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Message 1 of 3
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Scanner and fax inoperative

HP Recommended
Office Jet 5255
Microsoft Windows 10 (64-bit)

Scanner and fax inoperative. When I touch scanner it keeps taking me to the 123.hp. I have gone there on my laptop 6 times and my laptop tells me  the app is installed. Scanner still takes me to the 123.hp.. What is wrong please?

2 REPLIES 2
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Message 2 of 3
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HP Recommended

Hello @Lester615 ,
Welcome to the HP Support Community!

 

First download only this complete package: "HP OfficeJet 5200 All-in-One Print and Scan Driver and Accessories ", File name: OJ5200_Full_WebPack_44.4.2678.exe (146.5 MB)

 

The HP printer software must be completely uninstalled and removed of the system.

Then proceed as follows:

Check the system for

  • TuneUp`s
  • Optimization Tools
  • Cleanup Tools

disable them, better uninstall them. Next...

 

  1. Disconnect printer/scanner from computer- Disable WLAN and/or remove the USB or LAN cable.- Do not switch off the printer >> unplug the power cord from the socket!
  2. uninstall all HP software > via "Programs and Features" and
    read here: Uninstalling the Printer Software (Windows) , you should also watch the video
  3. Restart the PC
  4. Change File-Explorer-Settings:View > Options > "Change folder and search options" > Tab "View"
    • enable > Show hidden files, folders and drives
    • uncheck > Hide protected operating system files (Recommended)
    OK
  5. search for "HP [printer name]"and delete all this folders
  6. Empty the TEMP folders
  7. A) C:\Users\[Your user account]\AppData\Local\Temp\
  8. B) C:\Windows\Temp\
  9. system files cannot be deleted!
  10. Reconnect the printer to the power supply and switch it on (if this does not happen automatically)
  11. Please note: WLAN has to be deactivated!
  12. Restart the PC
  13. Close all programs
  14. Open up the run command with the "Windows Key + R" key combo > in folder Downloads click on the EXE, see above.

Via USB, means wait until the installation asks to connect the printer/scanner. Document error messages, even better is a screenshot and upload here.

The network configuration or the type of connection can be changed later.

Note:

Change the File Explorer settings again -

  • enable > Don`t show hidden files, folders or drives
  • click button > Hide protected operating system files (Recommended)
    OK

Hope this helps! Keep me posted.
Andreas

If my post resolved your problem please mark this post as an "Accepted Solution".
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Message 3 of 3
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HP Recommended

@Lester615 
Hello,

To scan with your printer, please use the HP Scan application.
If the HP Scan application is not present in your computer, please install the printer with the HP OfficeJet 5200 series All-in-One Printer Software and Drivers.

Please check the Windows Image Acquisition (WIA) service to see if it is working properly by doing the following:

  1. On the keyboard, press the Windows flag and the R key simultaneously. The Run window opens.
  2. Type services.msc and OK. The Services (local) window opens.
  3. Double-click on Windows Image Acquisition, then click on the Connection tab.
  4. Check Local System Account and Allow the service to interact with the office.
  5. Click on the Dependencies tab and check that Remote Procedure Call (RPC) and Kernel Hardware Detection exist in the first window.
  6. Click on the General tab, and restart the service by clicking on Stop, then Start.
  7. Close the Services window.
  8. Try to scan with HP Scan.

 

If the Kernel hardware detection dependency does not exist, please add it as follows:

  1. Simultaneously press the Windows flag and the R key. The Run window opens.
  2. Type regedit, then OK. The registry editor opens.
  3. Expand HKEY_LOCAL_MACHINE, then SYSTEM, CurrentControlSet, Services and select StiSvc.
  4. In the right pane double click on Depend on service.
  5. You will find RpcSs, just add ShellHWDetection below then click on Enter and OK.
  6. Close the registry editor.
  7. Try to scan with HP Scan.

 

In case of need, please do not hesitate us in case of need.

Best regards,:Wink:



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