HP All-in-One won't scan all of a sudden

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Hi Loungers,

I’m not sure if you can help with a wireless printer issue, but I’ve exhausted everything I can do without success so hope you can!

I have a 2009 HP 6500 Wireless All-in-One printer, connected to a Windows 7, SP1 desktop and laptop via a Home network. Up until a while ago, it printed and scanned fine. Now, it prints, but won’t scan either via the HP Solution Center, Windows Fax and Scan or from its control panel.

Error Messages by Device

1. Solution Center: cannot run because your device installation is not complete.
2. Windows Fax and Scan: no scanner detected
3. Control panel: No scan option; refer to device manual to troubleshoot

I’ve searched via these error messages, looked at printer help on HP and Microsoft, tried various other places too numerous to mention, turned both PC and printer off and on, talked nicely to it and promised it new ink. I uninstalled and re-installed the total installation from the HP  site … all to no avail.

The unit must be connected correctly to the PC since it prints without issues.

Being out of ideas, I’m hoping someone here can direct me about what to do or provide a link that will tell me what else I can try to get this thing working.

This happened once before, a couple of years ago. At that time, I think re-installing from the HP site worked.

Any advice you can offer would be appreciated … and lower my stress level considerably!

Thanks,

Linda

 

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• Does the scanner works when independently when copying documents or doing other operations?
• Did you notice any error messages on the printer’s screen when try to use the scan to feature?
• There is the HP Print and Scan Doctor, please try that and report the results.

The newest drivers are version 14 dated September 2, 2014, if the Scan and Print Doctor does not work you may have to try reinstalling the drivers.

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[IreneLinda]

Hi and thanks for all your suggestions and help. I didn’t realize I could reply to each of you separately so this is in response to everyone up to MrJimPhelps.

I’ll answer in order (it makes my reply a bit lengthy – sorry):

anonymous:

• yes, it copies
• printer’s screen message: No scan option; refer to device manual to troubleshoot
• Scan doctor – had tried it but forgot to post results so here it is: The full software solution for your product is not installed on this computer  + a Get Installer link. Clicking that always returns a “timed out” error trying to connect to this URL: http://h20180.www2.hp.com/apps/Nav?h_pagetype=s-002&h_lang=en&h_cc=us&h_product=3795393&h_client=s-a-e021-2&h_page=hpcom
• do I install drivers from the HP site? I’ve never done this before.

Unforgiven: not sure how to uninstall drivers and I don’t have a USB cable for this device.

PKCano: hmm, you’re right – printer is connected only via wi-fi. Beginning to suspect this is a driver issue, but need a bit more guidance on how to uninstall and reinstall them!

PaulK:

• Does everything work correctly on USB/Ethernet? Can’t check this – no USB/Ethernet cables.
• Not sure if there has been software change, but guess I should explore driver issue before giving up on scanning??

MrJimPhelps:

• Interesting: I do let HP update whenever it offers.
• I have the original install CD but recall it not being a solution due to how old it is (2009). I did use it when this happened before; can’t quite remember what happened but do recall having to use download from HP site instead.

So I guess I first need to uninstall the printer again and also uninstall its drivers.

What is the correct way to do so?

Once that’s done, should I install just the drivers before the “whole” install package?

I really appreciate all your suggestions. Hope my answers suggest the next best steps!

Linda

 

• This reply was modified 5 years, 6 months ago by IreneLinda.

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The URL times out because the Print and Scan Doctor is trying to send your browser to an unsecured connection, change http to https.

Download the HP Officejet Full Feature Software and Driver 14.0.0 if you were used to using all of the included software, otherwise the HP Officejet Basic Print and Scan Driver 14.0.0 (184.9MB) package should be fit for purpose.

Make note of any preferred settings, you can do an uninstall from Programs and Features in the Control Panel.

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Anonymous: please see my reply to you below Unforgiven’s. I was going too fast and put it in the wrong place. Sorry!

Linda

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Linda:

Uninstall the HP driver and other software for your HP printer/scanner/copier, then reboot the computer. Now install a fresh copy from the install disk. This time, set it to never install HP updates.

If more than one computer is accessing the printer/scanner/copier, you should uninstall/reboot/install the HP software on those computers as well.

If it works today, I don’t need an update tomorrow, because tomorrow’s update might cause it not to work. “If it ain’t broke, don’t fix it” is a really good rule to follow when it comes to hardware updates.

Jim

Group "L" (Linux Mint)
with Windows 10 running in a remote session on my file server

1 user thanked author for this post.

rc primak

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Hi MrJimPhelps and anonymous,

I read the above note after I’d given the Basic download a try.

Great news: despite not having followed correct procedure, it worked. I downloaded the Basic package from the site linked to by Scan Doctor (with a ‘s’ added to http) and it installed perfectly! I’d forgotten to uninstall first and didn’t restart my PC as HP recommended yet all ended up as hoped. Yay!

The HP Solution Center on my desktop opened; I clicked ‘Scan’ and my dear little all-in-one scanned a document flawlessly!!

Not sure what I did wrong when I tried to install it before, but that hardly matters now.

Thank you all so much for your help and all your suggestions. Now I know what to do if this should happen again.

Appreciatively,

Linda

2 users thanked author for this post.

rc primak, MrJimPhelps

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Hello Linda, another anonymous. Anon #1929584 here. In the past we had so much trouble trying to help people with printer problems we began to throw our hands up. We found if one were to re-install the printer it would come back to life. People here had some very good ideas, but as you said re-installing the basic package or drivers did it and does the trick much of the time. Very happy you got it going again.

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rc primak

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Hi Anon #1929584 and thanks for your post. I can easily understand why Loungers would throw their hands up in the air trying to solve printer problems. Heck, I was ready to pitch the blasted machine through a window! But, as always for all these years, Loungers came through and helped me fix an issue I’d been stumbling with on my own. As I’ve said numerous times in the past, this place is my lifeline and thank heaven for all of its denizens!

Linda

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Linda, Anon #1929584 here. No No No. It is not the AskWoody Loungers that would throw their hands up, it was at work and those of us at that work doing tech support. There are so many good posters here I doubt people would give up unless the OP was rude and insulting and you are not. Again, very happy you got it resolved.

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Aha, thanks for the clarification. You’re right: Ask Woody Loungers do never give up … and thank goodness they don’t!

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rc primak

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If you think getting your scanner to work in Windows is hard, you should try getting it to work in Linux!

Group "L" (Linux Mint)
with Windows 10 running in a remote session on my file server

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rc primak

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Thank you MrPhelps. Your comment is one reason I always ask people to investigate the new OS (linux) that people say they are going to because they are mad at Microsoft. I know windows can be annoying, but trying to get something to run properly in linux can be a far worse chore.

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rc primak

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Meh, scanners can be nasty in anything. Largely because they’re not very well standardized…

Used to have a Samsung multifunction device that just wouldn’t scan right twice in a row on Windows. It got found automatically and worked right in Linux…

The printer side of that thing, well, was tricky to get the color management to work right in Linux.

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rc primak

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[rc primak]

My 2 cents worth before we get cut off for talking too much about Linux in this thread:

SANE for scanners, especially wireless scanners, makes the task of setting up scanners for Linux incredibly complex. Enough said, unless we want to break out into a new thread elsewhere in the Lounge.

In Windows 10, it’s almost always a problem where Microsoft has decided they know better than the OEMs which drivers to use, and Windows overrides OEM drivers for the printer or scanner. I routinely back up the Driver Store/File Repository to deal with this issue.

Some piece of hardware seems to get reassigned a new driver with every second or third CU. My solution is to run my OEM Driver Update Utility (Intel) and if necessary, pluck out the OEM drivers from the File Repository backup and reassert them through the Device Manager. Not a task for the tech-challenged!

-- rc primak

• This reply was modified 5 years, 6 months ago by rc primak.

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Microfix

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Cooee.  Uninstall the drivers, delete everything, then shut down the computer.  Get a new cable, they are cheaper now than way back then.  Restart the computer and install the latest drivers from the HP website.  Come back & tell us if that helped

have a good 1 cheers

2 users thanked author for this post.

rc primak, IreneLinda

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Thanks, anonymous. That http makes perfect sense and I sure never thought of it.

Re. which to install: I use scan, copy and print but not fax. Would you recommend I install the Full or Basic version?

Linda

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If you use other programs for scanning documents and are only interested in getting essential functionality back, the Basic package contains only the drivers for printing and scanning documents. For example, in the past I had used a printer’s basic driver package for this purpose because there was not any need for all of the extra software.

In the full featured package you may get software like the Solution Center, help and some utilities. You may have the option for a custom installation which you can decide which components are installed for use.

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rc primak

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If you reinstall/reinstall HP printer drivers, be sure your printer is NOT connected with a USB cable before the installation. If you connect a cable before the HP driver installation, the printer will pick you the generic Microsoft drivers that are already installed on the ecomputer.

Detach any cable, install the HP drivers and wait for the installation to request the connection. That way, you will use the HP drivers instead of the MS drivers.

This does not apply if the printer is only connected to the network/WiFI.

 

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rc primak, IreneLinda

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That advice is not just for HP peripherals. Pretty much all Multifunction Printer-Scanners (MFPs) are like this. Mine’s Epson, and actually I have had two of these. Both had the same issues and the same solutions, as detailed in this thread.

-- rc primak

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The printer appears to be a triple-connection capable device: wireless, ethernet, and USB.
The best way to diagnose connection problems is via the ‘simplest’ way supported.
Does everything work correctly on USB?
How about via ethernet? Yes, you’ll have to move the printer for these two testings. (And reconfigure from Wi-Fi to ethernet.)
If it fails via USB, then I would guess that the scan function is gebroke. Yes, it could be a driver problem, but unless there has been some (software) change since it last scanned correctly, there likely is a hardware problem.

2 users thanked author for this post.

rc primak, IreneLinda

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In this case it looks like it was drivers. But solid advice.

-- rc primak

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Linda, there might have been an HP update that caused your scanner to quit working.

Try to reinstall the software that came with the scanner. If that doesn’t work, then try the latest version of the software from the HP website; if that doesn’t work, try an older version of the software. Sometimes the newer versions have bugs in them.

Once you find a version that works, make sure that you tell it not to check for updates.

HP has a feature in their software that allows you to install a wireless device by using a USB cable – the USB cable is used only during the install process, and only so that the wireless connection can be correctly set up. After the install, you will remove the USB cable and use the scanner wirelessly. This is a very handy feature which is a lifesaver sometimes.

Group "L" (Linux Mint)
with Windows 10 running in a remote session on my file server

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IreneLinda

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P.S. Please see my reply to each of you in the reply to anonymous, above. My boo-boo.

Linda

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rc primak

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I’m not sure you need to shoulder all the blame. Microsoft may have had a hand in this as well. Glad all seems to be restored to functioning now.

-- rc primak

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Hi All! Just reading through this post as I have hit a similar issue. My old faithful HP C4385 still prints ok, but the shortcut no longer has any features or information in it so I cannot get it to scan. I tried the CD for drivers and it doesn’t support the current operating system, WIN 10. The HP doctor 5.3 cannot rectify the fault.

My guess is one of the minor updates has blocked it. Good old MS again.

Glenn the MS hater.

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Glenn, yes, I agree: the auto updates seem to break things once in a while. Of course, MS doesn’t get stuck with fixing things  … we do! I suspect that was what happened with another issue I had (Internet connections disappeared). It took over 2 days to get that functioning again.

Hope you got your printer up and running again. Mine is still  behaving, thank goodness!

Linda

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Most solutions online don’t work, especially for older LaserJet MFP printers like the m475dw. To Scan from desktop or from printer keypad Windows 10 fix: You have to: 1) Select – Windows Services (Control Panel/Administrative Tools/Services). 2) Select – Windows Image Acquisition (WIA). 3) Make sure it’s running and set to run Automatic. 4) Select – Properties; 5) Select – Logon tab and then Select – Local System Account and check: Allow service to interact with the desktop. 6) Select – login with your account and change from default to your main administrator’s profile and logon password.
This will allow you to scan FROM THE DESKTOP software over WIFI or USB. To then also scan from the printer keypad to a network folder you will have to turn on SMB v1. For steps, Google search: how to turn on windows 10 smbv1. However, you should also Google the resulting security issues with turning it on, Google search: security issues with smb v1.

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