HP Officejet Pro 9015(9010) stopped communicating

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I have been using the above HP all in one printer with no problem connected to my Windows desktop via USB Cable for over 3 years. Not sure if related but this morning we had a very quick electrical outage due to a passing storm, maybe 2 seconds or so.

Later I needed to make a Scan pdf document so went to the HP Officejet printer assistant app on the computer and selected Scan a Document – the Scan opened and showed that the HP Officejet was not found.  So scan software wont open.

Trying to send a Fax from the computer to the printer says there is a problem communicating with the printer, check your usb connection and verify printer is ready.

Also cannot communicate with printer ink levels or printer diagnosis screens.

I can still send print jobs from the computer via usb to the printer and printer will still fax and print as a stand alone unit.

I tried my other computer usb ports with same result and other usb sticks and drives work when inserted into the computer usb ports so that seems OK.

Anyone with ideas on why computer cant communicate with some features of my printer?

Windows 11 Pro v24H2 and Windows 10 Pro x64 v22H2

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Don’t know if this will help, but start with this:
Disconnect the USB cable.
Turn off the printer.
Unplug the power from the printer and wait a minute.
Plug in the printer, wait till it boots up to the Menu screen.
Plug the USB cable back in and try again.

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IT Manager Geek

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run winver.exe to determine your Win10 21H2 build, Tex265

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Man, I have had 4 or 5 calls with the same thing the last couple months but without the power issue. I’d do what @PKCano advises 1st. May even reboot your machine too.

In the ones I had issues scanning, it seems to have been due to an update to the HP”Smart” app and possibly Windows update. I uninstalled all that and installed the basic drivers, then set them up with the MS Scan app.

The new “smart” app requires you to create an hp account to scan!!!

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cyberSAR wrote:

I have had 4 or 5 calls with the same thing the last couple months

Interesting, as stated I’m not sure the power blip had anything to do with this as I only Scan every once in a while.

When I installed the HP printer, at the end somehow HP Smart got installed, but I never opened it or allow any install although when printing a photo, a printing option pops up now and then. In Settings, Apps and Features, HP Smart shows 7/13/2022. Advanced options allow for Repair, Reset, or Uninstall. I”m rather certain that I may have successfully Scanned since 7/13 if that is the update date.

I probably need more than  a basic driver.  What is the MS Scan app?  Can it override HP stuff?

Any advice on troubleshooting this issue?

I’ll try the remove cable and restart routine again, but not any luck the first time I tried it.

Windows 11 Pro v24H2 and Windows 10 Pro x64 v22H2

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Not sure as the HP’s really give me ulcers but it may be this
https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-officejet-pro-9010-all-in-one-printer-series/23903057/model/24208582/swItemId/bi-288404-2

Usually it will say for IT use only but I don’t see that on any of the downloads for your model. You might try a revo-type uninstall and a custom install of the offline driver if you can’t get it working – after a drive image to revert back to if needed.

This is the windows scan app we have been using
https://apps.microsoft.com/store/detail/windows-scan/9WZDNCRFJ3PV

Wish I could be of more help but I’ve sworn off HP after the old and great Laser 1200 model

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also try installing the KB5016616 [build 19044.1889] update (since you did not follow my advice of checking the Win10 21H2 build on your computer, Tex265), reboot and test your HP Officejet Pro printer’s print, scan & fax functions thru any connected usb port. previous Win10 21h2 updates from KB5014666 to KB5015878 seemed to have caused certain usb printer problems and most of those problems have been fixed in the KB5016616 update

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Sorry, your response was unclear.  It just said to check the build with no further explanation on what to do next.  Current 19044.1826

I don’t install any interim updates and haven’t had any problems until last several weeks.  Only updates I can think of was a bunch of MS Office 2016 Retail (CtoR) updates back on 8/15.

Awaiting a definitive answer on the Sound KIR before installing KB5016616.

Also I dont have “printing” problems, I can print from the computer to the printer, it appears the other communication connections are gone (eg: can’t scan, fax, check printer cartridge levels, etc between the computer and printer. Printer by itself also  functions normally).

Windows 11 Pro v24H2 and Windows 10 Pro x64 v22H2

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I appears this may have something to do with the “HP Printer Assistant” software that controls this internal communication between printer and computer.

Does this help troubleshooting?

Windows 11 Pro v24H2 and Windows 10 Pro x64 v22H2

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@Tex265, take a look at the Scanning Issues thread.

Re-installing the “official” HP driver S/W fixed similar problems for both my Aunt (which had the exact same symptoms as you with her HP Envy 7640) and the thread originator Nancy Schwartz.

I’d suggest doing the same and see if that fixes your problem like it did for them.

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@alejr

Thanks for the info thread.  Note that I have not yet installed the August update, but the symptoms appear similar.  Questions:

Do I need to uninstall the existing HP Full features driver software package?  Or can just the driver part be replaced like you did? I thought you needed the Full feature package to obtain scanning etc?

Does the Control Panel uninstaller take everything out or is there a need for more thorough uninstalling?  I seem to recall HP installs being a bit complex.

Do I need to also uninstall the HP Smart software that originally also installed, and pops up now and then for various apps such as photo printing?

Windows 11 Pro v24H2 and Windows 10 Pro x64 v22H2

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Tex265 wrote:

I thought you needed the Full feature package to obtain scanning etc?

Since using just the driver package fixed my Aunt’s scanning problem, I don’t think that’s true (besides, the “full package“, includes a lot of extraneous HP stuff my Aunt never uses.)

Tex265 wrote:

Does the Control Panel uninstaller take everything out or is there a need for more thorough uninstalling?

Not sure about that, but there’s no real need to “uninstall” any of the HP stuff, the driver package simply updates the existing drivers!

Tex265 wrote:

I seem to recall HP installs being a bit complex.

Oh, you’re right about that!

I don’t remember the exact count, but I had to got thru a lot of different screen before the driver install was complete.

I also had to skip quite a few of the initial screens because the installer “assumed” I wanted to communicate with my HP device via WiFi even though it was connected to her PC using a USB cable.

Tex265 wrote:

Do I need to also uninstall the HP Smart software that originally also installed, and pops up now and then for various apps such as photo printing?

That’s completely up to you, it won’t interfere with installing the driver package but…

While I was fixing her problem, it keep popping up what both I and my Aunt considered “ads” on the lower right side of her screen and she asked me how she could get rid of them?

She’d never realized they were always about HP products/services so, when we got her all-in-one working again, I removed it.

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