Scanner not working

[NRM44]

Just changed network provider from AT&T to Xfinity. Printer and scanner worked fine before change. Printer works fine after change but printer screen says, when scanning, that it cannot access my PC.. HP Print and Scan Doctor says print system is working fine but gives no advice on scanning. Seeking advice on how to reactivate scanning

[asmita6658]

Hi @NRM44

Welcome to the HP Support Community. 

To better assist you - Are you able to make a copy? 

While you respond to that, try resetting the printer - 

1) Take out the cartridges. 
2) Unplug the power cord from the printer & wall. 
3) Wait for 30 seconds.  
4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector. 
5) Insert the cartridges back into the printer.

If the copy works, try these steps - 

Step 1 HP Print and Scan Doctor - 

Click on this link to download and run HP Print and Scan Doctor 

Step 2 Re-install the printer drivers - 

1. In the search box, type and open "Uninstall a Program".

2. Look for HP Printer software.

3. Right-click to uninstall.

4. In the search box, type and open “Devices and printers”.

5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.

6. Open 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 Once the software and drivers are removed.

13. Restart the computer.

14. Download and install the software and drivers from here.

15. Click on the downloaded file and follow the on-screen instructions. 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[NRM44]

Copier works fine as does printer. Only scanner doesn’t work. Do I have to go through all those procedures if copier and printer work in order for the printer to recount computer?

[asmita6658]

Hi @NRM44

This looks like an issue with the driver. Please try step#2 to re-install the driver. 

Keep me posted. 

[NRM44]

Print and scan doctor 5.0.4 installed. There is no search box. Tells me to choose my product, then communicates with the printer and gives me a clean diagnostic for printer. No option presented to uninstall a program. Only options are file, network, printer and help, none of which give me an option to uninstall. Last page does have an”uninstall and reinstall” option, which then tells me that will uninstall my product software. Is that what I want?

[asmita6658 · Accepted solution]

@NRM44

Try this installer from Microsoft. 

Keep me posted.