Scanner unavailable

[Tom70306]

Everytime I try to scan, the scanner is not available, while printing is possible. Only after shutdown and restart of the printer I can scan. I have to do that every day. My idea is that it has to do with the power management of the printer. 

The printer is used over ethernet, not wifi.

HP Print and Scan Doctor doesn't help, the problem persists, also after reinstalling the driver.

Do you have any ideas? Thanks in advance.

[Irfan_06]

Hi @Tom70306,

Welcome to the HP Support Community.

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

I see that you are facing an issue with scanning from your printer.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this link to further troubleshoot and refer to this link for more scanning related issues.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

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

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[Tom70306]

Hi Irwin6,

thanks for your support. Sorry for my late answer, I was on holiday.

I did as you proposed and I will test scanning in the next hours and days and come back to you with my results.

Best regards

Tom

[Raj_05]

Hi @Tom70306,

Thank you for your response, 

Please feel free to reach out to us. We are here to assist you and provide any necessary support.

I will be archiving this case for now however, you can respond to the same thread to continue the conversation.

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!

Take care and have a great day ahead!

Alden4

HP Support 

[Tom70306]

Hi,

the solution described by Irwin6 seems to work. So far no more problems.

Thanks for the fast and fully satisfying support!

BR

Tom

[Tom70306]

Hi Irwin6,

on the first day it worked, but one day later I am in the same situation as before, the printer works but the scanner can not be recognized by my computer.

Could you give further advice, please?

[Raj_05]

Hi @Tom70306,

Thank you for your response, 

Since you've already tried several common troubleshooting steps, here are some advanced steps you can follow.

Check for Firmware Updates:

• Make sure your printer firmware is up to date. Sometimes, HP releases updates to resolve bugs or enhance performance. Visit the HP Support site and enter your printer model to find and install the latest firmware.

Adjust Power Management Settings:

• If you suspect power management is affecting the scanner, you can adjust the settings:
  1. Access the printer's control panel.
  2. Go to Settings > Preferences > Energy Settings.
  3. Disable any sleep modes or power-saving features that could be causing the scanner to become unresponsive.

Static IP Address:

• Assign a static IP address to your printer. This can prevent connection issues over the network:
  1. Access the printer's embedded web server by typing its IP address into a web browser.
  2. Go to the Network or Network Settings tab.
  3. Change the IP address from dynamic (DHCP) to static, and enter a fixed IP address.

Reconfigure Network Settings:

• If using Ethernet, ensure that the network cable is securely connected and not damaged. Also, try using a different Ethernet port on your router.

Disable Firewall or Antivirus Temporarily:

• Sometimes, firewall or antivirus software may block communication with the printer. Temporarily disable them to see if this resolves the scanning issue.

Reinstall Printer Software:

• Uninstall the printer drivers completely from your computer:
  1. Go to Control Panel > Devices and Printers.
  2. Right-click on your printer and select Remove device.
  3. Use the HP Smart app or HP Print and Scan Doctor to reinstall the latest drivers.

Test with Different Software:

• Try scanning using different applications (like Windows Fax and Scan, or third-party scanning software) to determine if the issue is related to the HP software.

[Raj_05]

Check Event Logs:

• On your computer, check the event logs for any error messages that coincide with the scanning failures. This may give you more insight into what’s causing the issue.

Printer Reset:

• If none of the above solutions work, you may consider performing a full factory reset on the printer. This will restore all settings to default but may help resolve persistent issues:
  1. Go to Settings > Printer Maintenance > Restore Factory Defaults.

These steps should help isolate or resolve the scanning issue with your HP printer.

I hope this helps.

Take care and have a good day.

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!

Alden4

HP Support