Scanning Connectivity Problem - Scanner not recognized

[foogoo]

My HP Officejet 5740 all-in-one was functioning fine until the most recent HP full driver and software package was installed automatically on my PC  at the end of December 2017. Now, the print and copy features work, but the scan feature does not work. I keep getting error messages that communication can't be made with the scanner. I've run the HP Print and Scan Doctor several times, and it indicates that it can't complete the driver check, but all the other factors it tests for are o.k.

The scan feature won't work via HP Printer Assistant or Windows Fax and Scan (or MS Paint).

My HP 5740 is connected via USB. I've used this HP 5740 successfully since May 2015 -- no problem.

I've tried uninstalling and then re-installing the software and printer to no avail.

Has anyone had a similar issue that's been resolved? How did you do it?

THANK YOU! 

[greenturtle]

Hi,

Thanks for using the HP Forums.

Can you try this:

Removing Software and reinstalling

 
Go to Control Panel, under ‘Program and Features’, look for the HP SW and click uninstall. 

To remove print drivers, you can go to ‘Devices and Printers’, look for the printer that is installed.

Right-click on the printer icon, and select ‘Remove device’.  This step should remove the printer.

To ensure that the print driver is indeed uninstalled, on the same screen, click on any other printer icon, and select ‘Print server properties’.

Go to ‘Drivers’ tab, and see if you find the printer model name. If it exists, select it, and click ‘Remove’.

This should remove the print driver.

After that, reinstall the FULL feature software.

Hope that helps!

[foogoo]

greenturtle:  Thank you for your prompt response and suggestions.

Although I had uninstalled and reinstalled my drivers and software previously, I tried one more time, following your detailed steps, just to see if I missed something before.

Unfortunately, the scanning function still doesn't work on the printer. I'm kind of at a loss as to what could have happened.

I think I'll leave this post open in case any other possible solutions are out there.

Again, thank you for your ideas to try and fix this problem.

[greenturtle]

Hi,

Can you try this:

Hi,

1. Open the Control panel and type Scan into the search bar, then click on "View scanners or cameras".

1. Double click the listed printer and open the Events tab.

1. Ensure the selected option is to always open a specific application and the HP Scan is selected, if any other option is selected set it as HP Scan. 

1. Confirm the changes and try scanning again.

1. If the issue persists, right click the Start button and select Run.

Type services.msc and press OK.

1. Locate the Windows Image Acquisition service, enter its properties and open the Dependencies tab.

Can you see both the 'Remote Procedure Call (RPC) and the Shell Hardware Detection or may only the RPC Service is listed?

Thanks.

[foogoo · Accepted solution]

Hello!

1. Control Panel - View Scanners and Cameras: shows icon for HP Officejet 5740 Series (USB). Double clicking on the icon does nothing--no separate box opens up with an Events tab. There are four boxes at the bottom of the Scanners and Cameras window, however: Refresh, Add Device, Scan Profiles, Properties. These four boxes were there from the beginning, i.e., they didn't appear when I double clicked the icon.

2. Start button - Run: services.msc: WIA properties: dependencies: Remote Procedure Call (RPC).

Thanks again for your suggestions. You give very precise, detailed suggestions/instructions. It's a pleasure to just follow them and not have to guess at a step that seems to be missing.

* * * * * * * 

Follow-up January 24, 2018

Re: Dependencies for WIA -- using instructions I found from an HP site for more things to try if scanner doesn't work, I used the command prompt to add another dependency for WIA. Now there are two:  Remote Procedure Call (RPC) and Shell Hardware Detection. (HP site: https://support.hp.com/us-en/product/hp-officejet-5740-e-all-in-one-printer-series/6617253/document/...)

I also discovered on the Windows Community Forum that some folks are having trouble with various devices after installing the Cumulative Update for Windows 10 (KB4056892) of 1/6/18, so I uninstalled that update and prevented it from re-updating again automatically. Just in case.

Unfortunately, neither of these two additional steps have fixed my scanner.

* ** * * * * * * * * * * * 

Resolution 1/28/18

Contacted HP Support via phone. After they tried to fix scanner using "remote control," seems problem is one of hardware. Re: my 1/24/18 follow-up notes, 1. changing dependencies for WIA did nothing but slow down the print and copy functions; had to go back to single dependency PC had originally. 2. reinstalled Microsoft update I thought may have been issue.