HP Envy 5530 no longer scans - no problem printing

[kaja2]

Hello,

My parents own an HP Envy 5530 printer that no longer scans and is out of warranty. I don't live in the same city so I've already had them do several checks :

- it prints quite normally

- the scanner (neon) moves normally

- it works in bluetooth and their computer is under windows 7

Everything works normally as for years, documents sent via the computer print normally, only the scanned pages come out blank.

I don't quite see where it comes from. Could it be that a windows 7 update did this but if I remember correctly there are no more security updates offered for windows 7 today? And in this case, the printer would not work either? And if it's a newer driver that needs to be installed, why would the printer work? As for windows 10, I don't want to install them because they are old and it will be difficult if I change their habits. They manage on computer but nothing more.

Thank you in advance for your help, if you have a lead so that I can troubleshoot them remotely.

[Betty0610]

@kaja2

Welcome to the HP Support Community.

I'd be happy to help.

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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.)  Open up the run command with the "Windows key + R" key combo.

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!

Thanks!

Have a great day! 

[kaja2]

Hello Betty,

and thank you very much for all these details.

But now, we will be able to try this in a few weeks only, we'll do and I promise to give you the result.

Thank you.

[Betty0610]

Sure, do keep us posted 🙂

[kaja2]

Hello Betty,

EVERYTHING IS OK ! 

I uninstalled the pilot and replaced it by the new one following your method and  link and it works, printer and scanner again.

My parents are happy, thank you very much for your help from Paris.