Scanner Issues

[Sadiebellz]

Hi! I’m trying to scan documents on my printer but there is no scan option from the menu in the app. It’s a HP Envy 6455e.

[Hawks_Eye]

Hi @Sadiebellz 

Welcome to the HP Support Community! We're here to help you get back up and running.

Here are the steps you can follow to resolve the missing scan option issue on your HP Envy 6455e when using the HP App on Windows:

Confirm Printer Setup in HP App

• Open the HP App on your Windows computer.
• Ensure the HP Envy 6455e is added and shows as “Ready.”
• If not, click Add Printer and follow the prompts to connect it.

Check for Scan Option in HP App

• In the HP App home screen, look for the Scan tile.
• If it is not visible, click on Personalize Tiles or Customize and enable the Scan option.
• Save the changes and return to the home screen.

Verify Windows Imaging Devices

• Press Windows + R, type control printers, and press Enter.
• Under Devices and Printers, confirm the HP Envy 6455e is listed.
• Right-click the printer, select Scan Properties, and check if the scanner is detected.

Run Diagnose & Fix in HP App

• Open the HP App.
• Select your printer.
• Go to Printer Settings → Advanced Settings → Diagnose & Fix.
• Allow the tool to run and apply any corrections.

Check Windows Services

• Press Windows + R, type services.msc, and press Enter.
• Locate Windows Image Acquisition (WIA) service.
• Ensure it is set to Automatic and is running. Restart the service if necessary.

Test Scanning from Windows Fax and Scan

• Open the Start menu, type Windows Fax and Scan, and launch it.
• Select New Scan.
• Choose the HP Envy 6455e and attempt a test scan.
• If this works, the scanner is functional and the issue is isolated to the HP App configuration.

Update HP App and Printer Drivers

• In the HP App, check for updates.
• On Windows, open Device Manager, expand Imaging Devices, right-click the HP Envy 6455e, and select Update Driver.
• Restart the computer after updating.

Following these steps should restore the scan option in the HP App and allow you to scan documents successfully. 

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Take care, and have an amazing day!

Regards, 

Hawks_Eye