"scan to computer" from printer panel stopped working

[IS28]

Scan to computer from my HP 9013 stopped working. Also when trying the feeder it start scanning from glass. However, scan to a network file (on same computer) works fine. I was told it happened to WIN 10 users following last month update. Does it make sense? any solution?

[Dragon-Fur]

@IS28 

Welcome to the HP Community Forum.

Sure - Windows Updates can stomp on printer software - it's not all that common, but it does happen.

Have you tried uninstalling and reloading the printer software?

If not, do try that.

What?

Scan to Computer uses the printer software on the computer to identify the computer and save the scanned content to the destination.  If the (printer) software is not installed -- or, is installed but not functional -- the scan job fails.

Scan to Computer is dependent on the Task Manager process ScanToPCActivationApp.  The process must be both enabled and running.  

Reference  (on the computer)

Printer Assistant Desktop Shortcut > tab Scan > Manage Scan to Computer > Enable

Scan to Network Folder uses a Profile and setup (that is) configured at the printer -- the Profile does not depend on the printer software to find and store the results of the scan.

Reference

EWS_9025_Scan-to-Network-Folder_14-A

=========================

Printer - An "Everything" Restart

If you wish to try something that does not involve reloading the software,

Restart your devices, printer, and router.

Will that work?

Maybe -- it depends on the reason for the failure.

Restart Everything, including the router that controls your network.

• Shut down printer and computer(s) to a full OFF condition
• Shut off devices that might be adversely affected by a temporary network break
• Shut off the router
• Let all sit quietly for a minute to two minutes
• Restart the router - wait for the router to completely boot
• Switch on the Computer and log in
• Switch on other devices you might have turned off
• Switch on the Printer and wait for it to boot

=========================

Printer - Full Feature Software - Install

If you have not done so, consider

• HP Full Feature Software / Full Driver printer software - supports printing and scanning from the web, printing in in other software and programs (for example, Word), and provides access to the full range of Printing Preferences / Shortcuts.  The full driver adds at least two shortcuts to the Desktop:  Printer Assistant and HP Scan.  If the printer model includes built-in Fax hardware, the software supports the setup and use of the Fax driver.  No Sign-in required.

If the full driver printer software is (already) installed but not working,

• Uninstall any printer software from Control Panel > icon view > Programs and Features
• Restart the computer and sign in.

Next,

• Check (for the Printer) in Devices and Printers  > If found, Right-Click Printer and Remove -- If any changes are made, that is, you remove anything, Restart the computer and sign in.

Next,

• If using a printer USB cable between the printer and the computer, disconnect the cable before installing the printer software.

• Download and Save the Full Feature Software installation package or the Easy Start Software

Details Page - Driver - For your Printer

>>> Full Feature Software - Web Pack Installation Package - Information - Download  <<<

HP OfficeJet Pro 9010 EasyStart Printer Setup Software – Offline Use Only 

Installation

• Open File Explorer
• Navigate to the folder in which you saved the installation file  (likely Downloads)
• Right-Click on the installation package and “Run as Administrator”
• If using a printer USB cable between the printer and the computer, connect the cable when instructed (near the end of the installation).
• After the software is installed, Restart the computer and log in

Next,

Optional -- Supported for your printer

Next – HP Universal Scan Software - Model Dependent –

•  HP Universal Scan Full Feature Software adds OCR libraries to installed HP Scan software.  HPUS installs a new, full featured, (and separate) HP Scan software shortcut to the Desktop.
• Note:  HPUS can be installed as standalone or installed after the full feature printer software.
• After the software is installed, Restart the computer and sign in
• HP Universal Scan Software provides a larger GUI to make using the software easier on high-resolution screens.   New features have been added to the main menu to help with navigating the settings.

 HP printers - Scan as Editable Text (OCR) with HP Scan (Windows)

====================================

The installation of the full driver adds at least two shortcuts to the Desktop:  

Printer Assistant 

HP Scan

Example - Windows - Full Feature Software - Installed in Programs and Features

Programs_and_Features_Printer_Desktop_Icons_11

=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=

HP Printer Home Page - References and Resources

Learn about your Printer  - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), Supplies, and more

Open

HP OfficeJet Pro 9013 All-in-One Printer 

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People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[IS28]

Thanks Dragon-Fur for a detailed answer !.

I tried the reset/restart but no luck. The full software is currently installed on my computer.  However, I found that my computer is listed twice on the printer panel ("scan to computer") with a minor difference in spelling between the two names. Not sure why but i don't know how to erase one of them - ? 

I prefer not to roll back to a previous WIN 10 version as a possible solution as I assume the new version may have important updates.

As mentioned, scan done from my computer works OK using HP software, as well as, scan to email and scan to network done from printer panel. 

Another issue is that when i tried scan from printer using feeder it ignores my request and scan from glass - any reason why?

[Dragon-Fur]

@IS28 

You are welcome.

I do not advocate that you do anything (that) you don't want to do.

Your system, your decisions.

Two printer entries in Devices and Printers

Minor spelling differences can be significant or simply an indication of a different connection type.

Guessing what you are seeing is fairly useless.

===========================================

Scan to Email

Scan to Network

These tasks use Profiles and setups created either using EWS or possibly using the front panel of the printer.

Agreed that Email Scan and Network Scan options are different from Scan to Computer.

===========================================

The ADF question is possibly related to the printer software -- to some degree it makes sense that any particular part of Scan to Computer process does not work when the whole of Scan to Computer does not work.

Something to check:

From the Printer side, make sure the EWS Scan selections in Security > Administrator Settings are enabled.

Check / Enable the Scan settings that are available on your printer.

Open your favorite browser > type / enter Printer IP address into URL / Address bar

Tab Settings > Security > Administrator Settings

Example - EWS - Settings > Security > Administrator Settings > Scan options

EWS_9025_Webscan_Settings_Security_Administrator_Webscan_3

Next,

Suggestion

Try uninstalling and reinstalling the printer software as described in my first post.

Start in section:

Printer - Full Feature Software - Install

Go to:

If the full driver printer software is (already) installed but not working,

and continue...

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[IS28]

Thanks again.

i have enabled the webscan from EWS. The only unchecked setting left is control panel lock - should it also be enabled?

Any reason for glass scan when I ask for a feeder scan (software installation error)?

[Dragon-Fur]

@IS28 

You are welcome.

Update - Add Power Reset

The control panel lock is not related to anything you are asking.

Leave the control panel lock un-selected.

There are perhaps software reasons for the error when scanning using the controls on the printer and selecting the ADF to scan.  ?

Scanning from the printer control panel is not the same as scanning using the printer software or application on a computer or other device. 

Generally, the "Restart everything" and the complete uninstall > restart > install of the printer software would catch and resolve errors that involve the printer software.

======================

Power Reset

HP printer turns off unexpectedly or repeatedly

Step 2

Increase the "unplugged and off" time to three minutes.

After the wait time - with the printer still unplugged,

Press and hold the power button for thirty seconds to complete the power drain.

Plug the printer into the standard wall socket.

If the printer does not start, switch the printer on using the power button.

Let the printer completely reboot.

=====================

Webscan

If you have not done so, consider running a test using Webscan.

Webscan is run in your browser using EWS.

True - Webscan won't prove that scanning from the printer control panel will work -- the test might indicate whether the printer can control access and selection of the ADF using a "non-software" method.

How-to:

User Guide

Page 61

Preparation:  Webscan must be checked in the EWS > Settings > Security > Administrator settings list

Example - EWS - Webscan

Open your favorite browser > type / enter Printer IP address into URL / Address bar

Tab Scan > Webscan

EWS_9025_Webscan_4

=======================

Restore Factory Defaults

All things equal, setting the printer back to Factory Defaults might not be worth the work.

Why?  I don't know whether it will solve your problem, in other words.

Nonetheless, when other solutions fail, it is worth consideration.

Setting the printer back to factory defaults removes all the setups on the printer.

If the reason for the failure is within the onboard printer controls for "Scan to Computer", then continuing to search for a solution "on the printer" might make sense.

Consequences of the setting the printer back to Factory Defaults

You will, for example, have to re-enter all  Network, Fax, Tray and Paper, Scan to Network, and Scan to Email profile settings.

All other EWS settings would be rechecked and re-entered, as well.

Will it work?

No idea.

User Guide

Page 184

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -

To restore the printer to the original factory defaults
1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch ( Setup ).
2. Touch Printer Maintenance .
3. Touch Restore.
4. Touch Restore Factory Defaults.
A message appears stating that the factory defaults will be restored.
5. Touch Continue.

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People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[IS28]

OK, it seems working now although i get an error message while scanning from printer panel, but a scan is sent to my computer. I will try to reinstall the software sometimes in the future.

Can you define a pdf format for scans? On printer panel?