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Message 1 of 6
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Scanner

HP Recommended
Officejet pro 6835
Microsoft Windows 10 (32-bit)

I can scan a document and get a preview but when I try to save it, the scanner stops responding

5 REPLIES 5
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HP Support Agent
HP Support Agent
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Message 2 of 6
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Hi @Tom234,

Welcome to HP Forums, this is a great place to get support, find answers and tips.


Thank you for posting your query, I'll be more than glad to help you.

I understand that you are facing issues with your HP Officejet Pro 6835 e-All-in-One Printer wherein the scanner stops responding when you try to save the scanned image.

 

This issue could occur if the drivers are not installed properly.

 

Let's go through a few steps to uninstall and reinstall the drivers:

 

Step 1: Uninstall the Drivers:

 

Please follow the steps provided to uninstall the printer software in the link: Uninstalling the Printer Software (Windows)

 

Also, please follow the steps provided below to completely remove the printer software from printer properties.

Steps to remove printer driver files from Print Server Properties:

  1. Open the Print Server Properties dialog window by doing one of the following:
    • Click the Start menu and in the search field type 'printui /s /t2' (without the quotes), and then press Enter or click it in the search list.
    • Press WINDOWS-R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK.
    • From the Start menu or the Start screen:
    • Open Devices and Printers.
    • Select any printer and then click "Print server properties" at the top of the window.
    • Click on the Drivers tab.
  2. Select the printer driver you wish to uninstall.
  3. Click the Remove button.
  4. Select "Remove driver and driver package" and click OK.

Step 2: Download and install the Drivers from the link: Full Feature Software and Drivers

 

Let me know how this works.
 

You have a good day ahead.

Rainbow23
I am an HP Employee

If you found this post helpful, you can let others know and also show your appreciation by clicking the Accept as Solution button, Thumbs up" button!

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Message 3 of 6
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When I follow these steps I get this message

Tom

https://www.screencast.com/t/7IJnjoaV

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HP Support Agent
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Hi @Tom234,

Thank you for your reply, I'll be more than glad to help you.

 

I understand that you are unable to delete all the printer files from the computer.

 

I suggest that you ignore that step and install the full feature software.

 

Let me know if this works.

 

You have a good day ahead.

Rainbow23
I am an HP Employee

If you found this post helpful, you can let others know and also show your appreciation by clicking the Accept as Solution button, Thumbs up" button!

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II did the reinstall. the scanner was able to save the document. However, when I tried again I was again able to scan and preview the document but when I tried to save the document the program stopped responding.

Tom

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@Tom234

 

Hi,

 

as @Rainbow23 is out of the office today, I'm replying to you. 

 

May I know if you're trying to scan using an application of the computer or if you're scanning from the printer's front panel menu?

 

If it is a computer application then which one is it?

 

Meanwhile, please check if you can scan using the HP Scan and Capture application and if are able to save the scanned document successfully.

 

Keep me posted. All the best! 🙂

 

 

 

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