TERRIBLE ISSUE with HP Scan Application on drivers v15.0.15188.928 - HP LaserJet Pro M1536dnf

[AleSoftware]

I  have update drivers to version 15.0.15188.928 ... and the application HP Scan stopped working as it did before. 
When you press the ADD NEW PAGE(S) button, it does NOT check if there is documents on the ADF... it seems it only checks that when the HP Scan application is launched ... so you can't scan pages from the ADF and the flatbed glass without restarting HP Scan. Before updating, I was able to scan from where ever I wanted even on the same scan JOB ... whenever I pressed the ADD NEW PAGE(S) button if there were pages on the ADF, they were scanned, it there were NO pages on the ADF, it automatically scanned from the flatbed glass...
Now, with this new drivers if there were pages on the ADF when I started HP Scan, then I only can scan pages from the ADF. Not even if I start new scan JOB can I scan from the flatbed glass, the only way is to restart the HP Scan application. I've uninstalled the new drivers and went back to the previous ones, then all started to work fine again as before.

[Betty0610]

@AleSoftware

Welcome to the HP Support Community.

Are you using the HP Smart App on your PC? If not, you may try and install to see if that works: https://support.hp.com/in-en/document/c04675142. If yes, uninstall and reinstall it.

If the issue persists, try these steps:

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue still persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[AleSoftware]

Hi Betty,

1- No I'm not using the HP Smart App, I've tried it but is considerable slower than the HP Scan Windows Application (this one bellow is the one I'm using). The HP Smart App have some issues that are very bad. First, it is slower,  it takes much more time for opening the app and choosing what you want to do, BUT more importantly it is also slower scanning.

2- There is another ISSUE with the HP Smart App, it name the printers by their model and that's ALL the information you get (no IP, no printers name, nothing). As a consequence, if you have 3 network printers of the same model, you NEVER know what printer you are choosing without first entering to PRINTER SETTINGS.
3- And there is another ISSUE you have to select the source each time, and as I said the original drivers did automatically. Whenever you clicked on the ADD PAGE(S) button, it checked the ADF, if documents where there they were scanned, if no documents where there, it automatically scanned from the flatbed glass.
4- I don't know but I think new apps should improve users' experience, not worsen it. If you are not going to fix this app, at least you should provide with the HP Smart App the same functionality and speed than with the HP Scan.

Regards,

[Betty0610]

I understand. Did you try the other steps?

[AleSoftware]

Yes, I did. I did run the HP Print and Scan Doctor before I posted all this. I have uninstalled and reinstalled the drivers. I have even tried installing the driver in a machine with a clean Windows 10. The issue is always the same drivers v15.0.15188.928 do NOT check if documents are loaded on the ADF, and scan from there or the flatbed glass accordingly, when you click on the ADD PAGE(S) button. So it's impossible to change the scan source without closing and opening the HP Scan application. But if I reinstall the old drivers (v10.0.19041.1), everything its OK.  I'm just asking HP check this up, I think it should not be very difficult to solve. If your plan is to push everyone to HP Smart App, then at least offer the same functionality as before, not a worst one: 1- same speed, 2- the automatic selection of the source base on the presence or not of documents on the ADF... and please, please, please, 3- the ability to identify different printers of the same model!!! without having to check the printer settings.

[Betty0610]

Try a firmware update: https://support.hp.com/in-en/document/c02919168

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[AleSoftware]

I already have the latest firmware for the HP M1536. The ISSUE is with the drivers and HOW the the ADD PAGE(S) button works in the HP Scan software. It works perfectly with the old drivers, it does not work with the new drivers. Regards,

[Betty0610]

@AleSoftware

Do you have any other computer that you can try this with?

[AleSoftware]

Yes, I've already tried this in other computers. Even in one with a clean Windows installed. When ever I install drivers v15.0.15188.928... the ADD PAGE(S) button stop working as it worked with the original drivers (no matter the PC, no matter the version of Windows, no matter if printer was previously installed or not). JUST TO BE CLEAR, AGAIN, IT IS NOT AN ISSUE WITH MY PRINTER, IT IS NOT AN ISSUE WITH THE OPERATING SYSTEM, IT IS NOT AN ISSUE WITH THE INSTALLATION... THE ISSUE SOME CHANGE HP MADE IN THE DRIVERS. So, I not expecting you to offer a solution other than recognizing the ISSUE and FIXING THE DRIVERS!!! or saying "sorry, we messed up but we are doing nothing" (not a good service support answer but at least an honest one).

Regards,

[Betty0610]

We shall escalate this case.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thank you for visiting the HP Support Community.