Unable to communicate with the Scanner

[fredfrog2019]

officejet 5255 "Unable to communicate with the Scanner". This is running program "...HP OfficeJet 5200 series\bin\HPScan.exe", which enables scanning documents into a pdf or .png. I use it frequently. I performed all the troubleshooting and diagnostic steps reccommended by the "virtual agent" and nothing fixed the problem. 

TIA for any suggestions.
FredFrog

[fredfrog2019]

I'm adding this as a reply to my original post, hoping that it might elicit a response where the original post has not. 

Does anyoine know whether the HPScan.exe program is an HP-supported program? I'm thinking that it may have been written by someone outside the HP family and, if so, that individual might want to troubleshoot the scanner issue.

Just a thought. 

[Jay_G24 · Accepted solution]

 Hi @fredfrog2019,

I'd like to help!

Are you able to make copies?

If yes, then try the below steps -

 Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with printer offline conditions.

1. Download HP Print and Scan Doctor.
2. Run HPPSdr.exe from the download location on your computer.
3. Once HP Print and Scan Doctor opens, click Start, and then select your printer.
   • If your printer in not in the list, turn it off and on, and then click Retry.
   • If there is a connection problem, follow the instructions in HP Print and Scan Doctor.
4. If a screen prompts you to turn on printer updates, click Yes.
5. If a screen prompts you to make your printer the default printer, click Yes.

Try scanning

If the issue persists,

Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software.

First, unplug the USB cable from the printer if present.

• Go to Control panel – Programs and feature – Select all the HP printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Restart your computer.
  • Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
  • Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
  • Then from the device manager list, check the entries under “Printer” – If there are any entries, please right click and choose “uninstall” – In the confirm device un-install pop-up, make sure you select the box which says “Delete the driver software for this device". 
  • Also, check the entries under "printer queue" and "imaging devices" and repeat the same exercise. Delete any printer entry or any entry which says “Unknown device”.
  • Once done, close device-manger. Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go running window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
  • Once done you can try cleaning out your temporary files and cached files. You can try using automated applications like some cleaner software's that you can download from the internet.
  • Now restart your computer again.
  • Open the Run window again, type “services.msc” and press ok to get services window.
  • Scroll down to “Remote Procedure Call (RPC)” – right-click and go to properties. Make sure the service is started and startup type is “Automatic”.
  • Now scroll up and go to “Function Discovery Provider Host” – right-click and select properties – Change the startup type to “manual” and start the service.
  • Repeat the same exercise on “Function Discovery Resource Publication” as well
  • Windows image acquisition stop and restart the service 

Reinstall the drivers from Software and drivers page

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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