can't scan to my Windows 11 PC (previously worked fine prior to Windows Update)

[DoctorMatthew]

Dell Mini-Computer; HP software reports  "Device Manager Error: Scanner not found, advise rebooting the Dell PC."  I did that, PC firmware was updated, but no change in error (the OfficeJet's scanner doesn't show up there, but printer and copier functions are excellent).  Rebooted printer; no change.  I do own this printer, but your support site finds no HP products as owned by me except for a laptop that is not part of the current issue and tells me that the printer's serial number is incorrect (it isn't). Connection from the printer/scanner to my PC is via wireless.  What next steps should I take?

[Irfan_06]

Hi @DoctorMatthew,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

I see that you are facing an issue with scanning from your printer.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, refer to the steps on this link to further troubleshoot.

D) Refer to this link for more scanning related issues.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[DoctorMatthew]

Thank you for your specific instructions, which I followed exactly.

-HP Smart still gives error message that scanning isn't available.  Touchscreen on the printer gives same error message.

- Print driver downloaded from EasyStart without incident; printing and copying appear to be normal.

-In trying to install the "critical" firmware, I experienced a circular loop.  Printer identified my OS as Windows 10, which I changed to Windows 11. Clicking on download, I was always returned to the same installation screen; nothing was downloaded to my system.  Same experience whether using Firefox or MS Edge. 

So I still can't scan to any of the several PC's on my home network and I am unable to install the "critical" firmware update.

Thanks in advance for any additional advice.

Matt

[Irfan_06]

Hi @DoctorMatthew,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support