02-18-2020 10:51 AM
The pop up message also says network connection has been lost. I have installed all the HP software and drivers, run troubleshooting which can't find a solution to the problem. Tried turning everything off and back on again, scanning then works for a couple of times, but then the message returns. Running Win10 with all system updates installed on a MacBook Pro via Parallels. Don't think I had this problem before the 1909 update of windowsa
02-20-2020 12:34 PM
I have gone through your Post and would like to help
Are you able to make photocopies?
I suggest you download and run the HP Print And scan Doctor from this Link: ftp://ftp.hp.com/pub/printers/hppsdr/patches/HPPSdr.exe
Run PSDR v5.0.2
Once the PSDR detects the Printer, it will show up the IP address and Software Status.
Select the correct Printer and click on Next.
PSDR will check if the Printer is on the Network and communication between the PC and the Printer. Once the connection check is done, click on Fix Printing
Once PSDR goes through all checks and automatic fixes, click on Print a test page.
Regardless if PSDR printed the test page or not, click on “NO PRINT”
PSDR will then notify you that there is an update available, click on continue, and PSDR will apply the patch and ask for a reboot.
Post restart the PSDR will run automatically to check for more issue. If no issue found close PSDR.
Keep me posted how it goes 😊
If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
I Am An HP Employee
02-20-2020 04:17 PM
Downloaded PSDR - but it was version 5.06 not 5.02 - Had to make the HP7500 my default printer on the network and eventually got a connection after selecting it in the installed printers window (picked up my other printers as well.) but there was no message to 'fix printing'
Then followed your suggestions to the letter, managed to do a test print but did not get a notice that there was an update available. I went through the whole process again but no other issues were found but when I requested a test print I got a message telling me that the computer was unable to communicate with the printer, then a further one with the pop up window about scanning to computer is not available and finally one telling me the printer was offline. I have a second computer on the same network (and another HP laser printer) so I forwarded a copy of your note from my lap top to the 2nd computer and requested a print on the HP7500 and it printed fine.
I do not have any problems printing from either computer to the laser printer. I am not great at technical matters but it seems to me that as the scanning failures between the 7500 and my Win 10 machine are intermittent and have only started up in the last 6 months must mean that there is a problem with the wireless connectivity between the two machines.
I do quite a bit of scanning and can usually manage one or two successfully before the pop up message appears and I have to go backwards and forwards in "HP Smart" to get the scanning facility back up again. It's very frustrating.
Is there anything else I can do?
02-21-2020 03:46 PM
Please uninstall the printer driver from root level and download the full feature again
1.) In Windows, search for and open Programs and features
2.) Select your HP Printer
3.) Select Uninstall
4.) In Windows, search for and open Devices and printers
5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’
6.) Open up the run command with the “Windows key + R” key combo.
7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)
8.) Click on the “Drivers” tab
9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom
10.) Select Ok
11.) Select Apply and Ok on the Print Server Properties windows
12.) Close Devices and Printers
13.) Restart the computer and download the Full Feature Software from Here and follow the onscreen Instructions
Keep me posted
I Am An HP Employee
02-22-2020 07:38 AM
OK - I am up to stage 13 on your list but there is no link to download the Full Feature Software. Can you send it again? At what stage do I install the printer again?
Also, just for anyone else running Windows 10 on a Mac via Parallels - there is no Windows key on the keyboard and the Command prompt is now called 'powershell'. I could not find "Programs and Features" either so skipped that part of your instructions.
02-22-2020 10:44 AM
My apologies, the link did not get copied to the Forum post
Here is the Link for the Full Feature Software https://support.hp.com/us-en/drivers/selfservice/hp-officejet-7500a-wide-format-e-all-in-one-printer...
I Am An HP Employee
02-25-2020 11:23 AM
Ok - software downloaded and installed but does not seem to make much difference as I am still getting the pop up message on a regular basis. I had previously downloaded the same suite as I thought I might be missing a driver. Just to recap my situation:
I am running Windows 10 on a MacBook Pro via Paralells 15. The Office Jet 7500 is on a wireless network with two other printers only one of which has a scanning facility and I have no problems printing or copying on the 7500 from the MacBook or my other computer which is an iMac. I have a practically new Router (within the last 6 months) and the signal quality to the printer is strength 5.
I am really at a loss as to how to resolve this problem which is beginning to get annoying as well as frustrating - but I am beginning to think there could be something wrong with the wireless connection between the printer and the network which is causing the dropouts on a regular basis
02-26-2020 05:29 PM
Try assigning a Manual IP Address and ensure the printer has the latest firmware
1) Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
2) Type the IP address on your web browser to obtain the printer EWS page on your computer.
3) Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.
4) Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)
5) Click Manual IP
6) If you see a Suggest a Manual IP Address button, click Manual IP address, and the Manual IP addresses are automatically filled out for you.
7) If your page does not have a button to suggest a manual IP address, type the IP address, subnet mask, and default gateway using the numbers shown in the report you printed.
You can refer to this Link: https://support.hp.com/in-en/document/c02919168 for Firmware update
If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on the Public Post and it will also help other community members with similar issue.
I Am An HP Employee