Scans won't save to PC

[AndyB5]

Scans won't save to PC - get messages "File not found. Close the file name and try again". But can print from PC on the 3636 OK, and can use the Windows scan app and the HP SmartApp to produce scans on the 3636 which I can then save to the PC. Have gone through all the troubleshooting menu today including uninstalling and reinstalling the 3636 - no success. The 3636 is scanning the documents (can see the image on screen) but just won't send the scans to my PC (Windows 10, updated to1803 last week). Have also tried repairing the Office package; that helped solve a similar problem last week but not today.  Guess there's a communication problem between the 3636 and my PC - any ideas on how to solve it, please?

[Flower_Bud]

@AndyB5

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand, scans would not save on your PC,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

When was the last time it worked fine?

Were there any hardware/software changes made?

How is your printer and PC connected?

Let's try these steps to resolve the issue: 

Firmware Update: Follow steps from the link: https://hp.care/2CLF9Zo.

Try assigning a static IP address and a manual DNS address: (Only if your printer connected wirelessly)

* Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.

* Type the IP address on your web browser to obtain the printer EWS page on your computer.

* Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)

* Click on the radio button which says “Manual IP” and then click “Suggest a manual IP address” to give a manual IP address to your printer.

* Click on radio button which says “Manual DNS Server” and under manual preferred type 8.8.8.8 and under manual alternate type 8.8.4.4 (This is Google DNS server address)

Let me know how this goes,

For I shall follow-up on this case to ensure the concern has been addressed,

And your device is up and running again,

Have a great day 🙂

Cheers 🙂

[AndyB5]

Hi Flower Bud -

Sorry, but the 3636 is still refusing to scan to the PC in the basic way.  Have installed the 3636 software maybe six times now, but it has no effect. 

Signed up for HP WebServices today, and on their home page clicked on the Scan tab.  That said WebScan is switched off: tried to access the Administrator settings page to switch it back on, and got an immediate message from my PC that that page is not secure and I ran the risk of data theft etc if I went there.  Is that WebScan the same thing?  Anyway, the relevant page seems compromised.

There is a USB between the PC and the 3636.

After the Windows update to 1803 on 1 May, the 3636 wouldn't scan to PC then, but I reinstalled Office 2016 and that solved the problem.  Have changed the hardware since, but there have been a bunch of Windows Defender anti-virus re-definitions through since then.  

Can print from the PC - got confirmation I was HP Web-connected that way a few minutes ago.  Can scan by using Windows Scan or the HP Smart Scan app, but not in the basic way.

Can't help thinking that something simple has been shut off in the update, but what?

[Flower_Bud · Accepted solution]

@AndyB5,

Thank you for replying with this detailed response 😉

I appreciate your time and efforts,

Have you tried steps mentioned in my first post? 

If not, I suggest you try those steps.

Note: Make sure Web scan is enabled. 

If the page says it's not secure, you could still continue with it 🙂 and enable web scan.

Keep me posted,

Cheers 🙂

[AndyB5]

Flower_Bud -

I've got this sorted (touch wood!) by going through all the steps again and  activating WebScan.  But I got messages from accessing the Settings folder in the printer homepage that the certificate for Settings is defective - HP need to sort this out as it looks v scary.  Also found a couple of online posts saying that WebScan can be insecure if you leave the scanner on with docs on the tray; but I don't do that.  

Still had some probs saving the scans but by changing the destination folder addresses I've got scans to go where I want.  (Am wondering if the default addresses got changed at the 1803 update?)

Don't recall having to activate WebScan or access the printer settings before with any previous Windows update or earlier use of the 3630.  

Hope this is useful for anyone else with a scan save problem.

Many thanks.

[Flower_Bud]

@AndyB5

Thank you for the update,

I appreciate your time and efforts,

I'm glad you found the solution for this concern.

You've been great to work with and it has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉

Take care now and do have a fabulous week ahead. 🙂

[AndyB5]

Sorry to be back again, but scans again not going to the Documents folder I want.  However, have found they will go to the Downloads folder, from where it's easy to move them where I want.

Think this isn't a scanner problem, but something to do with Windows 1803. Have had problems saving Word docs in Office and have repaired Office 2016 twice.  

[Flower_Bud]

@AndyB5

Thank you for replying with this detailed response 🙂

It's great to have you back 😉

You could change the destination folder to Documents from HP Printer Software: 

Use the Destination setting in HP Scan to set the folder on your computer where all scan jobs save to.

1. Search Windows for 'HP', click your printer model name in the results to open HP Printer Assistant and then click Scan a Document or Photo to open HP Scan.

2. Click one of the shortcuts, and then click Advanced Settings or More.

3. Click Destination, click Browse next to the Save Location or Save To Folder box, select the folder in the Browse for Folder window, and then click OK.

4. Click OK or the Save icon  in the shortcut to save the folder location.

5. Repeat these steps for each scan shortcut, depending on where you want to save different scan job types.

Let me know how this goes,

Cheers 🙂

[AndyB5]

Hi Flower Bud

Have tried this several times, and the Downloads folder is still the only destination folder that works.  Whichever way of picking a Document folder as destination I try, I get the same message on the lines of:

" C:\Users\User\Desktop\Documents\Scan.pdf

   File not found.

   Check the file name and try again".

However, scans sent to Downloads arrive without hassle.

I did activate the Wireless feature on the All-in-One recently - could that have made a difference?  For now I'll just accept the situation.  (Which has only started since i installed Windows 1803.  Some other programs also won't now work, e.g. downloading TV programmes).  Thanks for your suggestions anyway.

[Flower_Bud]

@AndyB5

Thanks for trying possible steps,

I would suggest you create a new user account and try scanning from the new account on your PC. Click here and follow steps to create a new account. 

Download printer full feature to perform Scanning or use an app to perform scanning.

Let me know how it goes,

Good Luck!