scan to computer and print not working after new router

[Silverthunder]

I recently got a new internet service provider and a new router.  Now I am having some problems printing and some problems scanning.  

On the printer screen, when I choose scan to computer, my computer name is not listed there like it was before I got the new router.  However, there is a computer "other."  When I choose "other," I see that I can then scan to my computer but the computer then uses a different software for the scanning and I don't like that software as much.  I think it's the Windows 10 built in software.  Also, the windows 10 built in software always uses the flatbed scanner and I wanted to scan using the document feeder.

[KrazyToad]

@Silverthunder

Welcome back to HP Forums

I have gone through your post and I would like to help

Please Note: Many routers can operate in both 2.4 GHz and 5.0 GHz frequency bands, but not all HP printers support both bands. Make sure the 2.4 GHz router band is enabled and broadcasting. If the router broadcasts separate network names (SSIDs) for each band, connect the printer to the 2.4 GHz band SSID.

To begin with please ensure both your printer and computer and connected to the same Network

I suggest you uninstall and printer driver from Root Level and then download the Full Feature Software and the Firmware

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” and “/s”) 
8.) Click on the “Drivers” tab 
9.) Look for 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
13.) Restart the computer and download the Full Feature Software and the Firmware from Here and follow the onscreen Instructions

Let me know how it goes

Thank you and have a great day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

[Silverthunder]

Thank you for your reply.

I don't think my printer is connected through the wifi.  I have an ethernet cable plugged into it and I don't think I ever typed the wifi password into the printer.  I am trying to turn off the wifi of my router but I haven't been able to do that yet.  I just called the internet service provider and they were not clear about what frequency the wifi is broadcasting at.  They said something that made no sense so I am pretty much just writing off what they said.

I am trying to follow along with your instructions and I have installed the printer, as you requested in step 1.  However, I also see on that list "HP Update" and I am wondering if that's also part of the printer software.  There is not a lot of information given about that app.  All that I see is that written below it says "5.005.002.002."  My computer is an UP computer so I am thinking that it could be related to that.

[KrazyToad]

@Silverthunder

I suggest you download the HP Update as well and let me know if the issue persists

Thank you

[Silverthunder]

I am not seeing that as something to download but rather it's on the list of installed programs on my computer. 

[KrazyToad]

@Silverthunder

Are you still having the scanning issue after uninstalling and reinstalling the Full Feature Software?

If the issue persists, please download the HP Smart App and try scanning. Click this Link: https://www.microsoft.com/en-us/p/hp-smart/9wzdncrfhwlh?activetab=pivot:overviewtab

You can also try HP Scan And Capture from this Link: https://www.microsoft.com/en-us/p/hp-scan-and-capture/9wzdncrfhwl0?activetab=pivot:overviewtab

Do you have other devices that are connected to your new wireless network?

Keep me posted

[Silverthunder]

I am not sure if I am supposed to uninstall "HP Update" from the list of installed apps in Windows 10.  I guess I will just leave it?  After that, I can delete the fax printer and then reinstall the software for the printer.

[senan6806]

@Silverthunder

It looks like you were interacting with @KrazyToad, but he is out for the day & I'll be glad to help you out. 

You may leave the HP Update application. You are right, after you remove the printer entries from Devices and Printers. Download and install the printer software and driver.

Let us know if you need further help.

[Silverthunder]

Upon investigation, I am pretty sure that the HP Update has to do with the printer.  So, I am going to remove it.  As an aside, it's probably not good software design to have program files with insufficient description like that.

[senan6806]

@Silverthunder

HP Printer update is package application which gets installed when you install the printer full feature software and driver. I don't believe the HP update application would cause this issue. However, while performing a complete uninstall, removing the package applications such as HP update is a good idea. Once you re-install the printer software and driver, use the steps below to enable Scan to computer:

1.) Search Windows for HP, and then select your printer. HP Printer Assistant opens.

2. Click Scan then select “Manage Scan to Computer”.
3.) “Enable” Scan to Computer.