hp envy will print but not scan

[tamt]

I just got a new computer with Windows 10. I have no trouble printing wirelessly to my HP Envy 4500. However, I cannot scan from the printer or from my computer. I have downloaded the HP scan and capture app to my laptop. When I click on "capture Photo" or "Capture document" in the app, I can hear the printer begin to scan, but then I get a "general failure". When I try to scan from the printer, the printer is "unable to connect to the computer" (however, I am able to send something to print without problems).

Next I connected my laptop via usb to the printer. When trying to scan from the printer, the printer is still unable to connect to my computer. When trying to scan from the HP app, it will sometimes (about 1 in 4 attempts) if I click on "capture Photo". However, it will never scan when I click on "capture Document". I get a "General failure" diagnosis.

[VisionAiry]

Click on the link below to see if your printer driver is out of date

--HP Envy Driver and Software--

I hope that helps!

[RasterBlaster]

There are some issue like this that can occur after you upgrade. I resolved a similar issue on my 2546b  by uninstalling the software, restarting the computer and then installing the Full Feature software from HP's web site again... and restarting again.

Wireless setup can be a bit challenging depending on your wireless environment - that age of your home router and the firmware version,et c... this document does a really good job of getting the job done http://support.hp.com/us-en/document/c03820126

[Madhav_Mehta]

Hello,

The scanning feature is an issue because of the services not started by default.

You need to have the full featured HP driver software installed on your PC. 

Since, HP scan requires Windows Image Acquistion services, please try these steps below:

1. Open run and type "services.msc"

2. Restart Windows Image Acquisition services.

3. Open registry settings by typing in run "regedit.exe"

**Follow these steps

a. Go to HKey_LOCALMACHINE >> SYSTEM >> Current control set >> services >> stisvc 

b. Right click on stisvc >> select modify >> RPCss will be mentioned there >> Under RPCss >> type "ShellHWDetection"

c. Click ok. (it will show as error click ok again).

d. Back to step 1: restart Windows Image Acquistion

This should work for you.

Please respond if you face any issues. Also, please mark Kudos or thumbs up, so that people with the same issue can rectify it easily.

Cheers

Madhav

[tamt · Accepted solution]

I found the answer on another forum:

Hi tamt,

The ENVY 5530 is very similar to the ENVY 4500 and had a similar issue. Go to http://h30434.www3.hp.com/t5/Windows-10-Expert-Day-Printers-All-in-Ones/Copy-Scan-Inoperative/td-p/5... for a possible solution.

[HPhelp88]

Madhav

I try your step but was halted. nothing happen after "Right click on stisvc >> select modify ..."

Right click on stisvc does not has modify selection but in the edit tool bar I can see it. However it cant be run?? Just halt no matter how I click on it.

Any resolution?

Rdgs

Eric

PS: Indeed under Windows Image Acquisition services, start failed.

[Madhav_Mehta]

Hello Eric,

Please have a look again and try the steps:

When you click(left click) on "stisvc" >> you will see a "DependOnService" option >> Right click and "Modify"

Edit as below:

You need to add ShellHWDetection, the same way as mentioned above.

Please try out and let me know if you face any difficulties.

Cheers

Madhav

[Baragon1]

This post is several years old but this problem just occured to me after a recent windows 10 update. Madhav_Mehta's advice solved my problem perfectly. Try these steps first before wasting days googling like I did!

HP scan requires Windows Image Acquistion services, please try these steps below:

1. Open run and type "services.msc"

2. Restart Windows Image Acquisition services.

3. Open registry settings by typing in run "regedit.exe"

**Follow these steps

a. Go to HKey_LOCALMACHINE>SYSTEM>Current control set>services>stisvc 

b. When you click on "stisvc">you will see a "DependOnService" option> Right click and "Modify">add ShellHWDetection to the list, as shown in the picture.

c. Click ok. (it will give an error, but click okay anyway).

d. Repeat step 1 to restart Windows Image Acquistion (Do not skip this test)

c. I restarted my pc and printer before trying to scan just in case, worked perfectly. 

Thanks Madhav!!!

[Inando]

Not sure why this solution worked, but it worked!