window and the bin window side by side.

Click and drag hpqste08.exe shortcut from the bin window, and then drop it into the Startup window.

Restart the computer.

Uninstall HP print driver and use HP Smart (Windows)

Uninstall the HP print driver and install and use HP Smart on a Windows computer.

Disconnect any USB cables from the printer.

In Windows, search for and open Add or remove programs.

Look for your HP printer name in the list of programs.

If you find your printer, click the printer name, and then click Uninstall.

If you do not find your printer, search for and open Printers & scanners, click your printer, and then click Remove device.

If a User Account Control message displays, click Yes.

Follow the instructions to complete the software removal, and then restart the computer.

Go to 123.hp.com to download and install HP Smart.

If the above steps do not work, then the printer needs to be checked. 

Hope this helps! Keep me posted for further assistance.
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!

[Nal_NR]

Hi @rogwalks,

Welcome to the HP Support Community. 

I'd like to help!

To be able to answer you effectively, we need some information.

Are you able to copy and print without any issues?

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Restart the computer and printer

Restart the computer and printer to clear any error states.

Press the Power button to turn off the printer.

Close all running programs on your computer, and then restart the computer.

Wait 30 seconds, and then turn the printer back on.

Use HP Print and Scan Doctor (Windows)

Use HP Print and Scan Doctor on your Windows computer to help diagnose and fix printing and scanning issues.

Make sure paper is loaded in the main tray, and then turn on the printer.

Download HP Print and Scan Doctor, and then follow the prompts to install and open the tool.

On the welcome screen, click Start to select your printer and run the diagnostic.

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

Temporarily disable firewall software (Windows)

Firewall software helps block threats from outside your network, but some settings or configurations can block communication with network printers. Use the Print and Scan Doctor to identify and temporarily disable firewall software in Windows.

Download HP Print and Scan Doctor, and then follow the prompts to install and open the tool.

On the welcome screen, click Network, and then select Troubleshooting Firewalls.

Click the name of any firewall software that has an Enabled status, and then click Disable.

Go to 123.hp.com to download and install the latest print driver.

If the installation completes, consult the firewall software support to change settings such as security level, trusted zones, and open ports to allow communication with HP software and websites. After changing the settings, re-enable the firewall in the HP Print and Scan Doctor.

If the installation fails, the firewall software is not causing the issue. Re-enable the firewall in the HP Print and Scan Doctor.

Check the HP Digital Imaging Monitor (Windows)

The HP Digital Imaging Monitor (DIM) software for Windows must be running in order to scan from the printer control panel.

In Windows, search for and open c:\Program Files (x86)\HP\digital imaging\bin.

From the bin folder, find and double-click hpqste08.exe to make sure it is running.

Right-click hpqste08.exe, and then select Create shortcut.

An hpqste08.exe shortcut displays in the bin folder.

Search for and open shell:common startup, and then press Enter to open the Startup window.

Position the Startup window and the bin window side by side.

Click and drag hpqste08.exe shortcut from the bin window, and then drop it into the Startup window.

Restart the computer.

Uninstall HP print driver and use HP Smart (Windows)

Uninstall the HP print driver and install and use HP Smart on a Windows computer.

Disconnect any USB cables from the printer.

In Windows, search for and open Add or remove programs.

Look for your HP printer name in the list of programs.

If you find your printer, click the printer name, and then click Uninstall.

If you do not find your printer, search for and open Printers & scanners, click your printer, and then click Remove device.

If a User Account Control message displays, click Yes.

Follow the instructions to complete the software removal, and then restart the computer.

Go to 123.hp.com to download and install HP Smart.

If the above steps do not work, then the printer needs to be checked. 

Hope this helps! Keep me posted for further assistance.
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!

[Treeko]

Hi @rogwalks 

Welcome to HP Support Community. 

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

I see that you are facing printer issue.

Kindly refer to the steps below and let me know if that fixes the issue.

Please perform the below steps and let me know

1) Turn off the Router, Printer, and the computer/ mobile devices. 

2) Wait for 60 seconds. 

3) Turn on the Router first and wait for all the lights to stabilize. 

4) Take out the cartridges. 

5) Unplug the power cord from the printer & wall. 

6) Wait for 30 seconds. 

7) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector. 

😎 Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back > Insert the cartridges

9) Turn on the computer/ mobile devices.

and also uninstall the HP smart app and reinstall it

Update the firmware: 

Request you to update printer firmware. Kindly refer to the steps on this link and let me know if that fixes the issue.

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!

I hope this helps.

Take care and have a good day.

Treeko

HP Support

[rogwalks]

Hi, this does not exist on my pc. 

The HP Digital Imaging Monitor (DIM) software for Windows must be running in order to scan from the printer control panel.

In Windows, search for and open c:\Program Files (x86)\HP\digital imaging\bin.

From the bin folder, find and double-click hpqste08.exe to make sure it is running.

Also I cannot update firmware after down loading file.