Scanning Issue

[awm5]

Hi all.

I am currently struggling to solve a scanning issue with my HP OfficeJet Pro 7740 Wide Format All-in-One printer.

I recently updated to the latest firmware via the HP Smart App.   Since then I have issues performing scan-to-computer.

Using the Smart App, I use the scanning option as always, but once the scan has completed, the App closes itself without allowing to save the scanned document.

Trying to perform the scan via the printer's touchpad shows the following message "No computer found.  / To scan to a computer, make sure that the scanning software has been installed and configured on your computer.  / Windows: Open the HP Printer"

I find this odd as I am able to see the scanned document before the App closes itself, as well as the fact that scanning worked 100% before the recent update.

Any advice would be appreciated. Thank you.

[Nal_NR · Accepted solution]

Hi @awm5,

Welcome to the HP Support Community. 

I understand that you are facing scanning issues. I'd like to help!

Let's try these steps:

Step 1: Restart the Router, Printer, and PC in a sequence.

• Turn off the Router. Wait for 60 seconds. Turn the Router back on.
• Turn off the Printer. Wait for 60 seconds. Turn the Printer back on.
• Turn off the Computer. Wait for 60 seconds. Turn the Computer back on.
• Try scanning the document. If the issue persists, proceed to the next step.

Step 2: Run the Print and Scan Doctor

• Download and run HP Print and Scan Doctor to automatically diagnose and resolve printer hardware and connection issues.
• After the Print and Scan Doctor opens, click Fix Scanning to test your scanner, and then follow any instructions to resolve the issue.
• Try to scan. If the error persists, continue to the next step.

Step 3: Uninstall and reinstall the printer software

• Let's try uninstalling the printer and re-installing the printer driver at the root level. This may fix the issue.
• In Windows, search for 'Control Panel and open 'Programs' or 'Programs and features and select 'Uninstall a Program.
• Select your HP Printer.
• Select Uninstall.
• In Windows, search for 'Control Panel and look for 'View devices and printers' option under 'Hardware and Sound'.
• In the Devices and Printers window look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device.
• Open up the run command with the "Windows key + R" key combo.
• Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)
• Click on the "Drivers" tab.
• Look for HP Printer driver. If you see it Click on it and click Remove at the bottom.
• Select Ok.
• Select Apply and Ok on the Print Server Properties windows.
• Close Devices and Printers.
• Open up the run command with the "Windows key + R" key combo.
• Type c:/programdata and click Ok. Go to the Hewlett Packard folder, and remove any printer-related folders & files.
• Restart the computer.
• Download the printer driver and install it from this link. Open the downloaded file, follow onscreen instructions, and complete the installation
• Try scanning from your PC again and check if you can scan.

Let me know if this helps. 

Please click “Accept as 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.