my printer: HP ENVY 6400, it prints from my lap-top and it copies, I can't get to scan to my lap-top

[thomas_80]

HP ENVY 6400, 6458e all in one

[Garp_senchau]

@thomas_80, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

If your HP ENVY 6400 printer can print and copy but is unable to scan to your laptop, you can follow these troubleshooting steps to resolve the issue:

Install the HP Smart App: Make sure you have the HP Smart app installed on your laptop. This app includes tools for scanning among other functions. You can download and install it from 123.hp.com.

Check Connection: Ensure that your printer is connected to the same network as your laptop. A mismatch in connectivity could cause scanning issues.

Restart Devices: Power cycle your printer and computer. Turn off the printer, shut down your laptop, wait for a few moments, and then turn them back on.

Scan Settings: Verify your scanner settings within the HP Smart app. Make sure the proper scanner source and resolution are selected.

Update Drivers: Visit HP Software and Driver Downloads to check for any available updates for your printer's software and drivers.

Printer Firmware Update: Ensure your printer's firmware is up-to-date. Instructions can be found at Update the firmware on an HP printer.

Re-establish Wireless Connection: If your printer uses Wi-Fi, try reconnecting to the network. You might consider using the Wireless Setup Wizard on your printer's control panel for touch-screen models, or using the WPS button for models without a touch-screen.

Check External Applications: Sometimes third-party antivirus or firewall software can block scanning. Ensure that your scanning software is allowed to communicate through any security programs.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[maxomini]

I saw the same problem with a customer and the solution was to asure that the 
windows image acquistion service is running.

If it is stopped or not installed the scanner will not work but printing is ok.

The service is a windows native service installed within windows.