Scan-to-computer randomly stops working

[NejcR]

Hi! Our company's IT helpdesh here.

I have problems with Scan-to-computer feature on two printers. The first one is the HP OfficeJet Pro 7740, the second one is HP PageWide Pro MFP 477dw. They are network printers, connected over ethernet, static IP. Both of them are being used on a variety of computers with both Windows 7, and 10 (64-bit).

After instalation of the drivers, all works great. Scan-to-computer is enabled, working well, Scan to computer automatic start on computer power on is enabled... All in all, everytihng is great and working.

But then, randomly, after maybe a day or a week or two, Scan-to -computer stops working. The error reads "Scan to Computer is currently unavailable" ... "If the problem persists, please restart your pinter." ...

After restarting the printer, it sometimes resolves the issue. Not always. After restarting the computer, it sometimes resolves the issue. Not always. After restarting both, it sometimes resolves the issue. Not always.

At all times, Scan-to-computer is enabled, and set so that it does start on computer power-up.

Reinstalling the drivers does, however, always resolve the issue.

Before reinstalling the drivers, I use HP Print and scan doctor (5.2.1). Sometimes it finds nothing, sometines it reports "Driver problems". For freshly downloaded, up-to-date drivers from the HP page. Like I said, reinstalling the drivers does resolve the issue.

But this must not be the solution, since nothing changes in the network, computer or printer coniguration between working and failing Scan-to-computer. And, to sum up, the problems do occure randomly, on random computers, at random times. And I'm preety sure that this isn't the way it's supposed to be.

Please advise on a solution, since I'm preety fed up with the drivers reinstalation, and getting the same phone calls all the time.

People are starting to say I don't know what I'm donig, since "... he still didn't fix thet scaning problems..."..

[Kumar0307]

@NejcR

Welcome to the HP Support Community!

Performing a clean reinstallation of HP Drivers may resolve this issue. Let us try these steps: 

Step 1: Clean uninstallation of Pre-installed HP drivers

1.  In Windows, search for and open Programs and features 
2.  Select your HP Printer 
3.  Select Uninstall 
4.  In Windows, search for and open Devices and printers 
5.  In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 
6.  Open up the run command with the “Windows key + R” key combo. 
7.  Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”) 
8.  Click on the “Drivers” tab 
9.  Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 
10.  Select Ok 
11.  Select Apply and Ok on the Print Server Properties windows 
12.  Close Devices and Printers, restart the computer.

Step 2: 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.

Step 3: 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 7740.

Search Windows for HP > HP OfficeJet 7740 > 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

Let me know how this goes.

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