Scanned images do not display following a scan

[newbie288]

After scanning over 50 pictures, the scanner suddenly stopped displaying the scanned image on my PC and the save button is now greyed out.  There were no intervening events between when the scan worked and when it stopped working. I have unplugged and restarted the MFP, rebooted the computer, uninstalled and reinstalled the printer. The hardware is working - the scanner moves across the picture but then the image fails to appear. How can I resolve the problem?

[Betty0610]

@newbie288

Welcome to the HP Support Community.

Are you able to copy?

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[newbie288]

Betty0610,

Thank you for responding to my post. I had tried all your suggestions prior to posting the problem.  None of those actions helped. However, I subsequently located and installed your HP Smart app and now the scanned images are appearing on my laptop and all is good. I would recommend that HP update its self-help  screens and its virtual agent to include information on using your HP Smart app to solve this type of problem. Thanks again.

[Betty0610]

I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

Have a nice day!:)