Says needs software to scan but software already downloaded and up to date

[sparkerart]

When I attempt to scan I get an error message on the printer: "Software required." We have already downloaded the latest software and when we use the HP troubleshooting it says the software is up to date. 

[TEJ1602]

@sparkerart, Welcome to HP Support Community!

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printing and scanning issues.

For more information, go to https://support.hp.com/in-en/topic/printscandoctor

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates.

For more information, go to Updating or Upgrading Printer Firmware.

If the issue persists, you can perform a root level uninstallation and reinstallation of the printer driver-

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”

😎 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.

Download and install the full-featured software from here.

Hope this helps!

Please click “Accept as 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! 

[sparkerart]

Ran print and scan doctor many times - didn't help. It doesn't detect any issue. Have done the firmware thing, it says everything is up to date. And by the way, we now cannot print anything. First it was saying it cannot communicate with the printer, now it just says it's printing but it isn't.  I guess uninstalling and reinstalling is next. 

[TEJ1602]

@sparkerart

If the issue persists, you can perform a root level uninstallation and reinstallation of the printer driver-

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”

😎 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.

Download and install the full-featured software from here.

Hope this helps!

Please click “Accept as 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! 

[sparkerart]

We uninstalled and re-installed, it is printing but have been on vacay (my coworker did the uninstall) so haven’t had a chance to try scanning. Will let you know, thank you. 

[TEJ1602]

@sparkerart

Sure, do let me know once you are back.

Will wait for your response.