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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
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‎02-23-2022 10:38 AM

HP Recommended

I posted a message in a previous thread, forgetting that I had marked the thread as Completed.

In case my plea for help is therefore overlooked, I am repeating it in a new thread.

 

I have wasted all morning trying to get the scanner to work, although printing and copying are working normally.  I have run HP Print and Scan Doctor; restarted the device and the computer in the sequence recommended on 7 Jan 2022  by Andr-1611; tried working from HP Scan Extended; and uninstalled and reinstalled the software.  There is no connection to the scanner, whether I use a USB or network connection. The error message reads "Scanner communication cannot be established".  There are none of the usual sounds when the program is retrieving information from the printer.  All software is fully up-to-date.

This a recurrent fault without any obvious trigger, although previously reinstallation of the software has cured the problem.

Where do I go from here, please?

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‎02-23-2022 02:25 PM

HP Recommended

I read the info in the new post.

I'm not an employee of HP, I'm as volunteer here.
        
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‎02-25-2022 08:35 AM

HP Recommended

Hello @MichaelB11 ,

 

first switch off WiFi:

Andr1611_0-1645801768837.png

The USB connection must be maintained or re-established.

Restart the notebook / computer.

Your user account has admin rights! Log in with it.

After 2 minutes, via Start > Settings > Check for Windows Update > Start

WiFi must not be active!!!

 

No matter whether an update has been loaded or not. Restart the system again!

Is the printer displayed under "Devices and Printers"?

Take a screenshot of "Devices and Printers" and save it.

Don´t use the network.

 

Can you scan?

I'm not an employee of HP, I'm as volunteer here.
        
Inquiries via private messages (PM) cannot be answered.
1 person found this reply helpful
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‎02-25-2022 11:20 AM

HP Recommended

Andr-1611  Many thanks for your help.  At first, the scanner did not work even after I had followed your instructions and run HP Print and Scan Doctor.  I then set my device as the default printer and it is now working properly.

I shall leave this thread open in case the problem recurs.

1 person found this reply helpful
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‎02-25-2022 03:28 PM

HP Recommended

@MichaelB11,

 

please upload the screenshot here, click on the icon "Insert photos", "Set format = Large", original size at least 200 KB.

 

Kind Regards
Andr-1611

I'm not an employee of HP, I'm as volunteer here.
        
Inquiries via private messages (PM) cannot be answered.
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