scanner won't scan from flatbed or computer

[Joan7475]

Scanner does not scan; effort to scan from computer will not scen...says add a printer....then says printer not found

[Hawks_Eye]

Hi @Joan7475 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for sharing those details. Since scanning fails both from the flatbed and computer, and you're seeing “Add a printer” or “Printer not found,” this points to a communication breakdown between your device and the printer. 

Let’s walk through a few precise steps to restore scanning functionality.

Step-by-step recovery for HP scanner not scanning (Windows)

1. Use HP Diagnose & Fix Tool

This tool is designed to automatically detect and resolve scanning issues.

• Download and install from: Diagnose & Fix – HP App
• Open the HP App on your PC
• Click the wrench icon (bottom left)
• Select Diagnose & Fix
• Follow the on-screen instructions

This tool checks for missing drivers, connection issues, and scan service failures.

 

2. Remove and Re-add the Printer

If the system prompts “Add a printer,” it may not be properly registered.

• Go to Settings > Bluetooth & devices > Printers & scanners
• Select your printer > Remove
• Restart your PC
• Re-add the printer:
  • Open HP App
  • Click Add Printer
  • Follow prompts to reconnect via Wi-Fi or USB

If the printer is not detected, ensure it’s on the same Wi-Fi network and not in sleep mode.

 

3. Check Windows Services

The Windows Image Acquisition (WIA) service must be running for scanning.

• Press Windows + R, type services.msc, press Enter
• Scroll to Windows Image Acquisition (WIA)
• Right-click > Properties
• Set Startup type to Automatic
• Click Start if the service is stopped

 

4. Try Scanning from HP App

• Open the HP App
• Select your printer
• Click Scan > Scan Document or Photo
• Choose Flatbed as the source
• Try a test scan

If the scan option is greyed out or fails, it confirms a deeper communication issue.

For more detailed guidance, you can also refer to:

• Scanner Not Found or Connected – Windows

Let me know if you'd like to continue with firewall or driver-level checks next.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye