Scan driver error diagnosis

[PilgrimPete]

Failure to scan. Print and scan doctor 5.3.1 activated and solutions advised do not resolve the issue. The driver check fails each time.

[sandytechy20]

@PilgrimPete

Welcome to HP support community.

Perform root level uninstallation to remove all the printer related software's.

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and install printer full feature driver

Click here to download the driver.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[HOM54]

Hi. I am trying to use an HP ENVY 6255 All-in-one printer for several computers in the same household, and am able to print documents from my HP PC with Windows 10 64-bit, but have so far been unsuccessful in my attempts to scan documents. At first the error message was "Go to 123.HP.support" to download drivers, which I did, and that message no longer appears. 

The latest error message, after attempting to scan a document, and waiting while the screen blinks "connecting",  is "One or more of the following problems has prevented the scan from being completed:

- The connection to the computer has been lost

- The scan application on the computer is currently in use

- An OCR application is not installed on the computer

Check the compute for more information".

However, when I return to my computer (in another room), there is no information on display on the computer, and I have attempted the following, to no avail:

- I have removed all software pertaining to the old printer from the system

- I have removed and reinstalled the printer, and its software

- I have ensured the printer is connected to the Network, and the printed Network Configuration Page indicates that all salient features are ready or enabled.

- I have run the latest version of the HP Print and Scan Doctor several times with the same result, namely, under the Finding and Fixing Problems tab, both the Recommended Updates and Windows Scan items are found and fixed", but the printer will not print the Test Page when that tab is clicked, and the printer will still not scan when I attempt a regular scan.

- I have also disconnected the printer, reconnected it and restarted my computer, with no improvement.

In case it is relevant, with the printer and computer in different rooms I cannot connect them physically with a USB cable, and have been attempted to do all this over the wireless network.

Any assistance or suggestions would be very much appreciated. Thank-you.

[sandytechy20]

@HOM54

Welcome to HP support community.

Check Windows Image Acquisition settings

1. In Windows, search for and open View local services.

2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).

3. Look at the Status and Startup Type values.

   • If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. Skip to the next step.

     

   • If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

     If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

You can refer this HP document for more assistance:- Click here

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[HOM54]

Hi, Sandy, thank-you for the quick response and the suggestions. 

My WIA is hung up on "Starting", which, after a quick search thru Google, seems to be a fairly common issue. Rather than try anything there, I thought you might know better how to address this, being with the Home Team, so to speak.

[sandytechy20]

@HOM54

This might require one on one interaction to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

Cheers.