Scanner no longer works & print jobs are sent to OneNote

[Birdie22]

The scan feature no longer works (message "computer not connected") &  print jobs are sent to OneNote rather than printing a hard copy. Did troubleshooting with Virtual Assistant to no avail. Found a number to customer service to speak to a live person just to be directed back to Virtual Assistant to receive a code to speak to a live person if Virtual Assistant didn't help. Did not receive a code on second attempt to resolve the problem with Virtual Assistant. Don't know what else to do. Thanks.

[Kumar0307]

Hi @Birdie22

Welcome to the HP Support Community. I understand you are not able to print and scan. I'd be happy to assist you.

Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.

Let us try these steps to resolve this issue:

Run HP Print and Scan Doctor to diagnose and fix any driver issue

Click here to download the file. Once downloaded, make sure to run the file to start the installation and click on 'Fix printing'.

If the issue persists, proceed to the next step.

Clean reinstallation of Pre-installed HP drivers

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, restart the computer.

Click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

Hope this helps! Keep me posted. 

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Have a great day!