11-11-2019 10:49 AM - edited 11-11-2019 10:49 AM
Pretty new printer. I have used the scanner once. Today the Scan function simply does nothing. Ran the HP Print & Scan Doctor but it keeps telling me that it cannot communicate with my properly connected and working printer. Other than removing and re-installing the printer, what can I do to fix this?
11-14-2019 02:49 AM
Welcome to the HP Support Community. I'd be happy to assist you with the scanning issue.
Download and install HP Print and Scan Doctor, it is a Windows tool to fix printer issues.
If the issue still persists, try re-installing the printer driver -
1. In the search box, type and open "Uninstall a Program".
2. Look for HP Printer software.
3. Right-click to uninstall.
4. In the search box, type and open “Devices and printers”.
5. In the Devices and Printers, look for your HP printer. If you see it listed right-click on it and choose “Delete” or “Remove Device”.
6. Open 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 Once the software and drivers are removed.
13. Restart the computer.
14. Download and install the software and drivers from here.
15. Click on the downloaded file and follow the on-screen instructions.
If the issue still persists, check Windows Image Acquisition settings -
1. In Windows, search for and open View local services.
2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).
3. Look at the Status and Startup Type values.
If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly.
If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.
If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.
Hope this helps! Keep me posted.
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I am an HP Employee
11-17-2019 10:36 AM
It did not require such a drastic solution as un-installing, etc.. After many tries, I finally was able to restore the correct drivers and get the scanner working. But I have no idea how or why it stopped working to begin with! It should never have happened.