Scanner says sent to computer but the file does not get there

[Garylk]

When I scan a document from the printer control panel, it says the file is sent to the computer, but the file never arrives.

Scanning with the HP Scan software on my computer works fine, but this is less than ideal.

I've had this printer for two months and have not had this problem before today. 

Tried restarting the printer, restarting my computer, uninstalling and reinstalling but nothing seems to work.

[stillyourdreamG]

Hi there

you may want try these steps to workaround, captured another posts which says working:

1. From the Control Panel click on Uninstall a Program and uninstall the Basic Device Software for your printer.
2. Search for CMD, right-click on Command Prompt and select Run as Administrator:
3. Paste the following commands as is, be sure to press the Enter key when it stops, till it fully finishes the process, see the sample screenshot below.
   

   takeown /f %windir%\System32\DriverStore\FileRepository /r /d y
   icacls "%windir%\System32\DriverStore\FileRepository" /grant %username%:(OI)(CI)F /T
   takeown /f %windir%\System32\DriverStore\FileRepository /A /r /d y

    Note: This provides your user full permissions to the File Repository system folder  (a blinking space when fully processed all commands)
   
4. Browse to C:\Windows\System32\DriverStore\FileRepository
5. Delete any folder that starts with HP besides the one which starts with hpsamd.inf, be sure not to delete this specific folder.
6. Now reinstall the latest software here: https://support.hp.com/sg-en/drivers/selfservice/closure/hp-color-laserjet-pro-mfp-m478-m479-series/...
   
   

Good luck.

[Garylk]

That didn't fix it. 

FYI - The last time I uninstalled and reinstalled I used IObit uninstaller to uninstall which probably did the same thing  as those scripts.

For what it's worth, there is a similar post from John375 on 8/4, also with a M479 who has the exact same problem

[Garylk]

Should also note that this problem is not specific to a single computer. I have the same issue with a second Win10 machine where scanning from the control panel stopped working

[rdkopf]

What bothers me is that the scanner worked fine for months and yesterdday it would not scan, although it said it did.

Cannot find it anywhere. Wanted it to go to documents, but never got there.

[ShlomiL · Accepted solution]

Hi,

Please try below steps and let me know if that may help to get the problem resolved:

Please note that these steps are similar to the steps above but with some minor edits which might be crucial, be sure to carefully go through the steps and run CMD as Admin, if the command fails please clarify what error is returned while running the command.

• From the Start menu click the Gear icon, select Apps, and uninstall the HP Basic Device Software for your printer.
• From the search bar type CMD, right-click on Command Prompt and select Run as Administrator.
• Copy the following command, then right-click the Command Prompt dialog and select Paste, then press Enter till any command completes
• processing:
  

  takeown /f %windir%\System32\DriverStore\FileRepository /r /d y
  icacls "%windir%\System32\DriverStore\FileRepository" /grant %username%:(OI)(CI)F /T
  for /d %G in ("%windir%\System32\DriverStore\FileRepository\hpesclscan*") do rd /s /q "%~G"
  takeown /f %windir%\System32\DriverStore\FileRepository /A /r /d y

• If your PC language is not in english, please change y for the takeown command (the first and last command to its corresponding value for yes, such as j for Dutch or o for French
• Download and install the latest HP Basic Device Software for your printer as necessary:
  https://support.hp.com/us-en/drivers/printers

[Garylk]

Thank you - this worked on both computers.

Just curious, what broke and how does one avoid this problem going forward?

[Garylk]

Everything was working well until it wasn't again this morning.

I repeated the process you outlined and fixed it, but I really don't want to do this on a regular basis.

What is it that is breaking and how does one avoid a repeat?