Unable to initialize web scan

[sfk129]

I have tried all of your suggestions but my scanner still will not work; it get stuck in the "Preparing Scan" mode and then finally I get the message unable to initialize webscan.  I have uninstalled and reinstalled the software twice and keep unplugging and resetting the printer.  Is my scanner dead??

[sfk129]

The issue I am having is with the printer itself....it will not scan to my email or computer.  How do I know if the printer is just bad.

[The_Fossette]

@sfk129,

Welcome to the HP Support Community! 

• What is the exact model for your printer?
• What is the operating system you are using?
• Are you able to make a copy?
• Have you performed the troubleshooting steps suggested in the thread?

Look forward to hearing from you and you have a great day!

Take care.

Cheers!

[sfk129]

The model is HP Officejet 5740; Operating System is MacOS Mojave; yes I can make copies and print items; I have performed all of the troubleshooting steps suggest in the thread.  I uninstalled and reinstalled the printer and it does seem to be working now.  I have this issue from time to time and it can be annoying to constantly have to reboot the printer.  I cannot use the feeder as that is no longer working; it will not accept the pages.

[Kumar0307]

@sfk129

Thank you for the detailed response. To enable web scan, let us follow these steps: 

1. Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
2. Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
3. If you get any security notification, click on show details/advanced and 'proceed to this website'.
4. From the Settings tab, click Security, click Administrator Settings, select Enable for Webscan, and then click Apply.

On the Automatic document feeder, do you get a notification sound when you place the papers? This is the paper sensor which recognizes the paper.

Make sure to fan the papers before loading.

Also, Perform step 3 from this document.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[sfk129]

The scanning is working, thank you.  The document feeder attempts to take the paper, then gives me this message.....

'the document feeder was not able to pick up the original'

[Kumar0307 · Accepted solution]

@sfk129

Do you get a notification sound when you place the papers in the Automatic document feeder?

Are you using US letter size sheets?

Power reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Click here to download and install the latest firmware from your MAC.

Click here to know different methods of updating printer firmware.

Also perform the steps mentioned in my previous post for ADF-no pick issue

Keep me posted.

[sfk129]

Thank you for your advice; I am able to scan with no problems.  I still do have an issue with the document feeder.  I have checked everything around the roller and there does not seem to be an issue with paper pieces etc.  Is there a way to replace the roller that pulls the paper through.  This device will not let you scan several pages from the scanner bed; it scans and emails one page at a time. 

[Kumar0307]

@sfk129

If the issue persists with the feeder, please contact our HP Support team for Service Options as it could be a possible hardware issue and the roller alone cannot be replaced:

1) Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Keep me posted for any other assistance.