Scanner not working

[AnnaOst]

HI, 

When I am trying to scan a document via HP Smart application I get a message - "Problem with scanner detected, try to restart your printer". I restarted the printer, my computer and even run HP printer and scan doctor  and still I cannot scan the document.

There are no new updates to be installed. The printer is new - bought last month. This is the first time, when I need to use the scanner.

What else can I do to solve the issue?

Thanks in advance for your help!

[TEJ1602]

@AnnaOst, Welcome to HP Support Community!

To be able to assist you better, I'd like to know the following-

• What happens when you make photocopies on the printer?
• Have you tried HP Scan and Capture app (Windows 10, 8)? Scan documents or photos from the printer or webcam. A full feature print driver must be installed on the computer. For more information, go to Using the HP Scan and Capture App (Windows 8 and 10).

Meanwhile, try the steps below-

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Keep me posted for further assistance.

[AnnaOst]

Hello,

Sorry for my late reply. 

1. I can copy documents normally. I can scan from webcam.

2. I downloaded HP Scan and Capture app, connected my printer, but still cannot scan anything. It shows that the printer is not found.

3. HP Print and Scan Doctor did not found any issues.

4.  I downloaded firmware for my printer, but there is nothing to update for my printer.

Best regards,

Anna

[TEJ1602 · Accepted solution]

@AnnaOst

Thanks for replying!

If you have any antivirus/security software installed, disable and try scanning.

I recommend you delete the driver and root level and retry, follow the steps below: 

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”

😎 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.

Use this link to download and install the new driver. Configure the printer and try scanning.

Hope this helps! Keep me posted. 

Please click “Accepted 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!

[AnnaOst]

It worked. Thank you very much!