Scan function not working

[ianthepianist]

Have acquired a new PC. Although print function working perfectly, scanning not working, appears to be due to a missing driver. Have tried to install driver via Windows Update, but C4600 series not listed. ANy ideas how to obtain required driver, please?

[sandytechy20]

@ianthepianist

Welcome to the HP support community.

I understand that you are unable to scan from your new Windows 10 computer, I am glad to assist you.

Since this is an old printer model, there is no full feature driver available for Windows 10 computers.

However, you can use the HP scan and Capture app to scan from your computer.

1. Turn on the printer, load plain paper in the input tray, then confirm ink or toner cartridges are installed.

2. Place the item you want to scan on the scanner glass or load it into the automatic document feeder (ADF), if your printer has one.

3. On your computer, go to HP Scan and Capture (in English) to install the app from the Microsoft Store.

4. After the app installs, click Launch.

5. Click the menu  icon, then select Settings.

6. Click Select Device, then select your HP printer.

   

7. Click Document Scan Options or Photo Scan Options to change any settings, then click the back arrow.

8. Click outside the Settings menu, then click Capture Documents or Capture Photos.

9. When the scan completes, click the save  icon.

   The Save As window opens to save the item to a folder.

Refer to this HP document for further assistance:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[ianthepianist]

Hello sandytechy and thank you for what sounds like excellent guidance. I am sorry to report no progress, because when in HP Scan and Capture I chose "Select Device", despite having just printed something so printer still switched on, the app failed to find it, was still the case after restarting the PC. The error message advises downloading drivers from HP Support web site, but I had already tried without success to do that from the same page to which I was directed, which is still the case, despite the fact that my printer is listed there. I hope you have more ideas!

[sandytechy20]

@ianthepianist

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.

Keep me posted.

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

Cheers.

[ianthepianist]

Hello again Sandytechy. I really appreciate your efforts to help me, but (I hope this is not just me being dense!) before joining the community I tried to do what you suggest, and having tried again, following your instructions, after doing step 2 I could not find where to enter the serial number, so I signed in, which brought up the details of the device and serial number. I was then unable to find a list of options, and despite the page that came up (namely https://support.hp.com/gb-en/contact-hp/product/hp-photosmart-c4600-all-in-one-printer-series/373914...) including a line

"indicates options that require sign in, and will provide a case number: Sign in", I could not find anywhere a list of such options.

Help!! please.

[sandytechy20]

@ianthepianist

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.