Scan a document or Photo window doesnt open

[sree3333]

Hello guys,

Printer : HP OfficeJet Pro 8740

OS : Windows 10 Enterprise 64 bit.

I am able to print without issues but could not scan the document. I installed "HP OfficeJet Pro 8740" software. Under "Scan" tab, when i click on "Scan a document or Photo" nothing happens 99% of time or some times the window open trying to connect to printer and it stays there for ever.

From one of the answers in this form i even installed "HPScanExt.msi" HP Scan Extended software but that doesn't seems to help.

Any help is greatly appreciated.

[Dragon-Fur]

@sree3333 

From your initial description, it sounds like the Full Feature Software is not fully installed. 

However

If that the the case, I cannot imagine why it would work even the 1% of the time. 

?

So, not sure.

Consider

Check your printer on the network - check the logs in your network router - make sure the printer is using its own IP address and not trying to use an IP / Mac Address pair from a previously installed printer on the same network. 

NOTE:  This scenario is unusual - most of us clean up our network when old devices are removed.  It is, however, possible to get caught.  The consequence is unreliable connection between the printer and the network and persistent software installation issues.

and

Use the procedure below

follow steps in The Detailed Procedure – “All the bits and extra steps”

=================================================================

Clean Remove and Reload Printer Software

Prep Work and Important Information

The Print and Scan Doctor

Trouble?  Before you try anything else, you may wish to download and run the HP Print and Scan Doctor - it does find and fix a number of issues, the software is easy to run, and it won't make anything worse.

The Doctor can help with several issues, including driver, connection, and "jobs stuck in the queue".

HP Print and Scan Doctor for Windows

HP Smart – The “Smart” New Printer Application for Windows 10

Looking for the HP Smart Application for Windows 10?

Indeed getting “smarter” all the time, the HP Smart App provides all the print environment and setup you need to use your printer.

1. Add your printer to your network.
2. Download and Install HP Smart for Windows.

How-to

Open the Software and Drivers Support Website for your printer

Check the Box Get the App

OR

Links to HP Smart software for Windows and Mobile devices,  includes an FAQ section

 HP Printers - Using the HP Smart App (Windows 10)

Adobe Reader DC – Needed Whether You Use It or Not

If you have not done so,

Reinstall / Update your PDF Reader (Adobe Reader DC /Optional  Foxit Reader)

HINT:  Watch out for and UNCHECK unwanted extra software

Adobe Reader DC software should be installed even if you do not open / view / print PDF files directly from the software.

IMPORTANT – Things are changing:

Not every printer offers the Full Feature Software as a direct download.

1. If available, use the Easy Start method to install your software: During the installation, select the Full Feature Software (full driver) when the option to select the software is presented. The name of the “full driver” might vary by printer model.  For example, the software might be called “Full Solution Software” or simply “Full Driver”.
2. After the software is installed, Restart the computer and log in

The Basics – Reinstall Full Feature Software

Printer Software

• Uninstall the existing printer software from Programs and Features
• Restart the computer and log in
• Open Category Software and Drivers in your printer Support Website
• Download-and-Save the Full Feature Software or HP Easy Start Printer Setup for your Operating System version.
• Navigate to the folder in which you saved the software installation package (likely Downloads)
• Right-Click on the downloaded package and "Run as Administrator" to start the installation
• After the software is installed, Restart the computer and log in

+++++++++++++++++++++++++++++++++++++++++

OR

“Not Working” – Software does not work, won’t install, or is generally “stuck in the mud”?

The Detailed Procedure – “All the bits and extra steps”

Things to Know

NOTE

This procedure does not address File System errors in Windows nor does it fix issues in your network that are blocking or failing to find and accept the device on the network. 

• Read through the following text, then proceed with the steps that are relevant to your situation.

• For best results, do not ignore the suggested Restart

• Procedure includes optional “extra bits” clear and clean steps for the purpose of training and to help “troubled” software installations. Extra sections are marked with an asterisk pair “**” front and back.

• In general, most installations tend to work better if Windows Updates and your other computer Updates are already installed and current.

(Start)

** Printer Software – Blocked in Security Software **

Check your Security Software to make sure the printer software is not being blocked.  Most Security software will allow you to make an exception for applications / software you want to use on your computer.

If you make changes to the security software setup, Restart your computer and log in.

Uninstall Existing Printer Software

Uninstall existing printer software from Programs and Features

Method One - Control Panel > icon view > Programs and Features >

Method Two - Settings > Apps > Apps and Features >

Search or Scroll down

Uninstall the printer software

After the software is removed, Restart the computer and log in

If printer software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

** Uninstall - Printer Software – Lurking in the Device Manager **

Check / Verify:  If the printer is still lurking in the Device Manager, remove it.

Control Panel > icon view > Device Manager

Expand category Printers

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Expand category Imaging Devices

If any unwanted printer name or “Unknown Device” is listed,

Right-Click on the printer / device > Uninstall

Restart the computer and log in

** Uninstall - Printer Drivers – Lurking in Devices and Printers **

Check / Verify:  If the printer drivers are still lurking in Devices and Printers, remove driver(s) related to the printer.

Control Panel > icon view > Devices and Printers

Left-Click on any unwanted Printer found in the Printers list

Clicking on a printer, displays options along the ribbon (near the top of the Devices and Printers window)

Click Print Server Properties > tab Drivers

Click on Driver(s) in list, select Remove > OK to exit menu

Back in Devices and Printers > Right-Click on the printer > Remove Device

Restart the computer and log in

** Uninstall - Printer Software – Lurking in the User Account **

Check / Verify:  Printer related files and folders are stored in the User AppData hierarchy.  If you have had trouble getting the printer to work, complete this step to delete printer files from the Temp folder and the Local\HP folder

Clear Temp Folder in AppData

Method One

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\Temp

OR

Method Two

Windows key + X + R (Run command) > type %temp%

Delete the files in the Temp folder (It is expected that some files cannot be deleted, ignore these)

Restart the computer and log in

Clear HP Printer mention in AppData\Local\HP

Open File Explorer > Navigate to C:\Users\YourAccount\AppData\Local\HP

Remove / Delete any folder named for the printer you wish to remove

Installation – Full Feature Software

NOTES

• If using USB, disconnect the USB cable between the printer and the computer before starting the installation. Connect the cable when instructed to do so (toward the end of the installation procedure).

• Some (newer) printer models (only) provide the "Easy Start" install method. When applicable, the Easy Start installation will be found in the Software and Drivers website support page > Category Software

• Within Easy Start, you will be given the opportunity to install the software that is available for the printer. 
  • Look for / Select the "Full Driver" software

HP Documents

HP Printers - Finding Drivers, Apps, and Updates for HP Printers

HP Printers - Uninstalling the Printer Software (Windows)

HP Printers - Updating or Upgrading Printer Firmware

Install - Manual Installation of the Downloaded Printer Software

• Open Category Software and Drivers in your printer Support Website
• Download-and-Save the Full Feature Software or HP Easy Start Printer Setup for your Operating System version.

• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”

NOTES

1. If you use the Easy Start method, select the Full Feature Software (full driver) when the option to select the software is presented. The name of the “full driver” might vary by printer model.  For example, the software might be called “Full Solution Software”.
2. After the software is installed, Restart the computer and log in

** Install - Optional - Video help **

NOTE:  Videos may be found in one or more locations (depending on printer / software / version)

Open the printer Software and Drivers page >

Scroll down and select Related Videos > Click View All >

Find and view the relevant video

AND / OR

** Install - Printer Homepage – “Things that are your printer” **

Drivers / Software / Firmware Updates, Videos, Bulletins/Notices, How-to, Troubleshooting, User Guides, Product Information, more

Open the printer Website Support Homepage >

Scroll down and select Video Tutorials > Click View All >

Find and view the relevant video

AND / OR

Install - HP Collection of “how-to” videos

HP Video Gallery

• Use Categories and the search window to narrow the search. 

For example,

Category Printers and All-in-Ones > Install, Setup, Drivers

• Select your Video

Firmware

Consider installing the printer Firmware

READ (when provided) all information and instructions before installing the firmware

If / After the firmware is installed, Restart the computer and log in

Reminder:  Firmware is normally updated after the printer software is installed / functional.

===================================================

Install - Optional / Extras

** Install - Optional - For Windows 10 Users – Compatibility Mode **

If you have been having trouble getting the printer software to fully install (Printer Assistant is functional and Scanning works), consider using Compatibility.  Note that this method only fixes “one type” of difficulty; installing this way may – or may not – make the necessary difference.

Right-Click on the downloaded installation file > Properties > Compatibility 

Check "Run this program in compatibility mode for"

Select Windows 8 (or the closest you can find)

Click Apply and OK to close the Properties menu

Right-Click on the installation file and select to Run as Administrator

** Install – Optional - Port Issues - Create a TCP/IP port **

The assigned port may fail to connect the printer or certain printer activities (Scan).  Create / Switch to a TCP/IP Port to facilitate communication and prevent ‘offline’ issues

How-to “Create TCP Port” Contributed by  greenturtle:

Create TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, Right-Click the printer and Left-Click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:
Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

(Finish)

Reference and Resources – Places to find (more) help and learn about your Printer

Clarification of terms and "what the printer can do" (Specifications)

Printer Homepage – “Things that are your printer”

NOTE:  Content depends on device type and Operating System

HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Access to the Print and Scan Doctor (Windows), User Guides, Product Information, more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP OfficeJet Pro 8740 All-in-One Printer series

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

[sree3333]

@dragon-fur

Thank you for details explanation. I already installed HP Print and Scan Doctor for Windows which shows that i had issue with "HP Twain Scan".

Here is what i did finally instead of going through many things to fix. I opened a browser : http://ipaddressofyourprinter. This has all the things that i needed to do.

In this way - i dont have to install software on 3 different systems at my home

Thank you,

s

[Dragon-Fur]

@sree3333 

Excellent - good to know the issue is resolved to your satisfaction.

For those reading:

If the printer is on the network, use the Embedded Web Server (EWS) to manage and configure your printer. 

The details (what you can do and how it is accomplished) differ by printer model and region.

Open your favorite browser > type / enter Printer IP address into URL / Address bar

General Example - Copy Defaults (details differ by printer model)

EWS_9025_Copy_Defaults_2

and

Webscan

Notes

• Webscan requires no additional software to be installed on the computer
• If Webscan has never been used, it may have to be enabled.

Examples -

Webscan Enable

EWS_9025_Settings_Security_Administrator_Webscan

Use Webscan

EWS_9025_Webscan_1

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.