Scan Utility and HP Assistant will not open

[OregonSteve]

The Scan Utility (HP Scan) will not open. Neither will the HP Assistant utility. The eror dialog box says "The [printer] cannot be found.

Printer is on a network. PC can print without issue.  WIA service is ON. Tried with the Windows Firewall off. This did not make a difference.

There are two other computers in the same room, also running Windows 7, that do not have this issue.

I've uninstalled/reinstalled all of the HP Software. 

I've ran the HP Scan Doctor utility. It says "Not all of the software has been installed." I chose the option to install software... this did not solve the issue.

Tried from Windows Fax and Scan. Message says "device not found."

Thanks in advance

"Never, never doubt what nobody is sure about." -Willy Wonka

[Barachiel · Accepted solution]

Hi OregonSteve ,

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂 

that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

How long are you facing this issue?

Does the print and copy works fine?

Meanwhile follow the steps given below:

I recommend you delete the driver and root level and retry, follow the steps below: 

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 

Follow this link and install the full feature driver software.

Keep me posted, 

If the information I’ve provided was helpful,  

Give us some reinforcement by clicking the solution and kudos buttons,  

That’ll help us and others see that we’ve got the answers! 

Good Luck. 😉

[OregonSteve]

Hi- The printer itself works fine. There are two other PCs that use it and can use the Scan Utility successfully. This one PC can print successfully but has never been able to use the Scan Utility. 

I've attempted to remove the printer from Devices and Printers. It does not successfully delete, however. It shows "pending deletion".

I've removed the HP software by uninstalling each component from within Programs and Features.

I will follow the steps you outline and update this thread as soon as possible.

Thanx

OregonSteve

"Never, never doubt what nobody is sure about." -Willy Wonka

[Barachiel]

@OregonSteve ,

Thank you for the replying,
Please take your time and get back to me with the results,
 
I'll be awaiting your response and would be glad to help.
 
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
 
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment.
Regards,

[OregonSteve]

Hi- In following the steps you outlined I was unable to remove the driver from the Print Server Properties gui. An error displayed basically saying the driver could not be deleted becasuse it was still in use (see below). This, I believe was due to the printer device that was in the "pending deletion" status.

However, in rebooting the system and reinstalling the software package, the Scan Ulitity now functions as expected.

Thank you very much for your assistance!!!

OregonSteve

"Never, never doubt what nobody is sure about." -Willy Wonka

[Barachiel]

@OregonSteve ,

Hurray!!! I'm delighted to hear that it's working! Feel free to reach out to us again. Have a great day. 🙂 Cheers !!!! 😉