Scanner issues after upgrade to Windows 11

[frustration15]

as a refresh because HP is not willing to fix this problem!!

My HP Scanjet Pro 2000s2 says "Unable to Communicate with the Scanner" when I try to scan after upgrade to Windows 11. I installed the latest driver from HP (June 2024 driver) and the scanner worked until it went to sleep, or I shut off my computer, or I turned off the scanner. Then I got the error message. The only solution I found is to reinstall the driver every time I want to scan something, but even this does not always help . This is not a solution I can work with. To make things worse, the support fools me and claims I shall update the USB Drivers on my PC!!

HP, When are you going to put out a fix for this? WHY is there no inf-file to install the correct drivers? The scanner show as "USB-Verbundgerät" in Device-Manager!

[Sneha_01]

Hi @frustration15,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're dealing with a frustrating issue with your HP Scanjet Pro 2000s2 scanner and Windows 11. The error "Unable to Communicate with the Scanner" and the need to reinstall drivers each time you want to use the scanner is indeed a major inconvenience. Here's a detailed approach to address this problem:

1. Verify USB Driver and Port Issues

• Although it might seem unrelated, USB driver updates can affect the communication between your scanner and computer. Go to Device Manager, right-click on Universal Serial Bus controllers, and select Update driver for each USB device.
• Connect the scanner to different USB ports on your computer. Preferably, use USB ports directly on the motherboard (usually located at the back of the PC) rather than those on a hub or front panel.
• Ensure that the USB cable connecting the scanner to the computer is in good condition. If possible, test with another USB cable to rule out cable issues.

2. Reinstall Scanner Drivers

• Go to Device Manager, find your scanner under Imaging Devices or Other Devices, right-click and choose Uninstall device. Make sure to check the option to delete the driver software for this device.
• Reinstall the latest driver from the HP website. Since you've already installed the latest driver, try re-downloading it to ensure the installation is fresh and not corrupted.
• When installing the driver, right-click on the installer and select Run as administrator. This can help resolve permission issues that might interfere with the driver installation.

3. Check Scanner Software and Settings

• Ensure that any software provided by HP for the scanner is also up to date. Sometimes, updates to the software can fix compatibility issues.
• Windows 11 might be putting your USB devices to sleep to save power. Go to Control Panel > Hardware and Sound > Power Options > Change plan settings > Change advanced power settings, and then set USB settings > USB selective suspend setting to Disabled.

4. Check Device Status in Device Manager

• In Device Manager, find your scanner under Imaging Devices or Other Devices. Check if there is any error code or warning sign indicating an issue.
• Right-click on the scanner in Device Manager, select Properties, and check the Device status under the General tab for more details about the issue.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[JCH57970]

Hello, 

This is a problem following Win 11 24H2 because it works with version 23 H2! And it is on several materials, you see that side!

[frustration15]

 WHY is there no inf-file to install the correct drivers? 

[kndy]

A similar thing has happened to our Scanjet 7000 S3's across the office, after an update in October 2024, they stopped working.  

Here is one thing I noticed....

a)  log in via admin, delete the pre-existing drivers (or the main two larger sized ones), RESTART the computer, install the software and that should get the HP Scanjet software to work!

BUT...

If you are using it for EHR and the new software that the state is using (Smartcare), Dynamic Twain is no longer working.  

There is something with the latest Windows 11 update that is affecting things.  If it was one computer, I would understand, but it's affecting computers across the board .  

Please note: These are newer Scanjet purchased on newer computers with the latest Windows update.  They were working but no longer.

[TDres]

Just figured it out for my office. Make sure you've got HP scan and your driver pack installed via HP's website. You've gotta open device manager, find at the bottom under "Universal Serial Bus Controllers" There will be 2 options for USB Printer support I'm not sure which one it is specifically so do this for both of them.

Open its properties and follow these steps

Update Driver

Let me pick from a list of available drivers on my computer

(If it brings up the long list of devices choose universal serial bus controllers)

If not then just press Have disk

Next to the selected path press Browse

Open this pathing C:\Program Files\HP\HP Scan\DriverStore\HPScanUnusedStubDriver

There is an .inf that says unused but it is the correct USB Driver to use.

you'll need to select your scanner, if it only has one scanjet option use that.

Once installed to the correct one it will request a reboot.

You may need to reinstall the drivers to your Imaging Device via device manager but you should be set after this

[frustration15]

This is all of no use!!

[TDres]

This is what I did to fix it for my entire office with over 60 devices. Win11 24h2 forced the usb drivers to break/use something else. My method pushes the "old" correct drivers back to it and fixes the problem. Are you still seeing the issue after applying the old drivers or what's the issue?

[kndy]

I was able to work with level 2 support and  it was escalated to level 3.  They are aware of this issue and confirmed it was the update to 24H2 and HP and Microsoft is working on it.  Two choices, wait for the fix or roll back your OS.  But will try the suggestion that another made and see if it works.

[frustration15]

I had contact to Level 2 (?) as well.

This the final anwser:

vielen Dank für Ihre Anfrage bei unserem Support.

Wahrscheinlich müssen die Treiber der USB-Anschlüssen am PC aktualisiert werden. Wenden Sie sich bitte am Support vom Hersteller des PCs.

Bei Fragen erreichen Sie uns telefonisch unter den Hotline-Nummern in der Fußnote oder schriftlich, in dem Sie diese E-Mail beantworten. Um auf diese E-Mail zu antworten klicken Sie einfach auf die Antwortfunktion Ihres E-Mail Programms. Bitte ändern Sie nichts an der Adresse bzw. an der Betreffzeile. Sollten Sie innerhalb von 3 Arbeitstagen keinen weiteren Kontakt zu uns aufnehmen, werden wir Ihr Anliegen als erledigt betrachten und Ihre Anfrage schließen. Falls Sie sich später melden sollten, kann jederzeit für Sie ein neuer Auftrag eröffnet werden.

Wir bedanken uns im Voraus und verbleiben

Mit freundlichen Grüßen,
Mikolaj Szymaniak
HP Support

Ask the support of your PC Distributor

Sounds like "and leave us allone"!

I have returned this device and I will never again buy HP products!