scanner will not communicate with PC.

[TL52]

Scanner error says won't communicate with PC when I open the Printer Assistant. Printer works fine. I can send individual scanned pages from the scanner for .jpg's, but no .pdf. I've restarted everything, run the "doctor" program and it just freezes up.

Any ideas greatly appreciated!

[TEJ1602 · Accepted solution]

@TL52, Welcome to HP Support Community!

I understand you have the scanner error on your PC when you open the HP Printer Assistant. This could be an issue with the installed drivers.

Firstly, Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware.

I recommend you delete the driver and root level and retry, follow the steps below: 

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”

😎 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.

Use this link to download and install the new driver. Configure the printer and try printing/scanning.

Alternatively, you can also use other methods to scan from the PC. Refer to the document HP Printers - How to Scan (Windows) for help.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping

[TL52]

Since time was against me waiting for a reply I decided to remove the whole program and do the update. That worked, and I was able to scan as before. Interestingly, this affected both my laptop and desktop at the same time. Both are updated and both work.

Thank you.

[TEJ1602]

@TL52

That's great! Happy to hear that.

Let me know if you need any further assistance.

[moggie66]

i have used the tool setup nd it says all is OK - the laptop and scanner are connected with a USB

[sandytechy20]

@moggie66

Welcome to HP support community.

Provide the printer model number or the product number?

Which operating system is installed on the computer to which this printer is connected?

Reply with the requested information for more assistance.

Cheers.