cannot scan a document correctly (blurred image)

[AOD77]

Hello, My scanner has been problematic for a few days. I can no longer scan my documents correctly. The image is mainly black and blurred.

I of course installed / uninstalled the HP utilities and did a lot of testing (researching new drivers, updates etc.).

I don't understand where the problem comes from.

The only thing that has changed is the internet box (but I changed providers twice, never been bothered).

I am connected with wifi (ID / Password are ok), I tested the connection by cable, same results.

Please help me.

Thank you in advance.

[AOD77]

Nobody for helping me ?

[Betty0610]

@AOD77

Welcome to the HP Support Community.

Are you able to copy?

Are you using the HP Smart App on your PC? If not, you may try and install to see if that works: https://support.hp.com/in-en/document/c04675142. If yes, uninstall and reinstall it.

If the issue persists, try these steps:

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue still persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[AOD77]

Hello and thank you for your reply. My problem remains the same despite the fact that I have complied with all the proposed steps. The only problem I had was the inability to remove the driver by following the command "printui..." This breakdown is driving me crazy.

Here is a result from my scanner (it's a portrait of a person).

[Betty0610]

Are you able to copy well?

[AOD77]

Hi,

I cannot try to copy because, generaly I don't need to copying.

I just launch a test right now, same result than the pic posted before

😞

[dofferential]

does not copy

[Betty0610]

Try the steps from here (whichever applicable): https://support.hp.com/in-en/document/c05337009

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Betty0610]

@dofferential

Welcome to the HP Support Community.

Are you the same user as @?AOD77

Thanks!

[AOD77]

Thank for this new tips...but, no amelioration. 

I'm very upset because, I don't use my machine so much (low than 200 scan). I don't want to send my machine for any operation because it cost money. 

First time HP and last time for me...

(I don't tell you my problems with my HP computer)