Printer working, scanner not. HP Dr. gets stuck on Scan

[LAM1211]

My HP OfficeJet Pro 8025e prints fine but the scanner has stopped working.  The Scan Dr. has green checks on everything, including WIndows (WIA) Scan but stops on HP Scan and has a red x on it.

[Rachel571]

Hi @LAM1211,

Welcome to HP Support Community.

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

If your HP OfficeJet Pro 8025e is printing fine but encountering issues with scanning, and the HP Scan Doctor gets stuck, here's a comprehensive approach to troubleshoot and resolve the problem:

1. Basic Troubleshooting

Restart Devices:

• Turn off your printer, computer, and router. Wait a few minutes, then turn them back on.

Check Connections:

• Ensure that all cables (USB or network) are securely connected.
• If you are using a wireless connection, ensure that both the printer and the computer are connected to the same Wi-Fi network.

2. Update or Reinstall Drivers

Update Drivers:

• Go to the HP Support website and download the latest drivers for your HP OfficeJet Pro 8025e.
• Install the drivers and reboot your computer if prompted.

Reinstall HP Software:

• Uninstall the current HP printer software from your computer:
  • Go to Control Panel > Programs and Features (or Apps & Features on Windows 10/11).
  • Find your HP software, right-click, and select Uninstall.
• Download and install the latest version of the HP Smart app or HP Printer Software from the HP website.

3. Check Scanner Settings

Open HP Smart App:

• Open the HP Smart app on your computer.
• Select your printer and click on Scan.
• Check if you can perform a scan from within the HP Smart app.

Check Windows Fax and Scan:

• Go to Start > Windows Accessories > Windows Fax and Scan.
• Try to perform a scan using this built-in tool.

4. Verify Scanner Configuration

Check Scan Preferences:

• Open Control Panel > Devices and Printers.
• Right-click on your HP OfficeJet Pro 8025e and select Properties or Printer Properties.
• Check the Scanner tab and ensure it is properly configured.

Check WIA Service:

• Press Windows Key + R to open the Run dialog.
• Type services.msc and press Enter.
• Locate Windows Image Acquisition (WIA) service and make sure it is running. If not, right-click and select Start.

5. Run HP Print and Scan Doctor

Run HP Print and Scan Doctor:

• Download the HP Print and Scan Doctor from the HP Support website.
• Run the tool and follow the on-screen instructions to diagnose and fix scanning issues.

Check Results:

• If HP Scan Doctor shows a red X for HP Scan, it typically indicates a problem with the scanning software or communication between the computer and the printer.

6. Check for Conflicting Software

Check for Other Scanning Software:

• Ensure that no other scanning software or security software is interfering with the HP scanning process.

Disable Third-Party Security Software:

• Temporarily disable any third-party antivirus or firewall software and check if the scanning functionality is restored.

7. Perform a Printer Reset

1. Reset Printer:
   • Go to your printer’s settings menu.
   • Find the option to Restore Factory Defaults or Reset and perform the reset.
   • Reconfigure your printer and try scanning again.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support