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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎06-18-2020 09:15 AM

HP Recommended
Product: HP Officejet 4650
Operating System: Microsoft Windows 10 (64-bit)

Printer works fine. 

 

Unable to scan documents, get a message "general failure." 

 

Thanks a bunch! 

1 REPLY 1

‎06-19-2020 07:40 AM

HP Recommended

Hello @dougstahl1 ,
Welcome to the HP Support Community!

 

The HP printer software must be completely uninstalled and removed of the system.

First download only this complete package: "HP OfficeJet 4650 series Print and Scan Driver and Accessories ", File name: OJ4650_Full_WebPack_1122.exe (206.7 MB).

Then proceed as follows:

Check the system for

  • TuneUp`s
  • Optimization Tools
  • Cleanup Tools

disable them, better uninstall them. Next...

  1. Disconnect printer/scanner from computer- Disable WLAN and/or remove the USB or LAN cable.- Do not switch off the printer >> unplug the power cord from the socket!
  2. uninstall all HP software > via "Programs and Features"
  3. Restart the PC
  4. Change File-Explorer-Settings:View > Options > "Change folder and search options" > Tab "View"
    • enable > Show hidden files, folders and drives
    • uncheck > Hide protected operating system files (Recommended)
    OK
  5. search for "HP [printer name]"and delete all this folders
  6. Empty the TEMP folders
  7. A) C:\Users\[Your user account]\AppData\Local\Temp\
  8. B) C:\Windows\Temp\
    9. system files cannot be deleted!
  9. Reconnect the printer to the power supply and switch it on (if this does not happen automatically)
  10. Please note: WLAN has to be deactivated!
  11. Restart the PC
  12. Close all programs
  13. Open up the run command with the "Windows Key + R" key combo > in folder Downloads click on the EXE, see above.

Via USB, means wait until the installation asks to connect the printer/scanner. Document error messages, even better is a screenshot and upload here.

The network configuration or the type of connection can be changed later.

Note:

Change the File Explorer settings again -

  • enable > Don`t show hidden files, folders or drives
  • click button > Hide protected operating system files (Recommended)
    OK

Hope this helps! Keep me posted.
Andreas

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