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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Locked

‎02-15-2022 03:11 PM

HP Recommended
Product: HP ENVY Pro 6455 All-in-One Printer
Operating System: Microsoft Windows 10 (64-bit)

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?

Category:
6 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎02-16-2022 01:45 PM

HP Recommended

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”.

I'm not an employee of HP, I'm as volunteer here.
        
Inquiries via private messages (PM) cannot be answered.

View solution in original post

3 people found this reply helpful
Was this reply helpful? Yes No
4 REPLIES 4

‎02-16-2022 01:45 PM

HP Recommended

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”.

I'm not an employee of HP, I'm as volunteer here.
        
Inquiries via private messages (PM) cannot be answered.
3 people found this reply helpful
Was this reply helpful? Yes No

‎02-17-2022 02:56 PM

HP Recommended

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

1 person found this reply helpful
Was this reply helpful? Yes No

‎02-18-2022 05:03 AM

HP Recommended

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".

I'm not an employee of HP, I'm as volunteer here.
        
Inquiries via private messages (PM) cannot be answered.
Was this reply helpful? Yes No

‎02-26-2022 07:55 AM

HP Recommended

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.

1 person found this reply helpful
Was this reply helpful? Yes No
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