USB connection ENVY 7800

[GR94]

Hi everybody, I have a problem in scanning files with my new printer  HP ENVY 7800.
When I want to scan documents using the touchscreen directly from the printer it appears a message that says me that the PC isn't connected or is working on another scan. When I scan from PC software, I don't have problems and the scan works.
I connected the printer to my PC with the USB cable of my old HP printer, I prefer to don't use the WiFi connection (that works) because the printer is connected to a mesh line in order to connect my parents' PC (where the primary WiFi doesn't reach the signal) to the printer.

So the best configuration for me is USB cable from my PC to printer and secondary WiFi connection from other PC to printer. 
I already tried all suggestions given by HP support (unplug the cables, reinstall the drivers, etc) but nothing works, do you have any suggestion please?

[TEJ1602]

@GR94, Welcome to HP Support Community!

Is there any error message when you try to scan to PC?

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any print/scan issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

If the issue persists, I recommend you delete the driver and root level and retry, follow the steps below: 

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”

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.

Use this link to download and install the new driver. Configure the printer and try scanning.

Check Windows Image Acquisition settings

Windows Image Acquisition (WIA) is a Windows service that helps communication between the computer and scanners. If WIA is not activated, scan jobs can fail.

1. In Windows, search for and open View local services.

2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).

3. Look at the Status and Startup Type values.

   • If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. Skip to the next step.

     

   • If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

     If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

Try to scan.

Refer to the document HP Printers - How to Scan (Windows) for additional help.

Hope this helps! Keep me posted. 

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!

[GR94]

Hi,

thanks for helping, I already try 1st  point (that give me more problems than solutions, check my points below) and 3rd point (It is automatic) but nothing works. Surely, I will try the 2nd one.

I'm in contact also with HP whatsapp Support and we try the followings:

1) USB connection (after unistall drivers, restart pc, reinstall all drivers)

Scan function:
From HP software: YES
From Printer: NO

Print function

From HP software: YES
From Files/e-mail/etc.: YES

2) USB connection (after deleting hidden files from %temp%, unistall drivers, restart pc, reinstall all drivers)

Scan function
From HP software: YES
From Printer.: NO

Print function

From HP software: YES
From Files/e-mail/etc.: YES

Conclusion: with USB I canno't scan from printer to PC.

3) Wi-Fi connection and USB connected (after deleting hidden files from %temp%, unistall drivers, restart pc, reinstall all drivers)

Scan function
From HP software: YES
From Printer.: NO

Print function

From HP software: YES
From Files/e-mail/etc.: YES

4) Wi-Fi connection  (after deleting hidden files from %temp%, unistall drivers, restart pc, reinstall all drivers)

Scan function
From HP software: YES
From Printer: YES at the start, the day after NO

Print function

From HP software: NO MORE PRINT SOFTWARE (ONLY SCAN)

From Files/e-mail/etc.: YES

Conclusion: Drivers not installed properly but it initially works, the day after it doesn't work (maybe because I used scan and doctor that install the missing drivers)

5) Wi-Fi connection with static IP (after deleting hidden files from %temp%, unistall drivers, restart pc, reinstall all drivers)

Scan function
From HP software: YES

From Printer: YES at the start, the day after NO

Print function

From HP software: NO MORE PRINT SOFTWARE (ONLY SCAN)

From Files/e-mail/etc.: YES

Conclusion: Drivers not installed properly but it initially works, the day after it doesn't work (maybe because I used scan and doctor that install the missing drivers)

6) ETHERNET connection with resetting the factory settings and not using SCAN&DOCTOR  (after deleting hidden files from %temp%, unistall drivers, restart pc, reinstall all drivers)

Scan function
From HP software: YES

From Printer: YES at the start, after some days NO

Print function

From HP software: NO MORE PRINT SOFTWARE (ONLY SCAN)

From Files/e-mail/etc.: YES

Conclusion: Drivers not installed properly but it initially works, after 2/3 days it doesn't work, we will try to change my internet modem name, I have the same name for 2 different frequencies: 5Gh and 2.4Gh, maybe the printer doesn't recognize the one that it need, so this week end I will try to change names.

EDIT 05/26/2020

7) WiFi connection with Wifi 5Ghz name changed  (after unistall drivers, restart pc, reinstall all drivers)

Scan function
From HP software: YES at the start, after some days NO

From Printer: YES at the start, after some days NO

Print function

From HP software: NO MORE PRINT SOFTWARE (ONLY SCAN)

From Files/e-mail/etc.: YES at the start, after some days NO, after HP Smart Installing YES

Conclusion: Drivers not installed properly but it initially works, after 2/3 days it doesn't work (as before), now it seems not connected with my PC (also Scan&Doctor and the Scan app from PC don't see my printer) , after installing HP Smart I can scan from PC again but I still cannot scan from printer. 

Here my situation 😅