scanner stuck on "preparing to scan"

[lynnbunt]

I've used my scanner for a couple years printing, copying and scanning photos and documents plenty of times. Last week it stopped scanning and i've been searching through here but none of the suggestions have helped me.

It's connected wirelessly and shows that it is connected to my wifi. i have Manage Scan to Computer turned on. From both the computer and the printer, when i try to scan a document to save to my computer it actually starts the scan and makes the sweeping sound. My PC says "preparing to scan" and the printer says "now scanning..." and shows the blue cirle. But once that initial sound nothing happens and i can't even cancel it. I have to shut it down to stop it. 

I've tried unplugging it, shutting down my computer, waiting then plugging everything back in but that hasn't worked either. It just worked fine one day and then this. 

any suggestions would be greatly appreciated

[greenturtle · Accepted solution]

Hi,

Thanks for using the HP Forums.

First, let's determine if the scanner is defective.

1. Can you power cycle the printer (power off, plug it directly into a wall socket, (not through extension), then power on with the SCANNER LID CLOSED)  The scanner lid needs to be closed to allow initialization during power up.

2. Place a document (any document with text or graphics) on the scan glass

3.Do a color copy.

Is the printer able to do a copy?

If it is able to,  please download and run the HP Print and Scan Doctor (PSDR) tool to diagnose and fix your scanning problem.

https://support.hp.com/in-en/help/printscandoctor

If that doesn't resolve your issue, we'd suggest that you uninstall and reinstall the FULL feature software.

Hope that helps.

[Chris501]

Scan Doctor worked! Thanks

[cambo1]

And for Apple users? What is our solution to this bug?