WIA stuck in Starting mode, scanner won’t scan

[Flogan9]

Hi, my 4500 scanner suddenly won’t scan. Tried uninstalling and reinstalling software & changing USB cable with no joy. Windows Image Acquisition in Services is stuck in Starting mode, all other options greyed out. Any ideas would be much appreciated!

[Anand_Andy]

Hi @Flogan9,

Welcome to the HP Support Community

I understand you are facing a scan-related issue with your HP ENVY 4500 e-All-in-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

Use HP Print and Scan Doctor to check connectivity

Download a special version of HP Print and Scan Doctor specifically created to help with Printing and Scanning related issues

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 scanning 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.

Reinstall the HP print driver (Windows)

Uninstall then reinstall the print driver on a Windows computer.

--->In Windows, search for and open Programs and Features.

--->Select your HP printer.

--->Select Uninstall.

--->In Windows, search for and open Devices and Printers.

--->In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

--->Open up the run command with the "Windows Key + R" key combo.

--->Type printui.exe /s and click OK.

--->Click on the Drivers tab.

--->Look for HP Printer driver. If you see it click on it and click remove at the bottom.

--->Select OK.

--->Select Apply and OK on the Print Server Properties windows.

--->Close Devices and Printers.

And then reinstall the printer's full-featured drivers from the software and drivers page 

Check Windows Image Acquisition settings

Windows Image Acquisition (WIA) allows communication between the computer and the scanner. If WIA is not on or running correctly, scan jobs can fail.

1. In Windows, search for and open View local services.
2. Next to Windows Image Acquisition (WIA), check the Status and Startup Type.
   • If the status is 'Started' or 'Running' and the Startup Type is 'Automatic', WIA is working correctly. No further action is required.
   • If the status is 'Disabled' or blank, continue with these steps.

1. Right-click Windows Image Acquisition (WIA), and then select Properties.
2. On the General tab, select Automatic from the Startup type drop-down.
3. Under Service status, click Start.
4. If the Start button is grayed out, return to the Services list and make sure the following services are running and set as Automatic.
   • DCOM Server Process Launcher
   • Remote Procedure Call
   • RPC Endpoint Mapper
   • Shell Hardware Detection
5. Try to start WIA again.
6. Now try scanning 

You may also go ahead and Download HP Scan and Capture an alternate scanning application developed for the Windows Operating system. You  may use this reference document: Using the HP Scan and Capture App 

I 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!

[Flogan9]

Hi Anand,

Thanks for your comprehensive reply. 

I had done all the things listed but it still wouldn't scan, though my pc could see the printer and tell it was low on black ink & would print a test page.

But it wouldn't open the scan dialog box in the HP Envy software. When I reloaded all the software I tried  the HP Smart app, something I didn't try earlier as I didn't want to have to login. I have found the scan function works through the smart app, so I think it must be that HP want you to use that rather than the old software. When I checked the WIA it still said Starting rather than Running?!

Hopefully it won't throw anymore wobblies!

Best Regards,

Flo

[Anand_Andy · Accepted solution]

@Flogan9,

Thank you for your response, please download HP Scan and Capture an alternate scanning application developed for the Windows Operating system.  You don't have to sign in to scan when you use this app. 

You  may use this reference document: Using the HP Scan and Capture App 

If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!

[Flogan9]

Hi Anand,

Thanks so much for letting me know about this app, it works! & it seems to have sorted out the old HP Envy app as well which now also works! The WIA is now saying Running. All the things I was trying before which didn't work are now working, what a relief.  Maybe it was a Windows update that changed it to Starting mode.

So now I don't have to be signed into HP Smart which is great.

Many thanks,

Flo

[Anand_Andy]

@Flogan9,

That's great! Happy to hear that the issue has been resolved. If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!