Scanning Problem

[AustinMusic]

Today when trying to scan a document, the HP Scan software said "Could not communicate with scanner". For a while, it would not print a document.

After hours of rebooting the PC, printer, downloading software, cold start the printer, unplugging the printer, etc. using Scan Doctor (the latest version), Finally, scan doctor noted there is a driver issue. But, software update shows no drivers to update.

When using Scan Doctor and Smart, it ends with "error", then finished updating. 

Where do I obtain the drivers?

Thank you.

[Echo_Lake]

@AustinMusic

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, I appreciate your efforts to try and resolve the issue. 
 

Let's try these steps to resolve the issue: 

Root level uninstall and reinstall printer drivers: 

• Go to Control panel – Programs and feature – Select all the HP OfficeJet printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device. 
• Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer-related folders & files. 

To reinstall, click here.

Hope this helps! Keep me posted for further assistance.
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[AustinMusic]

Thank you for your suggestions. 

Last Friday, I found the direct number to Tech Support and called them. She was very helpful and directed me to the second recommendation, NOT THE FIRST, which updated ALL the firmware, drivers, etc. That solved the problem.

[Echo_Lake]

@AustinMusic

Thank you for posting back. 

I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.

Have a nice day ahead.