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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎02-26-2021 04:13 AM

HP Recommended
Product: HP ENVY 5000 SERIES
Operating System: Microsoft Windows 10 (32-bit)

Hello,

For some reason I am unable to use the Scan function on my HP ENVY 5000 SERIES printer despite the fact I am able to print.

Its bizarre as the printer status in the app on my PC is showing as "Printer Status Unknown"

I was able to scan only a few days ago so not really sure why this has occurred.

Any help is greatly appriciated

Many thanks

Carlos

Category:
1 REPLY 1

‎02-26-2021 01:28 PM

HP Recommended

Hello Carlos,
Welcome to the HP Support Community!

 

Try this first:

  1. shut down printer via on/off switch
  2. switch off the router
  3. shut down the computer
  4. wait about 60 sec.
  5. switch on the router, wait until the router has completely initialized itself again
  6. Switch on the printer, wait until the printer has finished its initialization
  7. switch on computer, log in (with admin rights) and wait about 10 sec.

Start the app "HP Scan"

... and now everything's working again?

 

If not, then proceed like this:

  1. download only HP ENVY 5000 All-in-One Print and Scan Driver and Accessories > to the folder "Download"
  2. disconnect the printer from the computer
  3. Uninstalling the Printer Software 
    - Step-1 to Step-3
  4. reboot
  5. open up the run command with the "Windows Key + R" key combo > in folder Downloads click on the EXE

Document error messages, even better is a screenshot and upload here.

 

Hope this helps! Keep me posted.
Andreas

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