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[libberty]

I have an ENVY 7835 that all of a sudden will not scan. the  error message is "can not connect to computer. I have gone through all online help plus updated drive. All other functions work fine.

[Mans]

@libberty 

Hello,

Please restart the printer, computer, and router for solve this problem.

1. Turn the printer off, and then wait 10 seconds.
2. Disconnect the printer power cord from the printer.
3. Turn off the computer or the device you are trying to scan from.
4. Connect the printer power cord to the printer, and then turn on the printer.
5. Disconnect the power cord from your wireless router, and then wait 30 seconds.
6. Reconnect the power cord to the router.

    NOTE: 
   

   Wait until internet service is restored. Internet service is interrupted while the router is off.

7. Wait at least 3 minutes, then turn on the computer.
8. Try to scan.

If the issue persists, please follow the following procedure:
1. Uninstall printing software:

1. Unplug the USB cable at the back of the printer, if necessary.
2. On the keyboard, simultaneously tap the Windows flag and the R key. The Run window opens.
3. Type appwiz.cpl, then OK. The Programs and Features window opens.
4. Click the right mouse button on HP ENVY Photo 7800 series Basic Software, then Uninstall and Yes.

   Note: If the software uninstall process does not start or an error displays while uninstalling, download Fix problems that block programs from being installed or removed from the Microsoft website, and then try uninstalling again.

5. Follow the instructions on the screen to complete the uninstall of the printer.
6. Restart the computer.

2. Launch the registry editor:

1. On the keyboard, simultaneously tap the Windows flag and the R key. The Run window opens.
2. Type regedit, then OK. The registry editor opens.
3. Develop HKEY_LOCAL_MACHINE, then SOFTWARE, click with the right mouse button on Hewlett-Packard and Delete. (If the PC is HP-branded, develop Hewlett-Packard and remove Digital Imaging)

3. Delete the HP ENVY 5660 series folder in the way:

• C: \Program Files\HP
• C:\Program Files (x86)\HP

4. Rename folder 3 in 3_old in the path below (a restart may be required):

• C:\Windows\System32\spool\drivers\x64.
• C:\Windows\System32\spool\drivers\W32X86.

NOTE: If the file refuses this action do as follows:

1. On the keyboard, tap the Windows and X keys simultaneously.
2. Click Command prompt (admin), and then Yes.
3. Type net stop spooler, then press Enter.
4. Rename the file.
5. Type net start spooler, then tap Enter.

5. Launch a new the printer installation with the HP ENVY Photo 7800 series Full Feature Drivers and Software.

I remain at your disposal in case of need.

Best regards,