Scan issue

[Phillypat]

Printer will print but not scan.  Message says that it's off-line but it's not.  I've tried HP Doc with no help.  It used to scan but not anymore.  Anybody else run into this?

[Andr-1611 · Accepted solution]

Hello @Phillypat ,
Welcome to the HP Support Community!

Try first this:

1. shut down printer via on/off switch
2. switch off the router
3. shut down the computer
4. wait about 60 sec.
5. switch on the router, wait until the router has completely initialized itself again
6. Switch on the printer, wait until the printer has finished its initialization
7. switch on computer, log in (with admin rights) and wait about 10 sec.

... and now everything's working again?

If that doesn't help, here's what you need to do:

1. Uninstall HP printer software, and then remove the printer from your Devices list. 
2. Restart the PC
3. Close all programs
4. download only this complete package: HP Universal Scan - Full Feature Software and Driver 
   File name: Full_Webpack-51.5.5392-SJ0001_Full_Webpack.exe (314.9 MB) < Depending on the Internet speed, it takes time.
5. Close all programs
6. Open up the run command with the "Windows Key + R" key combo > in folder Downloads double-click on the Full_Webpack-51.5.5392-SJ0001_Full_Webpack.exe
7. The installation was completed successfully, now you must ...
8. Restart the PC again
9. Now the installation is complete.

Document error messages accurately, even better is to take a screenshot of it and upload here.

Hope this helps! Keep me posted.
Andr-1611

If my post resolved your problem please mark this post as an "Accepted Solution".
Or click on the YES button to reply that the response was helpful and/or to say “Thank You”.

[Phillypat]

Thank you very much!  Your "Plan A" worked great!  Much appreciated!

[Andr-1611]

You’re much welcome, great to hear that the problem has been resolved!
Kind Regards
Andr-1611

Please mark the post as an "Accepted Solution".

[Phillypat]

I'm finding that the scan problem happens every time I want to scan.  You've given me the solution but it's very annoying that I have to take extra solution steps every time I want to scan.  I've alerted HP.