Sometimes, when I try to cancel a scan it won't cancel

[scajjmb1015]

Randomly, when I am trying to save a scanned document it won't save. It also won't cancel. It just says, the saving has been cancelled, (after a long wait), and the error box's blue indicator just keeps scrolling by forever.

[A_Gayathri]

Hi @scajjmb1015,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand the issue you’re experiencing with your HP OfficeJet Pro 9025 and its scanning process not canceling or saving properly could be caused by various factors, such as software glitches, outdated drivers, or communication problems between the printer and your PC. Here are steps you can take to troubleshoot and resolve this issue:
 

1. Update the HP Smart App or Scanning Software

• Ensure you are using the latest version of the HP Smart app or any scanning software.
• Visit the HP Software and Drivers page to download updates for your printer.

2. Restart the Devices

• Printer Restart: Turn off the printer, unplug it from the power source, wait 60 seconds, and then plug it back in.
• PC Restart: Restart your computer after completing the printer restart.
• Check if the issue persists after a fresh reboot.

3. Clear Pending Jobs

• If a scan won’t cancel or save, it may be stuck in the queue:
  • Open HP Smart App or Devices and Printers on your computer.
  • Cancel any ongoing or pending scans.
• Restart the HP Print and Scan service in your Windows system services:
  • Press Win + R, type services.msc, and hit Enter.
  • Locate HP Print and Scan, right-click, and select Restart.

4. Reset the Printer's Network Connection

• Reconnect the printer to your WiFi network:
  • On the printer’s control panel, go to Network Settings > Wireless Setup Wizard.
• Re-add the printer on your computer:
  • Go to Control Panel > Devices and Printers, remove the printer, and re-add it.

5. Scan Using a Different Method

• Try scanning using Windows' built-in scanning tool:
  • Search for Windows Scan in the Start Menu or download it from the Microsoft Store.
• Test if the issue is specific to the HP Smart app or a general problem.

6. Check File Permissions and Save Location

• Verify that the folder you’re saving to has sufficient write permissions.
• Ensure the destination folder isn’t corrupted or write-protected.
• Save to a different location (e.g., Desktop) to test if the problem persists.

7. Perform a Full Printer Reset

• Restore the printer to factory settings:
  • On the printer, go to Settings > Printer Maintenance > Restore Factory Defaults.
  • Reconfigure your printer after the reset.

8. Update Firmware Update the firmware on an HP printer

• Outdated printer firmware can cause random glitches:
  • Download and install the latest firmware for the HP OfficeJet Pro 9025 from HP's official website.

9. Reinstall the Printer Drivers

• Uninstall the current drivers:
  • Go to Control Panel > Programs and Features, locate the HP drivers, and uninstall them.
• Download and install the latest drivers from the HP Support website.

10. Use the HP Print and Scan Doctor HP Print and Scan Doctor

• Download and run the HP Print and Scan Doctor tool to automatically diagnose and fix common printing and scanning problems.

11. Test on Another PC

• If possible, test the scanning function on another computer to isolate whether the issue is with the printer or the computer.

I hope this helps. 

Take care and have a good day.

Please click “Accepted 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!

[A_Gayathri]

Hi @scajjmb1015,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand the issue you’re experiencing with your HP OfficeJet Pro 9025 and its scanning process not canceling or saving properly could be caused by various factors, such as software glitches, outdated drivers, or communication problems between the printer and your PC. Here are steps you can take to troubleshoot and resolve this issue:
 

1. Update the HP Smart App or Scanning Software

• Ensure you are using the latest version of the HP Smart app or any scanning software.
• Visit the HP Software and Drivers page to download updates for your printer.

2. Restart the Devices

• Printer Restart: Turn off the printer, unplug it from the power source, wait 60 seconds, and then plug it back in.
• PC Restart: Restart your computer after completing the printer restart.
• Check if the issue persists after a fresh reboot.

3. Clear Pending Jobs

• If a scan won’t cancel or save, it may be stuck in the queue:
  • Open HP Smart App or Devices and Printers on your computer.
  • Cancel any ongoing or pending scans.
• Restart the HP Print and Scan service in your Windows system services:
  • Press Win + R, type services.msc, and hit Enter.
  • Locate HP Print and Scan, right-click, and select Restart.

4. Reset the Printer's Network Connection

• Reconnect the printer to your WiFi network:
  • On the printer’s control panel, go to Network Settings > Wireless Setup Wizard.
• Re-add the printer on your computer:
  • Go to Control Panel > Devices and Printers, remove the printer, and re-add it.

5. Scan Using a Different Method

• Try scanning using Windows' built-in scanning tool:
  • Search for Windows Scan in the Start Menu or download it from the Microsoft Store.
• Test if the issue is specific to the HP Smart app or a general problem.

6. Check File Permissions and Save Location

• Verify that the folder you’re saving to has sufficient write permissions.
• Ensure the destination folder isn’t corrupted or write-protected.
• Save to a different location (e.g., Desktop) to test if the problem persists.

7. Perform a Full Printer Reset

• Restore the printer to factory settings:
  • On the printer, go to Settings > Printer Maintenance > Restore Factory Defaults.
  • Reconfigure your printer after the reset.

8. Update Firmware Update the firmware on an HP printer

• Outdated printer firmware can cause random glitches:
  • Download and install the latest firmware for the HP OfficeJet Pro 9025 from HP's official website.

9. Reinstall the Printer Drivers

• Uninstall the current drivers:
  • Go to Control Panel > Programs and Features, locate the HP drivers, and uninstall them.
• Download and install the latest drivers from the HP Support website.

10. Use the HP Print and Scan Doctor HP Print and Scan Doctor

• Download and run the HP Print and Scan Doctor tool to automatically diagnose and fix common printing and scanning problems.

11. Test on Another PC

• If possible, test the scanning function on another computer to isolate whether the issue is with the printer or the computer.

I hope this helps. 

Take care and have a good day.

Please click “Accepted 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!

[scajjmb1015]

I was hoping there was some simple solution to this. Obviously, that's not the case. I can scan and save with no issue. Then I try again a few minutes later and it's "stuck" where it won't save, cancel, or exit. I just end up getting out through the task manager. This has been happening since I first purchased the printer. I also had many unresolved issues with faxing more than two pages from the beginning. HP ended up giving me a store credit for about $100.00 which I used to purchase a case of paper from them. There were known issues with this model. I guess that this is just another issue.

[scajjmb1015]

I update automatically. The scanning problem isn't consistent. It will be fine one minute and "stuck" the next. Who wants to jump through all of these hoops every other time they scan? I don't think it's right for my scanner to not work properly. If I have to scan 50 pages by hand, (because the auto feed pulls them through crooked half the time), why would I want to start all over again?

[A_Gayathri]

Hi @scajjmb1015,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private -icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

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!