printer doe not recognize computer for scanning

[mariee]

I cannot get my printer to recognize my computer, I can scan from computer but not from printer, I have tried numerous times to reinstall drivers but get error message.

[Hawks_Eye]

Hi @mariee 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand the situation. Printing works fine, but scanning initiated from the printer does not recognize the computer. It’s good that you’ve already tried reinstalling drivers.

To help us narrow this down, could you share the exact printer model and confirm whether the HP App is installed on your computer? Also, does scanning work if you initiate it directly from the HP App on your computer? 

These details will help us understand whether the issue is with the printer’s communication or the computer’s recognition.

In the meantime, here are some general checks you can try:

• Ensure both the printer and computer are connected to the same network and not through guest Wi‑Fi.
• Restart both devices and the router to refresh the connection.
• Verify that the printer firmware and HP App are updated to the latest version.
• If using Windows, check that the Windows Image Acquisition (WIA) service is running.

Once you share the product details and how scanning behaves through the HP App, we can provide precise steps tailored to your setup. Would you be able to confirm those details?

We're looking forward to helping you get back up and running! 

Regards, 

Hawks_Eye

Note: Do not share any of your personal information in public, such as serial number, phone number, email ID, etc.

[mariee]

what is a wia how do I check it on my computer, yes I do have HP app installed and Yes I can scan from the computer app  my printer is HPenvy inspire 7900

[Hawks_Eye]

Hi @mariee 

Thanks for getting back to us.

WIA refers to Windows Image Acquisition, a Microsoft driver model that allows imaging devices like scanners and cameras to communicate with Windows.

Since you can scan from the HP App on your computer but not directly from the printer, this points to a communication gap between the printer’s “Scan to Computer” feature and Windows. 

The WIA (Windows Image Acquisition) service is central here—it’s what allows Windows to talk to imaging devices like scanners.

Here’s how you can check and ensure WIA is running:

Steps to verify WIA service in Windows:

Press Windows + R on your keyboard, type services.msc, and press Enter.

In the Services window, scroll down to Windows Image Acquisition (WIA).

Double‑click it and check the Startup type. It should be set to Automatic.

If the service status shows Stopped, click Start.

Apply the changes and close the window.

Once WIA is running, restart your computer and try initiating a scan from the printer again.

Since your printer is the HP Envy Inspire 7900 series, also make sure:

The printer firmware is updated (via the HP App).

The HP App itself is updated to the latest version.

Both printer and computer are on the same Wi‑Fi network (not guest Wi‑Fi).

If scanning still doesn’t work from the printer panel after this, the issue is usually with the “Scan to Computer” feature not being enabled. In the HP App, go to Printer Settings → Scan → Manage Scan to Computer and ensure it’s turned on.

Regards,

Hawks_Eye