scan feature on my HP printer does does open/ work. Scan Doctor stops working & cannot communicate

[Newyorker817]

I have an HP Envy 5530 printer that until recently had been working fine.  After having internet connection problems & finally installing a new modem, I have  problems with my printer that i didn't have before. My printer connects to the internet & is able to print- but I cannot use the scan feature.  I cannot open the scan feature and when I attempt to run scan Doctor - It gets as far as communicating and it stops and freezes.  I have to use task manager to  exit.     Appreciate any advice on how to fix this issue. 

[Alden4]

Hi @Newyorker817,

Welcome to HP Support Community.

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

It sounds like there may be a connectivity issue between your computer and the printer, especially since it started after installing a new modem. Let's try a few troubleshooting steps.

• Restart Devices: Sometimes a simple restart can fix connectivity issues. Try restarting both your computer and the printer.
• Check Connection: Ensure that your printer is properly connected to your computer either via USB or Wi-Fi, depending on your setup. If it's connected via Wi-Fi, make sure it's connected to the same network as your computer.
• Update Drivers: Make sure that your printer drivers are up to date. You can visit the HP website, enter your printer model, and download the latest drivers for your operating system.
• Firewall/Antivirus Settings: Sometimes firewall or antivirus settings can interfere with the communication between your computer and the printer. Check your firewall and antivirus settings to make sure they're not blocking any communication from the printer.
• HP Print and Scan Doctor: Since HP Print and Scan Doctor freezes during the communication stage, it's possible that there's an issue with the network settings or the printer itself. Try running HP Print and Scan Doctor again and pay attention to any error messages it provides. You can also try running it with administrative privileges by right-clicking on the program and selecting "Run as administrator".
• Reinstall Software: If none of the above steps work, try uninstalling the printer software from your computer and then reinstalling it. This can sometimes fix any corrupted files or settings that may be causing the issue.

Hopefully, one of these steps will resolve the issue and get your scan feature working 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

[Newyorker817]

I have tried all of the above suggestions.  I finally got scan Doctor to work & was advised of a driver error  (not communicating with the printer). I then attempted the last suggestion to install & uninstall the printer software & drivers.  It appeared that the software was reinstalling. However, now I have no printer icon that allows me to use the printer functions and the printer is not appearing in my programs & features.  But- the printer is appearing as connected in my devices & printers.  I cannot uninstall it a 2nd time as it does does appear in my programs.  Also- when I was reinstalling my HP software- I download HP Smart- which gave me an error message. Now I am totally confused as I thought uninstalling & reinstalling my printer software might  solve the problem. Any additional suggestions would be greatly appreciated. 

[Alden4]

Hi @Newyorker817,

Thank you for your response, 

This needs one-on-one interaction hence I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support