Scan won't work

[peterbey1]

Trying to scan getting a message saying 'general failure'. Printer working and wifi connected to computer I also get a message saying 'cannot find printer'. Tried the HP pri nt and scan doctor but after 2 hours or more it could not get past the windows scan. Am getting incredibly frustrated with problems with HP printers which in my experience never work without first having to resolve problems. Can anyone help?

[Resolv_S]

Hi@peterbey1,

Thanks for stopping by HP Support Forums.

I came across your post and would like to help.

Error on the printer. Unable to perform any actions. Is that, correct?

Does the printer perform the copy function?

Please share in order to understand the issue from a hardware or software standpoint

Hope the solution answers your query. Feel free to reply back for more.

Resolv_S

Glad to help you. I work for HP

Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.
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[peterbey1]

The print and copy functions are working fine only scan does not work.

[Resolv_S]

Hi@peterbey1,

Thanks for the response.

Try uninstalling the drivers and reinstall the latest drivers using the link below.

http://ftp.hp.com/pub/softlib/software12/COL48442/al-117577-4/DJ2540_188.exe

Hope the information shared will help you. Please share for more.

Resolv_S

Glad to help you. I work for HP

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

"HP respects and is committed to protecting the personal information of our covered individuals." You can read more in the HP Privacy Statement.

[peterbey1]

Thanks for your reply. I tried this yesterday but without uninstalling the drivers. I just did it again after unistalling drivers.

Still same problem. Printer works ok but when I try to scan it cannot find the device. I tried the print and scan doctor again and as before when it gets to the 'Windows (WIA) scan' nothing happens. So I am back to square one.

[Resolv_S]

Hi@peterbey1,

Thanks for the response.

I request you to perform the steps below and check if that helps you reinstall the software.

• Recommend you to uninstall the printer again from Programs and features (Control Panel)
• Check in device manager, if the printer is listed there, please delete it.
• Go to devices and printers, select any printer listed there and you will get some options on the top. 
• Click on print server properties. 
• You will get a popup, click on the Drivers tab and delete all the HP printer drivers listed there, if any.
• Restart the PC.
• Update the firmware on the printer using the control panel on the printer. (Will require the printer to be connected to your wireless network.)
• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• Restart the PC again. 
• Download the latest full feature driver from www.hp.com/drivers and install it on the computer. 
• If possible, delete the printer from the registries using Regedit or using any other 3rd party application.

Hope the information shared will help you. Please share for more.

Resolv_S

Glad to help you. I work for HP

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

"HP respects and is committed to protecting the personal information of our covered individuals." You can read more in the HP Privacy Statement.

[peterbey1]

I managed to follow your instructions ok and carry out all the tasks. Ieven started to believe that it would work. Once again printer and photocopier are working fine but when I try to do a scan I am told that the device cannot be found. I will try one more fix and if that doesn't work the device is going in the dustbin (trash).

[peterbey1 · Accepted solution]

Ignore my last message. Out of desperation I used the print and scan doctor again and it worked. My scanner is now working although I don't kn ow for how long. Thanks for your help.

[Resolv_S]

Hi@peterbey1,

Thanks for the response.

Glad to hear that the product is working again.

You can reach out to HP Support Forums for any assistance required for your HP Product in the future as well.

Happy Holidays and New year wish to you.

Resolv_S

Glad to help you. I work for HP

Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos Thumbs Up" to say “Thanks” for helping!

"HP respects and is committed to protecting the personal information of our covered individuals." You can read more in the HP Privacy Statement.

Note: HP Doesn't recommend any upgrade/downgrade of any hardware/software parts or software that is bundled with the product. It may affect the manufacturer's warranty.

[peterbey1]

Hi, it's me again.

My problem has returned. I was scanning some pages and the scan failed halfway through the second page. I tried to cancel the scan but it did not work. I turned off the printer and removed plug from socket, turned computer on and off but when I returned to the scan function I was told that the scanner was still working and had to wait for it to finish. I tried Print and scan doctor again and again it stopped at Windows (WIA) scan.

Any ides?