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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
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Locked

‎07-14-2016 09:16 AM

HP Recommended
Product: hp 5524
Operating System: Microsoft Windows 10 (32-bit)

My scanner has stopped working and I get the mesage, Communication cannot be established.

The printer is working fine on wireless with good connection.

The hp scan doctor cannot resolve the problem.

I have tried turning off the router,pc and printer and rebooting, several times with no change.

Also tried connecting printer via usb, still nothing.

I do not want to buy a new printer only to find I have the same problem.

 

1 person had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎07-15-2016 10:24 AM

HP Recommended

Happy to help.  🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

DVortex
I am not an HP Employee

View solution in original post

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7 REPLIES 7

‎07-14-2016 09:29 AM

HP Recommended

Hi, First of all you need to make sure the printer can make a scan. For this, simply make a copy on the printer. If the copy is made fine, then the scanning mechanism is working good. If the copy itself is failed, then the issue is with the printer hardware.

If the printer can make a copy, then probably the issue is with the scan drivers since you recently updated to Windows 10. My advice is to completly un-install the old printer drivers & install the new windows 10 driver.

To do this, go to control panel -> add or remove programs -> Select hp photosmart 5520 series from the list & un-install the drivers.

Once, the printer driver is un-installed go to the below given link, download the latest printer drivers for windows 10 & install the same.

 

http://support.hp.com/gb-en/drivers/selfservice/hp-photosmart-5520-e-all-in-one-printer-series/51575...

 

Please follw the steps & let me know if it helped.

 

 

 

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

DVortex
I am not an HP Employee
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‎07-15-2016 02:24 AM

HP Recommended

 Hi, I have followed instructions, still no response from scanner.

Also removed program from pc and reinstalled with disc, still the same message.

Does this mean that the printer/scanner is broken?

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‎07-15-2016 02:44 AM

HP Recommended

Hi, I forgot to mention that the printer will not print direct, but will print via the computer.

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‎07-15-2016 08:45 AM

HP Recommended

So, the printer does not even make a copy?? If you keep a document on the scanner glass & if you press the copy option on the printer screen, the printer should make a copy of the document. If not, then the scanner might be broken.

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

DVortex
I am not an HP Employee
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‎07-15-2016 10:09 AM

HP Recommended

Hi

I just tried making a copy from the printer and nothing, so looks like the scanner is kaput.

At least I can now buy another printer with the knowledge that it is not a computer or connection issue.

Thanks for your help.

Regards

Colin

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‎07-15-2016 10:24 AM

HP Recommended

Happy to help.  🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

DVortex
I am not an HP Employee
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‎09-01-2016 05:25 PM

HP Recommended

I have exactly the same problem, i can't get my printer to copy or scan but it can via my laptop.  I have recently upgraded to Windows 10

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