scanner does not communicate properly with the PC

[Ambra_78]

Dear HP Communities, good morning. I would like to know how to fix the issue of the icon below that keeps telling me that the "scan is unavailable at the moment" but the scanner is perfectly fine from PC. On the other hand, when I try to make the scanner communicate with the PC, it always points this out to me. I tried every way but nothing. Why?

P.S. Sorry for my English.

 

[Sneha_01]

Hi @Ambra_78,

Welcome to HP Support Community.

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

It sounds like you're encountering an issue where your scanner is not communicating properly with your PC, despite it working fine directly from the PC. Here are some steps you can take to troubleshoot and potentially resolve this problem:

1. Check Scanner Connection

• Ensure that your scanner is properly connected to your PC via USB cable or network connection, depending on the type of scanner you have.
• If using a USB connection, try using a different USB port on your PC to rule out any issues with the port.

2. Restart Devices

• Restart both your scanner and your PC. Sometimes, a simple restart can resolve communication issues.

3. Update Scanner Drivers

• Make sure that you have the latest drivers installed for your scanner. Visit the manufacturer's website to download and install any available updates.

4. Check Scanner Settings

• Verify that the scanner settings on your PC are configured correctly. Ensure that the correct scanner is selected as the default device in your scanning software.

5. Run Troubleshooter

• Use the built-in Windows Troubleshooter to diagnose and fix scanner-related issues. Go to Settings > Update & Security > Troubleshoot > Additional troubleshooters and run the "Scanner" troubleshooter.

6. Disable Firewall/Antivirus

• Temporarily disable any firewall or antivirus software on your PC and see if the scanner can communicate properly. Sometimes, security software can block scanner communication.

7. Check for Software Conflicts

• Ensure that there are no conflicts with other software installed on your PC that might be interfering with the scanner's operation.

8. Reinstall Scanner Software

• Uninstall the scanner software from your PC, then reinstall it from the original installation disc or download it from the manufacturer's website.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Ambra_78]

Good morning and thank you very much for all!

Before I try your suggestions, could it be that the printer's IP address is not the same as the PC's?

I am a little ignorant on the subject

[Sneha_01]

Hi @Ambra_78,

Yes, it's possible that if the printer's IP address is not properly configured or if there's a network communication issue, the scanner might not communicate properly with your PC. Here are some steps to check and potentially resolve IP address-related issues:

1. Check Printer's IP Address

• On the printer's control panel, navigate to the network settings to find the printer's IP address.
• You can usually print a network configuration page or status report from the printer, which will display the IP address.

2. Check PC's IP Address

• On your PC, open the Command Prompt by typing cmd in the search bar and pressing Enter.
• In the Command Prompt, type ipconfig and press Enter. This will display your PC's IP address.
• Ensure that your PC and printer are on the same subnet. For example, if your PC's IP address is 192.168.1.5, your printer's IP address should be something like 192.168.1.x.

3. Ensure Both Devices are on the Same Network

• Make sure both your PC and printer are connected to the same Wi-Fi network. Sometimes, if there are multiple networks (e.g., 2.4GHz and 5GHz bands), devices can end up on different networks.
• Check the network names (SSID) your devices are connected to and ensure they match.

4. Set a Static IP for the Printer

• Setting a static IP address for your printer can help avoid IP address conflicts or changes.
• Access your printer's network settings through its control panel or web interface and set a static IP address within the range of your network. Refer to the printer's manual for specific instructions.

5. Reconfigure the Scanner Software

• Ensure that the scanner software on your PC is configured with the correct IP address of the printer.
• Sometimes, you may need to remove the printer/scanner from your PC's list of devices and add it again using the correct IP address.

6. Firewall and Antivirus Settings

• Ensure that your firewall or antivirus software is not blocking the scanner's communication.
• Add exceptions or allow the scanner software through your firewall.

7. Restart Network Devices

• Restart your router, printer, and PC to refresh network connections.
• Sometimes, restarting all network devices can resolve communication issues.

Steps to Check and Set Printer IP Address on Windows:

Open Devices and Printers

• Go to Control Panel > Devices and Printers.
• Find your printer, right-click on it, and select Printer Properties.

Check Ports

• Go to the Ports tab.
• Make sure the port selected matches the printer’s IP address. If it doesn’t, click Add Port…, select Standard TCP/IP Port, and follow the wizard to add the correct IP address.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Ambra_78]

Ciao Rachele!
L'indirizzo IP del PC è 192.168.1.8 e l'indirizzo IP della stampante/scanner è 192.168.1.15.
A questo punto è necessario modificare l'IP della stampante in 192.168.1.8?

Grazie in anticipo

[Sneha_01]

Hi @Ambra_78 

Thank you for visiting our English HP Support Forum. We are only able to reply to posts written in English. To insure a quick response it would be advisable to post your question in English. 

Take care and have a great day ahead!

Rachel571

HP Support

[Ambra_78]

Hi Rachele! I apologize for the inconvenience. 

 The IP address of the PC is 192.168.1.8 and the IP address of the printer/scanner is 192.168.1.15.

 At this point is it necessary to change the printer IP to 192.168.1.8?

 Thanks in advance

[Sneha_01]

Hi @Ambra_78 

I'm sending out a private message to assist you with the next course of action. 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.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support