• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
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

‎10-21-2019 11:44 AM

HP Recommended
Product: HP OfficeJet 6962
Operating System: Microsoft Windows 10 (64-bit)

I am unable to use Scan To Computer on my new OfficeJet 6962 Printer/Scanner/Copier/Fax.  Windows 10.  Connected to my home's WiFi via an ethernet cable.  My laptop is connected on WiFi. 

 

The massage I'm getting says "You cannot use this function because it has been disabled. For more information, contact the person who set up the printer."  

That was me, and as far as I know I never disabled anything that important!

 

I've run all the diagnostics I can find, tried to enable the service through the embedded Web Server (whatever the hell that is!), and looked through multiple forums; all of which say something to the effect of "Search Windows for the printer and enable using the HP Printer Assistant."  I don't appear to have the HP Printer Assistant.  All I can find is HPSmart, which seems to be the App which controls the printer now.

 

Everything else seems to work properly, but "Scan To Computer" is the most useful button on the unit for me and I'd like it to work properly.  

 

Thanks in advance.

3 people had the same question
1 REPLY 1

‎10-23-2019 03:16 PM

HP Recommended

@EBD77, Welcome to the HP Support Community!

 

It is important to install the HP Full-featured driver(HP printer assistant) on the PC to enable 'Scan to computer' option.

Click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

 

Enable Scan to computer

Open the HP Full-featured software by clicking on the printer icon on the desktop screen or by searching windows for HP Officejet pro 6962.

Search Windows for HP > HP OfficeJet  6962 > double click to open the HP Printer assistant > Click on Scan

 

Click on Manage scan to computer >

 

Click on Enable > Check the box at the bottom > Close

 

Try Scanning.

 

Let me know how this goes.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

KUMAR0307
I am an HP Employee

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.