Scan issue after firmware update v1827B

[AbdeH]

I updated the printer firmware to version 1827B. Before the update, scan was working fine. But after the update, I was unable to scan. I tried initiating the scan from my HP laptop (HP Printer Assistant) as well as directly from the printer. The scan function would start but after a few seconds, the printer would automatically cancel the scan. In The HP Printer Assistant, no message would be displayed; it would not show the scan viewer or enable the 'Save' button.

I ran the HP Print and Scan Doctor multiple times. Each time it said that it had found some problems and fixed them. But when I tred to scan, it was the same problem.

[Riddle_Decipher · Accepted solution]

@AbdeH

Welcome to HP Forums, 

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

Although, I need to know if you are able to scan or copy without the laptop, 

If that doesn't work either, it could be a hardware malfunction and since the issue occurred after the update, we could attempt a reset, check my private message for instructions.

That said, if the copier works fine as a stand alone while the software doesn't work,

you may want to reinstall the printer driver to fix the issue:

• Press "Windows key" + "r" to get the "Run" window.
• Type "services.msc" to get Services - Go to "Print spooler" - Right-click and "Stop" the service.
• Now again open "Run" - Type "spool" and ok - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.
• If the issue persists, also try clean installing the printer drivers. Here are the steps:
• First, unplug the USB cable from the printer if present. 
• Go to Control panel - Programs and feature - Select all the HP printer entries and uninstall them.
• Now go to Control panel - Devices and printer - Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type - "c:/programdata" - Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.

Then, use this link to access the HP website, find the drivers compatible with your windows and install it: CLICK HERE

If the issue persists, please go ahead and install the windows built-in drivers: 

If a full feature driver from HP is not available for your printer, you must install the built-in print driver. A full feature driver for one or more Windows versions is not available for your printer, either from the CD that shipped with your printer or from the HP website.

   NOTE:

Where is the download button? The HP print driver is built into the Windows operating system or is installed through the Windows Update feature on your computer. You do not need to download anything from a website in order to print, scan, or fax.

See the Frequently asked questions in this document for additional information, including how to scan using this driver.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE

(By the end of this article all the issues should be resolved)

Let me know how that pans out

I will have a colleague follow-up on this to ensure it's taken care off,

as I need to know if the issue has been resolved, to get proper sleep at night.

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon,

followed by clicking on 'Accepted as Solution' as it would help the community gain more knowledge, and have a great day Ahead!

[AbdeH]

Hi Riddle_Decipher,

Thank you for your detailed response.

I haven't tried to copy at all, but as mentioned in my original post, I did try to scan directly from the printer as well, but faced the same problem. Anyway, I did try to scan again later after posting the issue and here are the updates.

I tried to scan again but faced the same problem. I then increased the resolution from 200 ppi (default setting) to 300 ppi and tried to scan again. This time it worked. I changed it back to 200 ppi, but encountered the same problem again.

Later, I had to scan another document. And this time it worked with 200 ppi. So now it appears that the problem does not exist. So I am not sure what the problem was!

[KrazyToad]

@AbdeH

Thanks for keeping us posted

It looks like you were interacting with @Riddle_Decipher, but he is out for the day. I'm KrazyToad & I'm at your service. 

I'm glad the printer is working right now. If the issue persists, try the troubleshooting steps suggested by Riddle_Decipher

Do visit our HP Forums and drop us a message anytime you need help

Thank you and have a wonderful day 😊