don't have the right driver for the scanner

[greycrazy]

i just recently had a new desktop built.  so i had to download the drivers for the printer.

1.  previously when i would click on the scanner icon - i would get a white scan screen - it would have different sections plus different options for each section.  i'm trying to rememeber - i think some where - where to save, what file type to save as, - can't remember much  more.  oh i think it had a next or a more button as well.

2.  this time when i downloaded the driver, when i click on the scan icon - i get a black scan window and i don't have any of those options.  all i can do is choose what file type and then click on scan.

i honestly think i downloaded the wrong driver for the printer/scanner.  does anyone know which driver i'm suppose to be using or know if hp got rid of older drivers and this is the new one?

i'm sorry i can't be more detailed - but i should be able to answer questions about it.

thanks in advance

--karen

[Nal_NR]

Hi @greycrazy,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are having issues with the scan.

Try this.

From the search bar type CMD, right-click on Command-Line, and select Run as Administrator, be sure to confirm any prompt by pressing Yes.

Past the following command and press enter:

Now restart your computer and try scanning, may you see any difference?

For drivers. Click here

Download and run this app to automatically fix a wide range of printer-specific issues. Print and Scan Doctor

Hope this helps! Keep me posted for further assistance.

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

[greycrazy]

i'm not really having trouble scanning.  i can scan.  what i'm trying to get at - and i'm obviously not doing a very good job of explaining - when i click on the scan icon to scan, the screen that comes up is different that what i used to have.  the screen i used to have what white and had sections and i believe a 'more' in the upper right corner.  the screen i get now is black and the selections are limited.  i want to know how to get the old scan screen back - the white one.  this is why i'm thinking it's possibly the wrong driver.  this is the driver i downloaded from hp's website - 

is there a different driver? and if there is - should i be using it instead?

thanks!

[Nal_NR]

Hi @greycrazy ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

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