Scan freezing issue

[Profe72]

After I scan to my PC, I click on "Forward as email". Nothing happens and the scan screen freezes. I have been using this scan for a couple of years, no problem. I have rebooted both the printer and the PC. Doesn't work. Also in the operating system above it asked if I have Windows 10  32-bit  or 64- bit. Sorry, don't know how many bits I have.

[TEJ1602]

@Profe72, Welcome to HP Support Community!

I see that you have issues with scanning, try the steps below-

Use HP Print and Scan Doctor

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

For more information, go to https://support.hp.com/us-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. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Try scanning. If the issue persists, I'd like to know the following-

• What happens when you scan and save on the computer?
• Does it ask you for a sign-in to forward to email?

Keep me posted for further assistance.

Please click “Accepted 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!

[Profe72]

Thank you. I ran the Print and Scan doctor but the problem persists. I now get a message that says the scanner can't find my email application.  This is strange, as until a week ago, there was no problem with forwarding the scan to email.

Can you help me connect the printer/scanner with my email application?  I use a local server for email, not gmail or hotmail, etc.

[TEJ1602]

@Profe72

Thanks for replying!

Are you able to log in to your email to send and receive emails?

Refer to the User Guide pages 42-45 to learn more about scan to email setup.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[Profe72]

No problem with sending or receiving emails. The only problem is that a scanned document will not forward to email, and everything freezes. I went to the help manual, but it didn't really address this particular problem. I can still scan and save as a document, which is what i've had to do lately.

[TEJ1602]

@Profe72

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

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.

Use this link to download and install the new driver. Configure the printer and try scanning.

Hope this helps! Keep me posted. 

Please click “Accepted 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!