Weird scanner issue - Preview fails if too much of scan area is occupied

[para55]

The HP scan software usually takes an initial preview and shows the scanned image to let you crop it and adjust some properties, then when you save, it scans again in-line with the selected parameters. For some reason, the first step fails, and despite the scanner seeming to complete the initial scan, the preview doesn't display. The software doesn't crash, it just hangs at the point before the preview shows up.

I've tried scanning different things and noticed a strange pattern. I placed a small leaflet in the middle of the scan area, and the scan worked fine. I moved it closer to the bottom, and the scan worked completely fine. I repeated this several times, moving the piece of paper around, and found that it worked every time the leaflet was folded up. However, unfolding the leaflet so it takes up more of the scan area causes the process to fail. I've tried different scan sizes, ranging from 5x7" to 'entire scan area' but this didn't seem to affect it. It was the size of the object that caused it to fail.

I've tried removing the software and reinstalling but it didn't make any difference. I also tried using Windows scan and encountered a similar issue. The folded up leaflet scanned fine and auto-saved in My Documents. I unfolded it so it took up a bit more of the scan area, and the scan seems to complete but then no image saves.

Any ideas what could be causing this?

[sandytechy20]

@para55 

Welcome to the HP support community.

Which operating system is installed on the computer to which this printer is connected?

[para55]

Hi Sandytechy20. Thanks for getting back to me.

The OS is Windows 10 Pro x64

[para55]

Hi

Is it possible to get some further help on this please?

I received a PM saying you were going to close the request after it took me 1 day to respond to your question, yet it's now been 5 days since I provided the requested information with no further response from your end. 

[sandytechy20]

@para55 

This seems to be a driver issue, follow these steps to fix the issue.

Perform root level uninstallation to remove all the printer related software's.

• 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 Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and install the printer using HP smart app

Here are the steps:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[para55]

Hi Sandy

Thanks for getting back to me.

I just followed those steps, but that unfortunately hasn't worked. I'd previously tried removing the software, but this time I did it again as per your instructions and also removed the driver, but I've just reinstalled everything and the issue appears to be the same. The printer scans the image but then the software just sticks at this point-

[para55]

That image above was with a leaflet taking up the whole scan area. I folded the leaflet up and scanned again, and it worked fine. Another image to show how it looks when it works-

[David_Dave1]

hello,

ihave the same problem since about 3 weeks on my windows 10, 64.

I did nothing to get this issue, excepting windows update, so it could come from an update of windows ?

[David_Dave1]

i have just found the fix

go to windows update and select optionnal update

[para55]

Hi David

Thanks for the recommendations. I just tried that and it unfortunately did not work for me though.