"Scanner in Use" message won't go away

[DaveBall]

HP Smart has been reporting "Scanner in Use" for weeks now.

I've rebooted the PC and printer multiple times, still no joy.

Also tried the 'copy' button on the printer menu, but 'start black' and 'start color' do nothing.

Any advice, please?

[Nal_NR]

Hi @DaveBall,

Welcome to the HP Support Community. 

Do not worry, I'd be happy to help you!

Use HP Print and Scan Doctor

Download HP Print and Scan Doctor and run the program. It will automatically diagnose and fix any printer connectivity issues. 

For more information, go to https://support.hp.com/us-en/topic/printscandoctor

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

Assign manual IP to the printer

The steps on how to set a manual IP address can be found here.

For the DNS servers please use 8.8.8.8 for the Manual Preferred DNS Server and 8.8.4.4 for the Alternate DNS server. These are Google’s public DNS servers

If the issue persists, I recommend you delete the driver and root level and retry, follow the steps below: 

1) In Windows, search for and open Programs and features 

2) Select your HP Printer 

3) Select Uninstall 

4) In Windows, search for and open Devices and printers 

5) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’ 

6) Open up the run command with the “Windows key + R” key combo. 

7) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe”

8). Click on the “Drivers” tab 

9) Look for the HP Printer driver. If you see it Click on it and click Remove at the bottom 

10) Select Ok 

11) Select Apply and Ok on the Print Server Properties windows 

12) Close Devices and Printers.

Use this link to download and install the new driver. Configure the printer.

Add a TCP/IP port.

1. Print a Network Configuration Report from the Printer Settings or Wireless menu.
2. Right-click your printer, select Printer Properties, click the Ports tab, and then click Add Port.
3. Select Standard TCP/IP Port, and then click New Port.
4. Follow the instructions to add a new port using the information listed on the Network Configuration Report.
5. Try scanning.

Additionally, refer to the document HP Printers - How to Scan (Windows) for alternate scanning methods.

Hope this helps! Keep me posted. 

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!

[DaveBall]

Hi,

Sorry for the delay in replying.

I've been using Scan & Print Doctor for years (currently 5.7.4), and it claims the firmware is up to date.

When it does a 'finding and fixing scanner problems' it fails at Driver Check and says "Scan driver is unable to communicate with the product. ..."

On the device, the touch screen is permanently illuminated (its been days now).

If I choose 'finding and fixing printer problems' the test page shows lots of issues, but cleaning and alignment options don't have any affect.

The option to scan in the test print has disappeared.

BTW although print quality has been deteriorating for many weeks, the ink levels are reported as good.

I reckon the device has a hard fault, and I'd love to replace it, but HP owe me ink.

Regards

Dave

[Nal_NR]

Hi @DaveBall ,

We are sorry that the issue was not resolved when the above troubleshooting steps were performed and appreciate your time and patience. 

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!