scanner not working

[JuneSH]

Our scanner is not working, although we can print.

[Gaya1239 · Accepted solution]

Hi @JuneSH,

Welcome to The HP Support Community.  

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

I understand your HP ENVY Photo 7855 printer's scanner is not working while printing functions fine, there are several troubleshooting steps you can follow to try and resolve the issue:

• Restart the Printer: Sometimes, a simple restart can resolve temporary issues. Turn off the printer, wait for a few seconds, and then turn it back on.
• Check Connections: Ensure that the printer is properly connected to your computer or network, depending on how you are using it. If it's connected via USB, check the cable and reconnect it securely. If it's on a network, ensure the network connection is stable.
• Update Drivers: Outdated or corrupted printer drivers can cause scanning problems. Visit the HP support website, enter your printer model (HP ENVY Photo 7855), and download the latest drivers and software for your operating system.
• Check Scanner Settings: Verify the scanner settings on the printer’s control panel or through the HP software on your computer. Make sure that the scanner is enabled and configured correctly.
• Restart Your Computer: Sometimes, restarting your computer can help reset communication between the computer and the printer.
• Check for Error Messages: Look for any error messages on the printer’s display panel or on your computer screen when you attempt to scan. Error messages can provide clues to what might be wrong.
• Run HP Print and Scan Doctor: HP provides a diagnostic tool called HP Print and Scan Doctor that can automatically diagnose and resolve printing and scanning problems. Download and run this tool to see if it can detect and fix the issue. HP Print and Scan Doctor
• Check Scanner Hardware: Ensure that there are no physical obstructions preventing the scanner from operating correctly. Check for any paper jams or foreign objects inside the scanner area.
• Reset the Printer: As a last resort, you can try resetting the printer to its factory defaults. This should be done carefully as it will erase any custom settings you have configured.

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. 

[JuneSH]

Thank you so much. I updated the drivers and voila! It solved the problem.

[Gaya1239]

HI @JuneSH,

That's great! I am happy to hear that the issue has been resolved. If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!

Gaya1239 

HP Support