Scanning with HP 6500 on USB

[ElectronHerder]

This printer/scanner were working well.

I could go to HP Printer Assistant to scan. Used to scan multiple pages to PDF feature.

Had issues with another printer.  Deleted all printers and reinstalled latest software.

Now Printer Assistant does not show scanner. Install does not respond when USB cable is plugged in when prompted during install. When the cable is plugged in Device Manager sees the printer, fax and (under Imaging Devices) the scanner.

I have deleted this printer, re-downloaded  and re-installed multiple times.

Other programs can access the scanner, but can't output PDF files, and require saving each page as a separate file.

Ran Scan Doctor, it says it cannot open the HP scan application.

How do I get Printer Assistant to see the printer?

Go to https://www.dropbox.com/sh/knlf9lvrdux66lm/AABcg2a6NklDiFr1P2FLeuKpa?dl=0  to see screen shots of driver events, Printer Assistant (should have a row for scanner), Scan Doctor start, Scan Doctor results.

[sandytechy20]

@ElectronHerder

Welcome to HP support community.

Did you uninstall the printer driver from root level before installing the driver?

If not, follow the below steps:

Perform root level uninstallation to remove all the printer related software's.

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• 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.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and install printer full feature driver

Click here to download the driver.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[ElectronHerder]

Thank you, Sandytechi, for your reply.

I had seen that advice in another post and tried it, to no avail.

I have uninstalled multiple ways, multiple times, with the same result.

Looking at other posts, I see numerous instances of scanning not working after either Windows Upgrade or installing the latest HP Driver.

Note that I can scan using other programs - GIMP and Windows Fax and Scan. While GIMP allows me to save the image as a PDF, it does not have the OCR capability I valued in HP Printer Assistant.

Can you point me to a previous version of the driver/Printer Assistant. If nothing else, installing it would prove that the problem is with the new version of the driver has an issue.

Also note that using Windows Fax and Scan and printing to Windows Print to PDF does not produce satisfactory results.

Thanks again for your help.

[sandytechy20]

@ElectronHerder

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[ElectronHerder]

Sandytech, there is no joy in Mudville tonight.

Once I entered my serial number, I could find no options button. See 6500Status.png at https://www.dropbox.com/sh/knlf9lvrdux66lm/AABcg2a6NklDiFr1P2FLeuKpa?dl=0%C2%A0

I had a phone number from someone else who had the same issue (on a different, but still older (6810) printer. An agent [Personal Information Removed] got everything working.

When I called the agent's  reaction was "Pay us" or "Go buy a new printer". See [Personal Information Removed].

I just double checked and the printer is still listed in the supported printers list at https://support.hp.com/us-en/retired-products.

So where to from here?

Thanks

[sandytechy20]

@ElectronHerder

I am sending you a private message with the steps to talk to HP support. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

Cheers.

[ElectronHerder]

The issue is still not resolved, but the HP tech (Sandytech20)  is working with me via private message. I think when it is fixed it will help fix this issue for many of us.

[sandytechy20]

@ElectronHerder

Good to know that issue is resolved.

Feel free to contact us in the future if you need any assistance.

Cheers.