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Can print but not scan

HP Recommended
Example: Envy6255
Microsoft Windows 10 (64-bit)

When I go to HP Smart it tells me that the printer status is unknown. Nevertheless I can print a test page from HP Smart. But when I try to scan using HP Smart it tells me that the printer is offline.  Obviously the printer is not offline, because HP Smart can print a test page.

 

I have tried the diagnose choices within HP Smart. All that happens is that the problem recurs.

 

I tried scanning with HP Scan and Capture. It says there is a general failure, but gives me no more information.

 

I had the same issue a few months ago, and I was able to scan from a different app. Then the issue resolved itself. So I declared victory and went on with life. Now the issue has recurred, and the hack does not work.

 

Any suggestions would be most appreciated.   

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I tried something else. Using PhotoShop Elements I tried to scan. It did find the scanner, and gave me an error code 0x89E60250.  As nearly as I can figure out from the HP web site, this error code means that I am in deep doodoo.

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@AndrewCSkibo

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

  • With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
  • Remove USB cable, if present.
  • Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
  • Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
  • Turn on the printer and wait till warm-up period finishes and the printer is idle.

Next Download and run HP Print and Scan Doctor: Follow steps from the link: Click here

Root level uninstall and reinstall printer drivers:

  • Go to Control panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.
  • Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
  • Then press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" and press enter.
  • Under print server properties, go to drivers - remove any entry there as well.
  • Again, go to run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

To reinstall, click here.

  • If the issue continues, uninstall and reinstall printer Basic drivers from the link: Click here
  • If the issue still continues, install using the Windows Built-in Print DriverClick here

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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I had the same issue. I tried that but it still does not work.

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@ElaineBee

Thank you for posting back. 

Keep me posted for further assistance.

ECHO_LAKE
I am an HP Employee

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I ried all of that, but the scanner will still not work.  There are no error messages, but when I hit scan from the app,, it says canning currently unavailable.  Printing works fine.  Help!!!

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I did most of what was suggested, and it worked. 

 

Specifically, I uninstalled the printer and deleted Scan Doctor from the programs. But I skipped some of the more exotic steps.  I then reinstalled the printer, as a new printer. Somewhere in the process the system wanted to install Scan Doctor, and I said OK.

 

I'm keeping my fingers crossed for the next time.  

 

Thanks for your help.

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This advice worked.  Thank you!!!  In my case, I have a HP OfficeJet Pro 9015 that would not scan (showed unavailable) from my HP Elitebook, but it would print wirelessly.  I followed the advice exactly as outlined and the problem is resolved.

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