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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎10-06-2017 05:58 AM - last edited on ‎10-06-2017 10:33 AM by Retired

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I'm thinking of never buying an HP product ever again. I've uninstalled, installed using your software link, uninstalled again this morning and used the original dvd. Still when I try to scan it tells me it's not found. It prints fine so it's not the cable being a problem. The only thing I've not tried is connecting to a different computer. I'm way past angry....The HP Photosmart 5520 series was not found 6 oct 2017.jpg

1 person had the same question
3 REPLIES 3

‎10-07-2017 02:17 PM - edited ‎10-07-2017 02:20 PM

HP Recommended

Hi @johncherrywood,

 

Good Day. A warm welcome to the HP community. I reviewed the case regarding issues with the printer not scanning correctly although it prints. will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

For better clarity and to assist you correctly, I would require more information regarding this:

  • Did this happen after a Software or Windows update?
  • DId you run the HP print and scan doctor?
  • DId you try to make copies directly from the printer and check if it copies correctly?

For now, try these steps:

Make 2 copies directly from the printer without any communication from the computer.

If it copies fine, then uninstall the printer software from the root level and reinstall it by following these steps:

  • Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)
  • Check in device manager, if the printer is listed there, please delete it. (Right-click on the Windows button to access device manager)
  • Go to devices and printers, select any printer listed there and you will get some options on the top. 
  • Click on print server properties. 
  • You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there if any.
  • Delete all the instances of your printer listed in devices and printers.
  • Restart the PC.
  • Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 
  • Type %temp% in the run box and click Ok or hit the Enter button.
  • It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
  • If possible, delete the printer from the registries using Regedit or using any other 3rd party application.
  • Ignore the Regedit option if it cannot be done.
  • Restart the PC again. 

Then download the latest full feature driver from this link: http://hp.care/2y7AzVCand install it on the computer after selecting the correct operating system.

Connect the printer to your computer only when the setup prompts for the printer. 

This should do the trick for you.

 

If the problem persists, you could look up these links for scanning.

  • Link 1: HP scan and capture for scanning: http://hp.care/2fAFYxE gives information to download, install and use the app with FAQs
  • Link 2: HP Smart app: http://hp.care/2hmgdBr gives information to download, install and use the app with FAQs

This will do the trick for you.

 

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

 

Hope this helps. Let me know how it goes.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead. 🙂

 

DavidSMP
I am an HP Employee

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‎10-07-2017 03:05 PM

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thanks for your advice, I'd done all of this apart from editing regedit, but doing what I'd done before with problems I did a system restore, which showed a system restore point made when I installed my slides scanner about 3 weeks ago, and bisto, it solved the problem. I can once again use the scanning function on my 5520. thanks again.
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‎10-08-2017 04:11 PM

HP Recommended

 

 

Hi @johncherrywood,

You are welcome.

 

I am happy to know that the issue has resolved after system restore.

 

I also appreciate your time and patience.

 

Feel free to ask your queries in future in this forum and we will always be there to help you.

 

You have a good day ahead.

 

 

Rainbow23 - HP Support.
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