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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).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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Microsoft Windows 7 (64-bit)

the message on my printer is that it does not recognize my computer...I can send documents from the computer to the printer but not vice versa

1 REPLY 1
HP Recommended

Hi @JoanieM,

 

Welcome to HP Support Community.  


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

 

When you try to scan a document or photo, the computer or scanner cannot be found and the scan fails.

 

One of the following error messages might display:

 

  • An error occurred communicating with the scanner or scanning device
  • No Computer Detected or Computer not found
  • Scanner not found
  • Scan to computer is currently unavailable 

Identify and resolve scanner connection issues on a Windows computer.

 

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

 

Use HP Print and Scan Doctor (Windows)


Use HP Print and Scan Doctor on your Windows computer to help diagnose and fix printing and scanning issues.

 

  • Make sure paper is loaded in the main tray, and then turn on the printer.
  • Download HP Print and Scan Doctor, and then follow the prompts to install and open the tool.
  • On the welcome screen, click Start to select your printer and run the diagnostic.
  • If your printer is not found, click My product is not listed, and then follow the instructions to troubleshoot the connection.

 

Uninstall HP print driver and use HP Smart (Windows)
 

Uninstall the HP print driver and install and use HP Smart on a Windows computer.

 

Disconnect any USB cables from the printer.

 

  • In Windows, search for and open Add or remove programs.
  • Look for your HP printer name in the list of programs.
  • If you find your printer, click the printer name, and then click Uninstall.
  • If you do not find your printer, search for and open Printers & scanners, click your printer, and then click Remove device.
  • If a User Account Control message displays, click Yes.
  • Follow the instructions to complete the software removal, and then restart the computer.
  • Go to 123.hp.com to download and install HP Smart.

 

Check Windows Image Acquisition settings
 

Windows Image Acquisition (WIA) allows communication between the computer and scanner. If WIA is not on or running correctly, scan jobs can fail.

 

  • In Windows, search for and open View local services.
  • Next to Windows Image Acquisition (WIA), check the Status and Startup Type.
  • If the status is 'Started' or 'Running' and the Startup Type is 'Automatic', WIA is working correctly. No further action is required.
  • If the status is 'Disabled' or blank, continue with these steps.

Windows Image Acquisition service status

 

  • Right-click Windows Image Acquisition (WIA), and then select Properties.
  • On the General tab, select Automatic from the Startup type drop-down.
  • Under Service status, click Start.
  • If the Start button is grayed out, return to the Services list and make sure the following services are running and set as Automatic.

 

  • DCOM Server Process Launcher
  • Remote Procedure Call
  • RPC Endpoint Mapper
  • Shell Hardware Detection

 

  • Try to start WIA again.

I hope this helps. 


Take care and have a good day.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

^ Alden4
HP Support
 

 

 

I am an HP Employee.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.