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An 'An error occurred while communicating with scanning device' or a 'There is no computer connection' Message Displays When Scanning for HP Printers

This document is for HP multifunction printers released prior to 2010 that use Mac computers or HP Solution Center software on Windows computers.

When you try to scan from the control panel or from the computer, one of the following communication or connection errors displays, and then the scan fails.

  • 'An error occurred while communicating with scanning device'

  • 'There is no computer connection'

  • 'No connection'

  • 'Computer not listed'

  • 'No imaging device detected'

  • 'Scanner not found'

  • 'Unable to communicate with scanner'

Select your operating system for steps to resolve the issue.

Windows 8

Follow these steps for the Windows 8 operating system. If you need to scan immediately, you can use the scanning workarounds at the bottom of this section instead of troubleshooting.

NOTE: If you are not using the latest version of Windows 8, the information in this document might not match. You can get the latest version from the Microsoft Store.

Solution one: Restart the devices

Choose your connection type, and then follow the steps to restart all the necessary devices.

NOTE: Make sure that the printer connects directly to an electrical outlet and not through a surge protector or power strip.

USB

  1. Press the Power button to turn off the printer.

  2. Turn off the computer.

  3. Press the Power button to turn on the printer.

  4. Turn on the computer.

  5. Make sure that all devices are ready.

  6. Try the scan again.

Network

Follow these steps to restart the devices.

  1. Move the mouse cursor or touch and hold the top-right or bottom-right of the screen to activate the Charms Bar.

  2. Click Settings.

  3. Click Power.

  4. Hold the Shift key down, and then click or tap Shut down.

    NOTE: When you hold the Shift key down while clicking Shut down, it causes the computer to fully shut down, which clears network settings from the computer.
  5. Turn off any routers and network devices.

  6. Press the Power button to turn off the printer.

    NOTE: If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  7. Turn on any routers and any other network devices. Wait for them to completely turn back on.

  8. Turn on the computer.

  9. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.

  10. Try the scan again.

Solution two: Check for critical updates, patches, and firmware

Follow these steps to check for critical updates, patches, and firmware that might have been released to resolve the issue.

NOTE: If your printer is connected wirelessly, you must connect your printer with a USB or Ethernet cable to do some updates.

If you did not install the HP Update program when you first installed the printer, you might have missed notification of important updates to your software and firmware. Follow these steps to check your printer page for updates that you can download.

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. Type your printer model number.

    2. Click Go.

      You might need to select your printer model number from a list of similar printer models.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Click Firmware, Update, Patch, or Software, if these items are available.

  7. If there is a Critical option listed in each of the items, click it.

  8. Click Download, and then follow the on-screen instructions to complete the installation.

  9. Try to scan again.

Solution three: Select the correct printer in HP Solution Center

  1. Right-click the Start button () or the lower left corner of the screen, click Search, type HP Solution Center in the search box, and then click HP Solution Center in the results.

  2. Make sure that the correct printer tab is selected if you have more than one HP printer installed.

  3. Look for any duplicate instances of the printer, either on an additional tab at the top of the screen or an additional icon on the left side of the screen. A duplicate instance has the word Copy next to the printer name. For example, a duplicate tab might be called HP Officejet Pro K8600 Copy 1.

    If there are duplicates, click the instance with the highest number after the word Copy. For example, if the tabs HP Officejet Pro K8600 Copy 1 and HP Officejet Pro K8600 Copy 2 display in HP Solution Center, select HP Officejet Pro K8600 Copy 2.

  4. Try the scan again.

Solution four: Use a tool to resolve the issue automatically

Follow these steps to download, install, and run a tool to resolve scanning issues automatically.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution five: Check the device status in Device Manager

Follow these steps to check the device status in Windows Device Manager:

  1. Open Device Manager from the Windows Start screen. You can search and then select Device Manager from the program and files search.

    The Device Manager window appears.

  2. Click the arrow button to expand the following categories:

    • Imaging devices

    • Universal Serial Bus controllers

    • Other devices

  3. Check for any instances of the HP printer and of Unknown Device in the expanded categories. The printer might display in more than one category.

    Figure 1: Check for the HP printer and Unknown Devices in Device Manager

    Image: Check for the HP printer and Unknown Devices in Device Manager
  4. Update the driver:

    1. If the printer displays with a yellow exclamation mark next to it or if Unknown Device displays, right-click that device, and then click Update Driver.

      The Hardware Update Wizard window appears.

    2. Click No, not this time to decline checking online for the driver, and then click Next.

    3. Update the driver in Device Manager for each instance of the HP printer that displays with a yellow exclamation mark and for each instances of Unknown Device.

    4. Disconnect the USB cable from the printer.

    5. Insert the HP printer CD in the computer, select Install the software automatically, and then click Next.

    6. Follow the on-screen instructions to finish installing the driver. When prompted, connect the USB cable to the printer.

      • If these steps resolved the issue, you do not need to continue troubleshooting.

      • If the issue persists, continue to the next solution.

Solution six: Uninstall and reinstall the HP software

Follow the steps to uninstall and reinstall the HP software for your connection type.

USB

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software

  1. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to a network, leave it connected.

  2. Press the Power button to turn on the printer.

  3. Right-click the Start button () or the lower left corner of the screen, and then click Programs and Features.

  4. Right-click your HP printer's name, and then click Uninstall.

  5. Follow the on-screen instructions to uninstall the software.

  6. Repeat these steps for each occurrence of your printer's name until none remain in the list.

  • What if an error message displays during the uninstall?

    If an error message displays while you are uninstalling the software, follow these steps.

    1. Click OK to close the error message.

    2. Right-click the Start button () in the lower left corner of the screen, click Search, and then type administrative tools.

    3. Click Administrative Tools in the results.

    4. Double-click Print Management, and then double-click All Drivers.

    5. Find every instance of the printer you are trying to uninstall, right-click the name, and then click Delete.

    6. Close the Print Management window, return to Programs and Features, and then continue uninstalling the remaining printer software.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

  1. Right-click the Start button () in the lower left corner of the screen, click Search, and then type Disk Cleanup.

  2. Click Free up disk space by deleting unnecessary files.

  3. Select the drive containing the operating system and click OK.

  4. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

  5. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deletes temporary Internet files

    • Deletes downloaded program files

    • Empties the Recycle Bin

    • Deletes files from the Temporary folder

    • Deletes files created by other Windows tools

    • Removes optional Windows components that are not used

  6. After you select the components that you want to remove, click OK.

Step three: Turn off programs that run in the background

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.

  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.

    If the User Account Control window opens with the message Windows needs your permission to continue, click Continue to close the window.

  2. In the System Configuration window, click the option button beside Selective Startup, and then click the box next to Load startup items to remove the checkmark.

  3. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.

  4. Click Apply, and then click OK.

  5. When prompted to restart the computer, click Restart.

  6. When the computer turns on, a System Configuration Utility message displays on the computer. Select the Do not show this message again check box, and then click OK.

Step four: Reset the printer

  1. Press the Power button () to turn on the product.

  2. With the product turned on, disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

  5. Plug the power cord back into the wall outlet.

  6. Reconnect the power cord to the rear of the product.

  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Reinstall the HP software

Follow these steps to reinstall the HP software.

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 2: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step six: Re-enable background programs

Follow these steps to re-enable background programs.

  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.

    If the User Account Control window opens with the message Windows needs your permission to continue, click Continue to close the window.

  2. In the System Configuration window, click the option button beside Normal Startup.

  3. Click Apply, and then click OK.

  4. When prompted to restart the computer, click Restart.

Step seven: Try the scan again

Try the scan again.

Network

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software

NOTE: Do not disconnect the printer from the network to uninstall the software.
  1. Right-click the Start button () in the lower left corner of the screen, and then click Programs and Features.

  2. Right-click your HP printer's name, and then click Uninstall.

  3. Follow the on-screen instructions to uninstall the software.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

  1. Right-click the Start button () in the lower left corner of the screen, click Search, and then type Disk Cleanup.

  2. Click Free up disk space by deleting unnecessary files.

  3. Select the drive containing the operating system and click OK.

  4. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.

  5. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deletes temporary Internet files

    • Deletes downloaded program files

    • Empties the Recycle Bin

    • Deletes files from the Temporary folder

    • Deletes files created by other Windows tools

    • Removes optional Windows components that are not used

  6. After you select the components that you want to remove, click OK.

Step three: Turn off programs that run in the background

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.

  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.

    If the User Account Control window opens with the message Windows needs your permission to continue, click Continue to close the window.

  2. In the System Configuration window, click the option button beside Selective Startup, and then click the box next to Load startup items to remove the checkmark.

  3. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.

  4. Click Apply, and then click OK.

  5. When prompted to restart the computer, click Restart.

  6. When the computer turns on, a System Configuration Utility message displays on the computer. Select the Do not show this message again check box, and then click OK.

Step four: Reset the printer

  1. Press the Power button () to turn on the product.

  2. With the product turned on, disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

  5. Plug the power cord back into the wall outlet.

  6. Reconnect the power cord to the rear of the product.

  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Configure the firewall

Certain firewall settings can allow you to print over a network, but not scan. For the printer to work correctly, you must unblock all HP programs in your firewall software and allow them to access the Internet.

The following solution includes instructions to "click" an element on the screen to perform the task. In Windows 8, users with touchscreens can also tap those elements to perform the task.

  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.

    • If available, select the Medium security setting when connected to your network.

    • If available, select the Trusted zone setting when connected to your network.

    • Restore any custom firewall settings to their default settings.

    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.

    • Do not run more than one firewall at a time.

    • Use a manual IP address to improve the connection between the computer and your printer.

    If you are still experiencing connection issues, continue to the next step.

  2. Find the notification area in the lower right corner of your computer, near the clock.

    Figure 3: Examples of the notification area on the computer

    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

    NOTE: The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.

    If those options are not available, open the firewall, and then click the option to restart it.

  4. Find your firewall in the following table, and then click the link for the steps to configure the firewall.

  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

Step six: Reinstall the HP software

Follow these steps to reinstall the HP software.

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 4: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step seven: Re-enable background programs

Follow these steps to re-enable background programs.

  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.

    If the User Account Control window opens with the message Windows needs your permission to continue, click Continue to close the window.

  2. In the System Configuration window, click the option button beside Normal Startup.

  3. Click Apply, and then click OK.

  4. When prompted to restart the computer, click Restart.

Step eight: Try the scan again

Try the scan again.

Solution seven: Contact HP

If you have completed all the troubleshooting steps in this document, contact HP for further assistance. You might need to troubleshoot the Windows registry and printer hardware.

Click Contact HP on this page for more support options.

Scanning workarounds

Use these workarounds to scan if the solutions did not resolve the issue. Some workarounds might be unavailable depending on the printer and your connection type. For instance, if the printer connects to the computer over a network you might only be able to scan using the Embedded Web Server (EWS). Try one of the other workarounds if the first method you tried did not work.

Scanning with Paint

To scan using Paint in Windows 8, follow these steps.

NOTE: Before you begin, make sure that the printer is connected to your computer.
Video of scanning with Paint

The following video demonstrates how to scan in Windows 8 with Paint.

If you have trouble viewing the video or to view the video in a different size, watch online to learn how to scan in Windows 8 with Paint Non-HP site .

  1. Place the item that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF) if your printer has one.

  2. Right-click the Start button () in the lower left corner of the screen, click Search, and then type Paint.

  3. Click Paint in the results.

  4. Click File, and then click From scanner or camera.

  5. Select your printer, click OK, and then click Scan.

Scan settings available with Windows drivers

The following scan options and file types are available when you scan with drivers in Windows.

Scan Options
Picture: Color, Grayscale, Black and white
Text: Color, Grayscale, Black and white
Custom Settings
  • Contrast or Brightness adjustment

  • Resolution (75 - 4800 dpi, within the limits of the scanner model)

  • Picture type (Color, Grayscale, Black and White)

Supported file types
.bmp - Bitmap Image File
.jpg - JPG Image File
.tif - Tagged Image File
.png - Portable Network Graphics File

Scanning with Windows Fax and Scan

To scan using Windows Fax and Scan in Windows 8, follow these steps.

NOTE: Before you begin, make sure that the printer is connected to your computer.
Video of scanning with Windows Fax and Scan

The following video demonstrates how to scan in Windows 8 with Windows Fax and Scan.

If you have trouble viewing the video or to view the video in a different size, watch online to learn how to scan in Windows 8 with Windows Fax and Scan Non-HP site .

  1. Place the item that you want to scan on the scanner glass, or load it into the automatic document feeder (ADF) if your printer has one.

  2. Right-click the Start button () in the lower left corner of the screen, click Search, and then type Fax and Scan.

  3. Click Windows Fax and Scan in the results.

  4. Click New Scan, and then click Scan.

Scan settings available with Windows drivers

The following scan options and file types are available when you scan with drivers in Windows.

Scan Options
Picture: Color, Grayscale, Black and white
Text: Color, Grayscale, Black and white
Custom Settings
  • Contrast or Brightness adjustment

  • Resolution (75 - 4800 dpi, within the limits of the scanner model)

  • Picture type (Color, Grayscale, Black and White)

Supported file types
.bmp - Bitmap Image File
.jpg - JPG Image File
.tif - Tagged Image File
.png - Portable Network Graphics File

Scanning with Webscan (Network connections only)

Follow these steps to scan a document using the Webscan feature in the the printer's Embedded Web Server (EWS).

NOTE: The printer must be connected to a wired (Ethernet) or wireless network to access the EWS. You cannot access the EWS with a USB connection.
Video of scanning with Webscan

The following video demonstrates how to scan over a network in Windows 8 using the printer's Embedded Web Server (EWS).

If you have trouble viewing the video or to view the video in a different size, view the video on YouTube Non-HP site .

Step one: Get the printer IP address

In order to access the EWS, you need the IP address assigned to your printer on your network. You can find the IP address in multiple ways, though options vary by printer.

  • Press the Wireless button on the printer control panel to view the network settings.

  • Access the Network menu on the printer control panel.

  • Print a network configuration page or wireless network test page.

For more details on these options or for instructions on finding your printer's IP address, click here to go to the support page for your printer and search for steps to print a network configuration page or to access network information on the control panel.

  • Prompted to enter your printer name/number in the search box?

    If you are prompted for additional information, use the following steps to access your printer support page.

    1. Type your printer's name and number in the search box, and then click Search.

    2. If necessary, select your model in a list of similar printers.

Step two: Access the EWS

  1. From the Desktop, open an Internet browser such as Internet Explorer.

  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.

    Figure 5: Example IP address in the browser address bar

    Image: Example IP address in browser address bar
    NOTE: Make sure that pop-up windows are not blocked in the browser. If pop-up windows are blocked, a message under the address line explains how to allow pop-up windows. If you try to scan with pop-up windows blocked, the scan fails.

    The EWS\Printer information page opens.

    • I got a security certificate error. What do I do?

      If a 'There is a problem with this website's security certificate' message displays in the Web browser when you try to open the EWS, or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the printer's EWS. If you encounter this error outside of your HP printer's EWS, your computer could be at risk.

      If the Web browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

  3. Continue to the next step.

Step three: Scan with Webscan

  1. Browse to the Scan tab of the EWS.

    NOTE: Webscan might need to be enabled before you try to scan. Click the Settings tab and locate Webscan under administrative tools to enable the function.
  2. Specify the document type, color preference, paper size, resolution, quality, and brightness.

  3. Click Start Scan.

Windows 7

Follow these steps for the Windows 7 operating system. If you need to scan immediately, you can use the scanning workarounds at the bottom of this section instead of troubleshooting.

Solution one: Restart the devices

Choose your connection type, and then follow the steps to restart all the necessary devices.

NOTE: Make sure that the printer connects directly to an electrical outlet and not through a surge protector or power strip.

USB

  1. Press the Power button to turn off the printer.

  2. Turn off the computer.

  3. Press the Power button to turn on the printer.

  4. Turn on the computer.

  5. Make sure that all devices are ready.

  6. Try scanning again.

Network

Follow these steps to reset the devices.

  1. Press the Power button to turn off the printer.

  2. Shut the computer down, and then turn the router, switch, or access point off.

    NOTE: Depending on whether you are using a wired or wireless network, you might be using different networking devices to connect your printer to the network.
  3. Turn the devices on again in the following order:

    1. Networking device (the router, switch, or access point)

    2. Printer

    3. Computer

  4. Make sure that all devices are ready.

  5. Try scanning again.

Solution two: Check for critical updates, patches, and firmware

Follow these steps to check for critical updates, patches, and new firmware releases on the HP website.

NOTE: If your printer is connected wirelessly, you must connect your printer with a USB or Ethernet cable to do some updates.

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.

  1. Turn on the printer.

  2. Go to HP Drivers & Downloads .

  3. If the Welcome to HP Support page opens, follow these steps:

    1. Type your printer model number.

    2. Click Go.

      You might need to select your printer model number from a list of similar printer models.

  4. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.

  7. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.

  9. Try to scan again.

Solution three: Select the correct printer in HP Solution Center

  1. On the Windows taskbar, click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.

  2. Make sure that the correct product tab is selected, if you have more than one HP product.

  3. Look for any duplicate instances of the product, either on an additional tab at the top of the screen, or an additional icon on the left side of the screen. A duplicate instance has the word Copy next to the product name. For example, a duplicate tab might be called HP Officejet Pro K8600 Copy 1.

    If there are duplicates, click the instance with the highest number after the word Copy. For example, if the tabs HP Officejet Pro K8600 Copy 1 and HP Officejet Pro K8600 Copy 2 appear in Solution Center, select HP Officejet Pro K8600 Copy 2.

  4. Try the scan again.

Solution four: Use a tool to resolve the issue automatically

Follow these steps to download, install, and run a tool to resolve scanning issues automatically.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution five: Check the device status in Device Manager

Follow these steps to check the device status in Windows Device Manager:

  1. Click Start () and then enter devmgmt.msc in the Start Search field.

    The Device Manager window appears.

  2. Click the arrow button to expand the following categories:

    • Imaging devices

    • Universal Serial Bus controllers

    • Other devices

  3. Check for any instances of your HP printer and of Unknown Device in the expanded categories. The printer might display in more than one category.

    Figure 6: Check for the HP printer and Unknown Devices in Device Manager

    Image: Check for the HP printer and Unknown Devices in Device Manager
  4. Update the driver:

    1. If the printer displays with a yellow exclamation mark next to it or if Unknown Device displays, right-click that device, and then click Update Driver.

      The Hardware Update Wizard window appears.

    2. Click No, not this time to decline checking online for the driver, and then click Next.

    3. Update the driver in Device Manager for each instance of the HP printer that displays with a yellow exclamation mark and for each Unknown Device.

    4. Disconnect the USB cable from the printer.

    5. Insert the HP printer CD in the computer, select Install the software automatically, and then click Next.

    6. Follow the on-screen instructions to finish installing the driver. When prompted, connect the USB cable to the printer.

      • If these steps resolved the issue, you do not need to continue troubleshooting.

      • If the issue persists, continue to the next solution.

Solution six: Uninstall and reinstall the HP software

Follow the steps to uninstall and reinstall the HP software for your connection type.

USB

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software
  1. Click the Windows icon (), and then click All Programs.

  2. Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

  3. Click Uninstall or Uninstall Software, and then follow the on-screen instructions to complete the process.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

Follow the instructions to clear temporary files and folders:

  1. To start the Disk Cleanup utility, click the Windows icon (), click All Programs, Accessories, click System Tools, and then click Disk Cleanup.

  2. The Disk Cleanup utility analyzes the hard disk and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deleting temporary Internet files

    • Deleting downloaded program files

    • Emptying the Recycle Bin

    • Deleting files from the Temporary folder

    • Deleting files created by other Windows tools

    • Removing optional Windows components that are not used

  3. After selecting the components to remove, click OK.

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

  1. On the Windows taskbar, click the Windows icon ().

  2. In the Search programs and files box, type msconfig, and then press Enter. The System Configuration Utility window opens.

  3. Click the General tab, and then select Selective Startup.

  4. If there is a check mark next to Load Startup items, select the check mark to remove it.

  5. Click the Services tab, and then click the Hide All Microsoft Services check box.

  6. Click Disable all.

  7. Click Apply, and then click Close.

    NOTE: If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.

    NOTE: After the computer restarts and the desktop screen displays, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step four: Reset the printer

  1. Press the Power button () to turn on the product.

  2. With the product turned on, disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

  5. Plug the power cord back into the wall outlet.

  6. Reconnect the power cord to the rear of the product.

  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Reinstall the HP software

Follow these steps to reinstall the HP software.

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 7: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step six: Re-enable background programs

Follow these steps to enable the Startup software.

  1. On the Windows taskbar, click the Windows icon ().

  2. In the Start Search dialog box, type msconfig, and then press Enter.

    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.

  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

    CAUTION: Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.

  5. Click Apply, and then click OK.

  6. When prompted to restart the computer, click Restart.

Step seven: Try the scan again

Try the scan job again.

Network

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software
  1. Click the Windows icon (), and then click All Programs.

  2. Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

  3. Click Uninstall or Uninstall Software, and then follow the on-screen instructions to complete the process.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

Follow the instructions to clear temporary files and folders:

  1. To start the Disk Cleanup utility, click the Windows icon (), click All Programs, Accessories, click System Tools, and then click Disk Cleanup.

  2. The Disk Cleanup utility analyzes the hard disk and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deleting temporary Internet files

    • Deleting downloaded program files

    • Emptying the Recycle Bin

    • Deleting files from the Temporary folder

    • Deleting files created by other Windows tools

    • Removing optional Windows components that are not used

  3. After selecting the components to remove, click OK.

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

  1. On the Windows taskbar, click the Windows icon ().

  2. In the Search programs and files box, type msconfig, and then press Enter. The System Configuration Utility window opens.

  3. Click the General tab, and then select Selective Startup.

  4. If there is a check mark next to Load Startup items, select the check mark to remove it.

  5. Click the Services tab, and then click the Hide All Microsoft Services check box.

  6. Click Disable all.

  7. Click Apply, and then click Close.

    NOTE: If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.

    NOTE: After the computer restarts and the desktop screen displays, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step four: Reset the printer

  1. Press the Power button () to turn on the product.

  2. With the product turned on, disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

  5. Plug the power cord back into the wall outlet.

  6. Reconnect the power cord to the rear of the product.

  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Configure the firewall

Certain firewall settings can allow you to print over a network, but not scan. For the printer to work correctly, you must unblock all HP programs in your firewall software and allow them to access the Internet.

  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.

    • If available, select the Medium security setting when connected to your network.

    • If available, select the Trusted zone setting when connected to your network.

    • Restore any custom firewall settings to their default settings.

    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.

    • Do not run more than one firewall at a time.

    • Use a manual IP address to improve the connection between the computer and your printer.

    If you are still experiencing connection issues, continue to the next step.

  2. Find the notification area in the lower right corner of your computer, near the clock.

    Figure 8: Examples of the notification area on the computer

    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

    NOTE: The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.

    If those options are not available, open the firewall, and then click the option to restart it.

  4. Find your firewall in the following table, and then click the link for the steps to configure the firewall.

  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

Step six: Reinstall the HP software

Follow these steps to reinstall the HP software.

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 9: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step seven: Re-enable background programs

Follow these steps to enable the Startup software.

  1. On the Windows taskbar, click the Windows icon ().

  2. In the Start Search dialog box, type msconfig, and then press Enter.

    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.

  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

    CAUTION: Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.

  5. Click Apply, and then click OK.

  6. When prompted to restart the computer, click Restart.

Step eight: Try the scan again

Try the scan job again.

Solution seven: Contact HP

If you have completed all the troubleshooting steps in this document, contact HP for further assistance. You might need to troubleshoot the Windows registry and printer hardware.

Click Contact HP on this page for more support options.

Scanning workarounds

Try these scanning workarounds if you continue to have issues, need to scan immediately, or if a full feature HP print driver is not available for your printer.

NOTE: Some of these workarounds might not work, depending on the printer and your connection type. For instance, if the printer connects to the computer over a network you might only be able to scan using the Embedded Web Server (EWS). Try one of the other workarounds if the first method you tried did not work.

How to scan with Paint

To scan a document using Paint in Windows 7, follow these steps.

NOTE: Before you begin, make sure that the printer is connected to your computer.
Video of scanning with Paint

The following video demonstrates how to scan with Paint in Windows 7.

If you have trouble viewing the video or to view the video in a different size, view the video on YouTube Non-HP site .

  1. Click the Windows icon (), click All Programs, click Accessories, and then click Paint.

  2. Click the Paint button (), and then click From Camera or Scanner.

  3. Make any desired setting changes, and then click Scan.

Scan settings available with Windows drivers

The following scan options and file types are available when you scan with drivers in Windows.

Scan Options
Picture: Color, Grayscale, Black and white
Text: Color, Grayscale, Black and white
Custom Settings
  • Contrast or Brightness adjustment

  • Resolution (75 - 4800 dpi, within the limits of the scanner model)

  • Picture type (Color, Grayscale, Black and White)

Supported file types
.bmp - Bitmap Image File
.jpg - JPG Image File
.tif - Tagged Image File
.png - Portable Network Graphics File

How to scan with Windows Fax and Scan

To scan a document using Windows Fax and Scan in Windows 7, follow these steps.

NOTE: Before you begin, make sure that the printer is connected to your computer.
Video of scanning with Windows Fax and Scan

The following video demonstrates how to scan with Windows Fax and Scan in Windows 7.

If you have trouble viewing the video or to view the video in a different size, click here Non-HP site to play the video on YouTube.

  1. Click the Windows icon (), click All Programs, and then click Windows Fax and Scan.

  2. Click New Scan.

  3. Make any desired setting changes, and then click Scan.

Scan settings available with Windows drivers

The following scan options and file types are available when you scan with drivers in Windows.

Scan Options
Picture: Color, Grayscale, Black and white
Text: Color, Grayscale, Black and white
Custom Settings
  • Contrast or Brightness adjustment

  • Resolution (75 - 4800 dpi, within the limits of the scanner model)

  • Picture type (Color, Grayscale, Black and White)

Supported file types
.bmp - Bitmap Image File
.jpg - JPG Image File
.tif - Tagged Image File
.png - Portable Network Graphics File

How to scan with Webscan from the Embedded Web Server (Network only)

Follow these steps to scan a document from the printer's Embedded Web Server (EWS) using the Webscan feature.

NOTE: The printer must be connected to a wired (Ethernet) or wireless network to access the EWS. You cannot access the EWS with a USB connection.
Step one: Get the printer IP address

In order to access the EWS, you will need to know the IP address assigned to your printer on your network. You can find your printer's IP address in multiple ways, though options vary by printer.

  • Press the Wireless button on the printer control panel to view the network settings.

  • Access the Network menu on the printer control panel.

  • Print a network configuration page or wireless network test page.

For more details on these options or detailed instructions to find your printer's IP address, click here to go to the support page for your printer and search for steps to print a network configuration page or to access network information on the control panel.

  • Prompted to enter your printer name/number in the search box?

    If you are prompted for additional information, use the following steps to access your printer support page.

    1. Type your printer's name and number in the search box, and then click Next.

    2. If necessary, select your model in a list of similar printers.

Step two: Access the EWS

  1. In a Web browser such as Internet Explorer or Google Chrome, open a new window or tab.

  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.

    Figure 10: Example IP address in the browser address bar

    Image: Example IP address in browser address bar

    The EWS\Printer information page opens.

    • I got a security certificate error. What do I do?

      If a 'There is a problem with this website's security certificate' message displays in the Web browser when you try to open the EWS, or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the printer's EWS. If you encounter this error outside of your HP printer's EWS, your computer could be at risk.

      If the Web browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

  3. Continue to the next step.

Step three: Scan with the EWS

  1. Browse to the Scan tab of the EWS.

    NOTE: Webscan might need to be enabled before you try to scan. Click the Settings tab and locate Webscan under administrative tools to enable the function.
  2. Specify the document type, color preference, paper size, resolution, quality, and brightness.

  3. Click Start Scan.

Scan with HP Scan

  1. Click the Windows icon (), and then click Computer.

  2. Double-click Local Disc (C:).

  3. Double-click Program Files.

  4. Double-click HP.

  5. Double-click Digital Imaging.

  6. Double-click Bin.

  7. Locate and double-click one of the following files. You will only have one to choose from.

    • Hpiscnapp.exe

    • Hpqscnvw.exe

    This will launch the HP Scan application.

  8. Select New Scan, and then change any desired settings to the scan.

  9. Click Accept to save the scan to the desired location.

  10. Follow these steps if you need to save the scan as another file type, such as a .PDF:

    1. Right-click the recently saved file to open it in another application, such as Microsoft Word.

    2. Save the new scan as the desired file type.

Windows Vista

Follow these steps for the Windows Vista operating system. If you need to scan immediately, you can use the scanning workarounds at the bottom of this section instead of troubleshooting.

Solution one: Restart the devices

Choose your connection type, and then follow the steps to restart all the necessary devices.

NOTE: Make sure that the printer connects directly to an electrical outlet and not through a surge protector or power strip.

USB

  1. Press the Power button to turn off the printer.

  2. Turn off the computer.

  3. Press the Power button to turn on the printer.

  4. Turn on the computer.

  5. Make sure that all devices are ready.

  6. Try scanning again.

Network

Follow these steps to reset the devices.

  1. Press the Power button to turn off the printer.

  2. Shut the computer down, and then turn the router, switch, or access point off.

    NOTE: Depending on whether you are using a wired or wireless network, you might be using different networking devices to connect your printer to the network.
  3. Turn the devices on again in the following order:

    1. Networking device (the router, switch, or access point)

    2. Printer

    3. Computer

  4. Make sure that all devices are ready.

  5. Try scanning again.

Solution two: Check for critical updates, patches, and firmware

Follow these steps to check for critical updates, patches, and firmware.

NOTE: If your printer is connected wirelessly, you must connect your printer with a USB or Ethernet cable to do some updates.

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.

  1. Turn on the printer.

  2. Go to HP Drivers & Downloads .

  3. If the Welcome to HP Support page opens, follow these steps:

    1. Type your printer model number.

    2. Click Go.

      You might need to select your printer model number from a list of similar printer models.

  4. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.

  7. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.

  9. Try to scan again.

Solution three: Select the correct printer in HP Solution Center

Follow these steps to make sure that the correct printer is selected in the HP Solution Center software that is installed on the computer.

NOTE: HP Solution Center provides access to all the scan functions of your printer, including setting up the scan button on the printer.
  1. On the Windows taskbar, click the Windows icon (), click All Programs, click HP, and then click HP Solution Center.

  2. Make sure that the correct product tab is selected, if you have more than one HP product.

  3. Look for any duplicate instances of the product, either on an additional tab at the top of the screen, or an additional icon on the left side of the screen. A duplicate instance has the word Copy next to the product name. For example, a duplicate tab might be called HP Officejet Pro K8600 Copy 1.

    If there are duplicates, click the instance with the highest number after the word Copy. For example, if the tabs HP Officejet Pro K8600 Copy 1 and HP Officejet Pro K8600 Copy 2 appear in Solution Center, select HP Officejet Pro K8600 Copy 2.

  4. Try the scan again.

Solution four: Use a tool to resolve the issue automatically

Follow these steps to download, install, and run a tool to resolve scanning issues automatically.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution five: Check the device status in Device Manager

Follow these steps to check the device status in Windows Device Manager:

  1. Click Start () and then enter devmgmt.msc in the Start Search field.

    The Device Manager window appears.

  2. Click the plus sign to expand the following categories:

    • Imaging devices

    • Universal Serial Bus controllers

    • Other devices

  3. Check for any instances of the HP printer and of Unknown Device in the expanded categories. The printer might display in more than one category.

    Figure 11: Check for the HP printer and Unknown Devices in Device Manager

    Image: Check for the HP printer and Unknown Devices in Device Manager
  4. Update the driver:

    1. If the printer displays with a yellow exclamation mark next to it or if Unknown Device displays, right-click that device, and then click Update Driver.

      The Hardware Update Wizard window appears.

    2. Click No, not this time to decline checking online for the driver, and then click Next.

    3. Update the driver in Device Manager for each instance of the HP printer that displays with a yellow exclamation mark and for each Unknown Device.

    4. Disconnect the USB cable from the printer.

    5. Insert the HP printer CD in the computer, select Install the software automatically, and then click Next.

    6. Follow the on-screen instructions to finish installing the driver. When prompted, connect the USB cable to the printer.

      • If these steps resolved the issue, you do not need to continue troubleshooting.

      • If the issue persists, continue to the next solution.

Solution six: Uninstall and reinstall the HP software

Follow the steps to uninstall and reinstall the HP software for your connection type.

USB

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software
  1. Click the Windows icon (), and then click Programs.

  2. Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

  3. Click Uninstall or Uninstall Software, and then follow the on-screen instructions to complete the process.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

Follow the instructions to clear temporary files and folders:

  1. To start the Disk Cleanup utility, click the Windows icon (), click All Programs, Accessories, click System Tools, and then click Disk Cleanup.

  2. The Disk Cleanup utility analyzes the hard disk and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deleting temporary Internet files

    • Deleting downloaded program files

    • Emptying the Recycle Bin

    • Deleting files from the Temporary folder

    • Deleting files created by other Windows tools

    • Removing optional Windows components that are not used

  3. After selecting the components to remove, click OK.

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities such as the anti-virus software but are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Use the MSCONFIG utility to prevent TSR programs and services from starting up.

  1. On the Windows taskbar, click the Windows icon (), and then click Run. The Run window appears.

  2. In the Open box, type MSCONFIG and click OK. The MSCONFIG utility window opens.

  3. Click the General tab.

  4. Click Selective Startup.

  5. If there is a check mark next to Load Startup items, click to clear the check box.

  6. Click the Services tab and select the Hide All Microsoft Services box.

  7. Click Disable all.

  8. Click Apply, and then click Close.

    NOTE: If the message 'Access is denied' displays while making changes, click OK. The message will not prevent the changes from being made.
  9. Click Restart to apply the changes the next time the computer is started.

  10. After the computer is restarted and comes back to the Windows Desktop screen, the message 'You’ve used system configuration utility to make changes to the way windows starts' appears. Select the check box next to Do not show this message again.

Step four: Reset the printer

  1. Press the Power button () to turn on the product.

  2. With the product turned on, disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

  5. Plug the power cord back into the wall outlet.

  6. Reconnect the power cord to the rear of the product.

  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Reinstall the HP software

Follow these steps to reinstall the HP software.

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 12: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step six: Re-enable background programs

Follow these steps to re-enable background programs.

  1. On the Windows taskbar, click the Windows icon ().

  2. In the Start Search dialog box, type msconfig, and then press Enter.

    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.

  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

    CAUTION: Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.

  5. Click Apply, and then click OK.

  6. When prompted to restart the computer, click Restart.

Step seven: Try the scan again

Try the scan job again.

Network

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software
  1. Click the Windows icon (), and then click Programs.

  2. Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

  3. Click Uninstall or Uninstall Software, and then follow the on-screen instructions to complete the process.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

Follow the instructions to clear temporary files and folders:

  1. To start the Disk Cleanup utility, click the Windows icon (), click All Programs, Accessories, click System Tools, and then click Disk Cleanup.

  2. The Disk Cleanup utility analyzes the hard disk and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:

    • Deleting temporary Internet files

    • Deleting downloaded program files

    • Emptying the Recycle Bin

    • Deleting files from the Temporary folder

    • Deleting files created by other Windows tools

    • Removing optional Windows components that are not used

  3. After selecting the components to remove, click OK.

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

  1. Click the Windows icon (). In the Start Search box, type msconfig, and then press the Enter key. The System Configuration Utility window opens.

  2. Click the General tab.

    NOTE: Make a note of the settings in the General tab now. You will need this information to return the settings to the original configuration.
  3. Click Selective Startup.

  4. If there is a check mark next to Load Startup Items, click to clear it.

  5. Click the Services tab, and then select the Hide All Microsoft Services check box.

  6. Click Disable All to clear all the check boxes on the list.

  7. Click Apply, and then click Close.

    NOTE: If an 'Access is denied' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.
  8. Click Restart to apply the changes.

    NOTE: After the computer restarts and the desktop screen displays, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step four: Reset the printer

  1. Press the Power button () to turn on the product.

  2. With the product turned on, disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

  5. Plug the power cord back into the wall outlet.

  6. Reconnect the power cord to the rear of the product.

  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Configure the firewall

Certain firewall settings can allow you to print over a network, but not scan. For the printer to work correctly, you must unblock all HP programs in your firewall software and allow them to access the Internet.

  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.

    • If available, select the Medium security setting when connected to your network.

    • If available, select the Trusted zone setting when connected to your network.

    • Restore any custom firewall settings to their default settings.

    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.

    • Do not run more than one firewall at a time.

    • Use a manual IP address to improve the connection between the computer and your printer.

    If you are still experiencing connection issues, continue to the next step.

  2. Find the notification area in the lower right corner of your computer, near the clock.

    Figure 13: Examples of the notification area on the computer

    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

    NOTE: The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.

    If those options are not available, open the firewall, and then click the option to restart it.

  4. Find your firewall in the following table, and then click the link for the steps to configure the firewall.

  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

Step six: Reinstall the HP software

Follow these steps to reinstall the HP software.

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 14: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step seven: Re-enable background programs

Follow these steps to re-enable background programs.

  1. On the Windows taskbar, click the Windows icon ().

  2. In the Start Search dialog box, type msconfig, and then press Enter.

    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.

  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.

    CAUTION: Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.

  5. Click Apply, and then click OK.

  6. When prompted to restart the computer, click Restart.

Step eight: Try the scan again

Try the scan job again.

  • If these steps resolved the issue, you do not need to continue troubleshooting.

  • If the issue persists, continue to the next solution.

Solution seven: Contact HP

If you have completed all the troubleshooting steps in this document, contact HP for further assistance. You might need to troubleshoot the Windows registry and printer hardware.

Click Contact HP on this page for more support options.

Scanning workarounds

NOTE: Some of these workarounds might not work, depending on the printer and your connection type. For instance, if the printer connects to the computer over a network you might only be able to scan using the Embedded Web Server (EWS). Try one of the other workarounds if the first workaround you tried did not work.

How to scan with Paint

To scan a document using Paint in Windows Vista, follow these steps.

NOTE: Before you begin, make sure that the printer is connected to your computer.
Video of scanning with Paint

The following video demonstrates how to scan with Paint. The video contains no audio.

If you have trouble viewing the video or to view the video in a different size, view the video on YouTube Non-HP site .

  1. Click the Windows Vista icon (), click All Programs, click Accessories, and then click Paint.

  2. Click File, and then click Import From Camera or Scanner.

  3. Make any desired setting changes, and then click Scan.

Scan settings available with Windows drivers

The following scan options and file types are available when you scan with drivers in Windows.

Scan Options
Picture: Color, Grayscale, Black and white
Text: Color, Grayscale, Black and white
Custom Settings
  • Contrast or Brightness adjustment

  • Resolution (75 - 4800 dpi, within the limits of the scanner model)

  • Picture type (Color, Grayscale, Black and White)

Supported file types
.bmp - Bitmap Image File
.jpg - JPG Image File
.tif - Tagged Image File
.png - Portable Network Graphics File

How to scan from the Embedded Web Server (Network only)

Follow these steps to scan a document from the printer's Embedded Web Server (EWS).

NOTE: The printer must be connected to a wired (Ethernet) or wireless network to access the EWS. You cannot access the EWS with a USB connection.
Step one: Get the printer IP address

In order to access the EWS, you will need to know the IP address assigned to your printer on your network. You can find your printer's IP address in multiple ways, though options vary by printer.

  • Press the Wireless button on the printer control panel to view the network settings.

  • Access the Network menu on the printer control panel.

  • Print a network configuration page or wireless network test page.

For more details on these options or detailed instructions to find your printer's IP address, click here to go to the support page for your printer and search for steps to print a network configuration page or to access network information on the control panel.

  • Prompted to enter your printer name/number in the search box?

    If you are prompted for additional information, use the following steps to access your printer support page.

    1. Type your printer's name and number in the search box, and then click Next.

    2. If necessary, select your model in a list of similar printers.

Step two: Access the EWS

  1. In a Web browser such as Internet Explorer or Google Chrome, open a new window or tab.

  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.

    Figure 15: Example IP address in the browser address bar

    Image: Example IP address in browser address bar

    The EWS\Printer information page opens.

    • I got a security certificate error. What do I do?

      If a 'There is a problem with this website's security certificate' message displays in the Web browser when you try to open the EWS, or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the printer's EWS. If you encounter this error outside of your HP printer's EWS, your computer could be at risk.

      If the Web browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

  3. Continue to the next step.

Step three: Scan with the EWS

  1. Browse to the Scan tab of the EWS.

    NOTE: Webscan might need to be enabled before you try to scan. Click the Settings tab and locate Webscan under administrative tools to enable the function.
  2. Specify the document type, color preference, paper size, resolution, quality, and brightness.

  3. Click Start Scan.

Scan with HP Scan

  1. Click the Windows icon (), and then click Computer.

  2. Double-click Local Disc (C:).

  3. Double-click Program Files.

  4. Double-click HP.

  5. Double-click Digital Imaging.

  6. Double-click Bin.

  7. Locate and double-click one of the following files. You will only have one to choose from.

    • Hpiscnapp.exe

    • Hpqscnvw.exe

    This will launch the HP Scan application.

  8. Select New Scan, and then change any desired settings to the scan.

  9. Click Accept to save the scan to the desired location.

  10. Follow these steps if you need to save the scan as another file type, such as a .PDF:

    1. Right-click the recently saved file to open it in another application, such as Microsoft Word.

    2. Save the new scan as the desired file type.

Windows XP

Follow these steps for the Windows XP operating system. If you need to scan immediately, you can use the scanning workarounds at the bottom of this section instead of troubleshooting.

Solution one: Restart the devices

Choose your connection type, and then follow the steps to restart all the necessary devices.

NOTE: Make sure that the printer connects directly to an electrical outlet and not through a surge protector or power strip.

USB

  1. Press the Power button to turn off the printer.

  2. Turn off the computer.

  3. Press the Power button to turn on the printer.

  4. Turn on the computer.

  5. Make sure that all devices are ready.

  6. Try scanning again.

Network

Follow these steps to reset the devices.

  1. Press the Power button to turn off the printer.

  2. Shut the computer down, and then turn the router, switch, or access point off.

    NOTE: Depending on whether you are using a wired or wireless network, you might be using different networking devices to connect your printer to the network.
  3. Turn the devices on again in the following order:

    1. Networking device (the router, switch, or access point)

    2. Printer

    3. Computer

  4. Make sure that all devices are ready.

  5. Try scanning again.

Solution two: Check for critical updates, patches, and firmware

Follow these steps to check for critical updates, patches, and firmware.

NOTE: If your printer is connected wirelessly, you must connect your printer with a USB or Ethernet cable to get some updates.

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.

  1. Turn on the printer.

  2. Go to HP Drivers & Downloads .

  3. If the Welcome to HP Support page opens, follow these steps:

    1. Type your printer model number.

    2. Click Go.

      You might need to select your printer model number from a list of similar printer models.

  4. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  5. Make sure that your operating system is selected, and then click Next.

  6. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.

  7. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.

  9. Try to scan again.

Solution three: Select the correct printer in HP Solution Center or HP Director

Follow these steps to make sure that the correct printer is selected in the HP software that is installed on the computer (either HP Solution Center or HP Director).

NOTE: HP Solution Center and HP Director provide access to all the scan functions of your printer, including setting up the scan button on the printer.
  1. Click Start, click All Programs, and then click the HP folder.

  2. Depending on the software you have, click to open either HP Solution Center, or HP Director.

  3. Make sure that the correct printer is selected. (You might have more than one HP printer or duplicate instances of the printer.)

    • HP Solution Center: Look at the printer tabs at the top of the screen, or the icons on the left side of the screen.

    • HP Director: Click the Select Device drop-down list at the top of the screen.

    NOTE: If the printer is installed both with a USB cable and over a network, the software might report duplicate printers.

    If there is a duplicate instance of the printer (indicated by the word Copy next to the printer number), click the duplicate printer with the highest copy number.

  4. Try scanning again.

Solution four: Use a tool to resolve the issue automatically

Follow these steps to download, install, and run a tool to resolve scanning issues automatically.

Image: Print and Scan Doctor icon
HP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB)

Solution five: Check the device status in Device Manager

Follow these steps to check the device status in Windows Device Manager:

  1. Click Start (), click Run, and then enter devmgmt.msc in the Run field.

    The Device Manager window appears.

  2. Click the plus sign to expand the following categories:

    • Imaging devices

    • Universal Serial Bus controllers

    • Other devices

  3. Check for any instances of the HP printer and of Unknown Device in the expanded categories. The printer might display in more than one category.

    Figure 16: Check for the HP printer and Unknown Devices in Device Manager

    Image: Check for the HP printer and Unknown Devices in Device Manager
  4. Update the driver:

    1. If the printer displays with a yellow exclamation mark next to it or if Unknown Device displays, right-click that device, and then click Update Driver.

      The Hardware Update Wizard window appears.

    2. Click No, not this time to decline checking online for the driver, and then click Next.

    3. Update the driver in Device Manager for each instance of the HP printer that displays with a yellow exclamation mark and for each Unknown Device.

    4. Disconnect the USB cable from the printer.

    5. Insert the HP printer CD in the computer, select Install the software automatically, and then click Next.

    6. Follow the on-screen instructions to finish installing the driver. When prompted, connect the USB cable to the printer.

      • If these steps resolved the issue, you do not need to continue troubleshooting.

      • If the issue persists, continue to the next solution.

Solution six: Uninstall and then reinstall the HP software

Follow the steps to uninstall and reinstall the HP software for your connection type.

USB

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software
  1. Disconnect the USB cable from both the printer and the computer.

  2. Click Start, and then click All Programs.

  3. Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

  4. Click Uninstall or Uninstall Software, then follow the on-screen instructions to complete the process.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

Follow these steps to run the Disk Cleanup utility.

Video of running the Disk Cleanup utility

The following video demonstrates how to clear temporary files and folders by running the Disk Cleanup Utility in Windows XP. The video contains no audio.

If you have trouble viewing the video or to view the video in a different size, click here Non-HP site to play the video on YouTube.

Follow these steps to run the Disk Cleanup utility.

NOTE: General scanning operations require at least 200 MB of free space.
  1. Click Start (), and then click All Programs.

  2. Click Accessories, select System Tools, and then click Disk Cleanup. The Select Drive window opens.

  3. Select the drive you want to clean up from the drop-down list, and then click OK. The Disk Cleanup window for that drive opens.

  4. In the drop-down list, review the components that have a check mark. These are the items Disk Cleanup recommends that you delete.

  5. Click the check boxes next to any other components you wish to delete, and then click OK. Disk Cleanup deletes the selected components.

  6. Restart the computer, and then try the task again.

Step three: Turn off programs that run in the background

Follow these steps to turn off background programs.

Video of turning off background programs

The following video demonstrates how to turn off programs that run in the background in Windows XP.

If you have trouble viewing the video or to view the video in a different size, click here Non-HP site to play the video on YouTube.

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

  1. Click Start, and then click Run. The Run dialog box appears.

  2. In the Open: box, type MSCONFIG, and then click OK. The MSCONFIG Utility window appears.

  3. Click the General tab.

  4. Click Selective Startup.

  5. If there is a check mark next to Load Startup items, click to clear the check box.

  6. Click the Services tab and select the Hide All Microsoft Services check box.

  7. Click Disable all.

  8. Click Apply, and then click Close.

  9. If an 'Access is denied' message appears on the computer while making changes, click OK. This message does not prevent you from making changes.

  10. Click Restart.

    The message 'You’ve used system configuration utility to make changes to the way windows starts' appears on the Windows desktop.

  11. Select the Do not show this message again check box, and then click OK.

Step four: Reset the printer

  1. Press the Power button () to turn on the product.

  2. With the product turned on, disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

  5. Plug the power cord back into the wall outlet.

  6. Reconnect the power cord to the rear of the product.

  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Reinstall the HP software

Follow these steps to download and install the HP software.

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 17: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step six: Re-enable background programs

Follow these steps to re-enable background programs.

Video of re-enabling startup programs and services

The following video demonstrates how to use the MSCONFIG Utility to enable the Startup software in Windows XP.

.

If you have trouble viewing the video, or to view the video in a different size, click here to play the video on YouTube Non-HP site

  1. Click Start, and then click Run (). The Run dialog box appears.

  2. In the Open: box, type MSCONFIG, and then click OK. The MSCONFIG utility window appears.

  3. If no changes to Startup Programs and Services are necessary, click the General tab and select Normal Startup. This selection enables all features to start automatically the next time the computer starts up.

    NOTE: To disable some of the Startup items and non-Microsoft services, leave the check boxes next to the programs to be disabled cleared and select the check boxes for the rest of the programs.
  4. Click Apply, and then click OK.

  5. Click Restart.

Step seven: Try the scan again

Try the scan job again.

Network

Follow these steps to uninstall and reinstall the HP software.

Step one: Uninstall the HP software
  1. Disconnect the USB cable from both the printer and the computer.

  2. Click Start, and then click All Programs.

  3. Click the HP or Hewlett Packard folder, and then click the folder for your printer. The folder is labeled according to the printer series number.

  4. Click Uninstall or Uninstall Software, then follow the on-screen instructions to complete the process.

Step two: Run the Disk Cleanup utility to clear temporary files and folders

Follow these steps to run the Disk Cleanup utility.

Video of running the Disk Cleanup utility

The following video demonstrates how to clear temporary files and folders by running the Disk Cleanup Utility in Windows XP. The video contains no audio.

If you have trouble viewing the video or to view the video in a different size, click here Non-HP site to play the video on YouTube.

Follow these steps to run the Disk Cleanup utility.

NOTE: General scanning operations require at least 200 MB of free space.
  1. Click Start (), and then click All Programs.

  2. Click Accessories, select System Tools, and then click Disk Cleanup. The Select Drive window opens.

  3. Select the drive you want to clean up from the drop-down list, and then click OK. The Disk Cleanup window for that drive opens.

  4. In the drop-down list, review the components that have a check mark. These are the items Disk Cleanup recommends that you delete.

  5. Click the check boxes next to any other components you wish to delete, and then click OK. Disk Cleanup deletes the selected components.

  6. Restart the computer, and then try the task again.

Step three: Turn off programs that run in the background

Follow these steps to disable background programs.

Video of turning off background programs

The following video demonstrates how to turn off programs that run in the background in Windows XP.

If you have trouble viewing the video or to view the video in a different size, click here Non-HP site to play the video on YouTube.

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.

Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.

  1. Click Start, and then click Run. The Run dialog box appears.

  2. In the Open: box, type MSCONFIG, and then click OK. The MSCONFIG Utility window appears.

  3. Click the General tab.

  4. Click Selective Startup.

  5. If there is a check mark next to Load Startup items, click to clear the check box.

  6. Click the Services tab and select the Hide All Microsoft Services check box.

  7. Click Disable all.

  8. Click Apply, and then click Close.

  9. If an 'Access is denied' message appears on the computer while making changes, click OK. This message does not prevent you from making changes.

  10. Click Restart.

    The message 'You’ve used system configuration utility to make changes to the way windows starts' appears on the Windows desktop.

  11. Select the Do not show this message again check box, and then click OK.

Step four: Reset the printer

  1. Press the Power button () to turn on the product.

  2. With the product turned on, disconnect the power cord from the rear of the product.

  3. Unplug the power cord from the wall outlet.

  4. Wait at least 15 seconds.

  5. Plug the power cord back into the wall outlet.

  6. Reconnect the power cord to the rear of the product.

  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Configure the firewall

Certain firewall settings can allow you to print over a network, but not scan. For the printer to work correctly, you must unblock all HP programs in your firewall software and allow them to access the Internet. Follow these steps to configure the firewall.

  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.

    • If available, select the Medium security setting when connected to your network.

    • If available, select the Trusted zone setting when connected to your network.

    • Restore any custom firewall settings to their default settings.

    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.

    • Do not run more than one firewall at a time.

    • Use a manual IP address to improve the connection between the computer and your printer.

    If you are still experiencing connection issues, continue to the next step.

  2. Find the notification area in the lower right corner of your computer, near the clock.

    Figure 18: Examples of the notification area on the computer

    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the third-party software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.

    NOTE: The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.

    If those options are not available, open the firewall, and then click the option to restart it.

  4. Find your firewall in the following table, and then click the link for the steps to configure the firewall.

  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.

Step six: Reinstall the HP software

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 19: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step seven: Re-enable background programs

Follow these steps to re-enable background programs.

Video of re-enabling background programs

The following video demonstrates how to use the MSCONFIG Utility to enable the Startup software in Windows XP.

.

If you have trouble viewing the video, or to view the video in a different size, click here to play the video on YouTube Non-HP site

  1. Click Start, and then click Run (). The Run dialog box appears.

  2. In the Open: box, type MSCONFIG, and then click OK. The MSCONFIG utility window appears.

  3. If no changes to Startup Programs and Services are necessary, click the General tab and select Normal Startup. This selection enables all features to start automatically the next time the computer starts up.

    NOTE: To disable some of the Startup items and non-Microsoft services, leave the check boxes next to the programs to be disabled cleared and select the check boxes for the rest of the programs.
  4. Click Apply, and then click OK.

  5. Click Restart.

Step eight: Try the scan again

Try the scan job again.

Solution seven: Contact HP

If you have completed all the troubleshooting steps in this document, contact HP for further assistance. You might need to troubleshoot the Windows registry and printer hardware.

Click Contact HP on this page for more support options.

Scanning workarounds

NOTE: Some of these workarounds might not work, depending on the printer and your connection type. For instance, if the printer connects to the computer over a network you might only be able to scan using the Embedded Web Server (EWS). Try the other workarounds if the first workaround you tried did not work.

Scan with Paint

Windows XP provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which you can use as an alternative to scan a document when you cannot scan using the HP drivers.

To scan a document using Paint in Windows XP, follow these steps.

NOTE: Before you begin, make sure that the printer is connected to your computer.
Video of scanning with Paint

The following video demonstrates how to scan with Paint in Windows XP. The video contains no audio.

If you have trouble viewing the video or to view the video in a different size, view the video on YouTube. Non-HP site

  1. Click Start, point to All Programs, point to Accessories, and then click Paint.

  2. Click File, and then click From Scanner or Camera.

  3. Make any desired setting changes.

  4. Click Scan.

Scan settings available with Windows drivers

The following scan options and file types are available when you scan with drivers in Windows.

Scan Options
Picture: Color, Grayscale, Black and white
Text: Color, Grayscale, Black and white
Custom Settings
  • Contrast or Brightness adjustment

  • Resolution (75 - 4800 dpi, within the limits of the scanner model)

  • Picture type (Color, Grayscale, Black and White)

Supported file types
.bmp - Bitmap Image File
.jpg - JPG Image File
.tif - Tagged Image File
.png - Portable Network Graphics File

Scan from the Embedded Web Server (Network only)

Follow these steps to scan a document from the printer's Embedded Web Server (EWS).

NOTE: The printer must be connected to a wired (Ethernet) or wireless network to access the EWS. You cannot access the EWS with a USB connection.
Step one: Get the printer IP address

In order to access the EWS, you will need to know the IP address assigned to your printer on your network. You can find your printer's IP address in multiple ways, though options vary by printer.

  • Press the Wireless button on the printer control panel to view the network settings.

  • Access the Network menu on the printer control panel.

  • Print a network configuration page or wireless network test page.

For more details on these options or detailed instructions to find your printer's IP address, click here to go to the support page for your printer and search for steps to print a network configuration page or to access network information on the control panel.

  • Prompted to enter your printer name/number in the search box?

    If you are prompted for additional information, use the following steps to access your printer support page.

    1. Type your printer's name and number in the search box, and then click Next.

    2. If necessary, select your model in a list of similar printers.

Step two: Access the EWS

  1. In a Web browser such as Internet Explorer or Google Chrome, open a new window or tab.

  2. In the address bar, type the product IP address given on the test page, and then press Enter on your keyboard.

    Figure 20: Example IP address in the browser address bar

    Image: Example IP address in browser address bar

    The EWS\Printer information page opens.

    • I got a security certificate error. What do I do?

      If a 'There is a problem with this website's security certificate' message displays in the Web browser when you try to open the EWS, or when you navigate within the EWS, click ' Continue to this website (not recommended)'.

      NOTE: Choosing ' Continue to this website (not recommended)' will not harm your computer while you navigate within the printer's EWS. If you encounter this error outside of your HP printer's EWS, your computer could be at risk.

      If the Web browser fails to open the EWS after you click ' Continue to this website (not recommended)', refresh the browser window.

  3. Continue to the next step.

Step three: Scan with the EWS

  1. Browse to the Scan tab of the EWS.

    NOTE: Webscan might need to be enabled before you try to scan. Click the Settings tab and locate Webscan under administrative tools to enable the function.
  2. Specify the document type, color preference, paper size, resolution, quality, and brightness.

  3. Click Start Scan.

Scan with HP Scan

  1. Click Start, and then click My Computer.

  2. Double-click Local Disc (C:).

  3. Double-click Program Files.

  4. Double-click HP.

  5. Double-click Digital Imaging.

  6. Double-click Bin.

  7. Locate and double-click one of the following files. You will only have one to choose from.

    • Hpiscnapp.exe

    • Hpqscnvw.exe

    This will launch the HP Scan application.

  8. Select New Scan, and then change any desired settings to the scan.

  9. Click Accept to save the scan to the desired location.

  10. Follow these steps if you need to save the scan as another file type, such as a .PDF:

    1. Right-click the recently saved file to open it in another application, such as Microsoft Word.

    2. Save the new scan as the desired file type.

Mac

Follow the steps in these solutions to resolve a scan connection issue on a Mac.

If you need to scan immediately, or do not have a full feature driver for your operating system version, use the scanning workarounds at the end of this section.

Solution one: Check the connection between the printer and the computer

Select your connection type for steps to check if connection between the printer and the computer or network is functioning correctly.

NOTE: Make sure that the Scan to Computer feature is enabled in the HP Scan software on the Mac if you are trying to scan from the printer control panel.

USB connection

Check the USB connection to make sure that the printer and the computer are communicating correctly.

Step one: Check the USB cable

  1. Turn on the computer.

  2. Check the USB cable in the following ways:

    • Make sure that the USB cable is connected to the computer and to the printer.

    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.

    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.

    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.

Step two: Make sure that the computer detects the printer correctly

  1. On the menu bar, click GO, and then click Utilities.

  2. From the sub menu on the right, double-click System Information.

  3. On the left navigation pane, under Hardware, click USB.

  4. Look under the USB Device Tree for your printer name.

    • If your printer is listed, continue to the next step.

    • If your printer is not listed, continue troubleshooting the USB cable.

      NOTE: If the cable is working, and you have tried multiple USB ports on the computer, connect the printer wirelessly.
Step three: Make sure that the Mac has a name

  1. Click the Apple icon (), and then click System Preferences.

  2. Under Internet & Wireless, click Sharing.

  3. Check the entry in the Computer Name field.

  • If the computer name is present, continue to the next step.

  • If the computer name is not present, type in a computer name, close the System Preferences window, and then continue to the next step.

    NOTE: You can name your Mac computer anything you want, but make sure that it is not the same as other computers on your network.
Step four: Try to scan

Try scanning again. First try scanning using HP Scan on the Mac. If that option is unsuccessful, try scanning from the printer's control panel.

Method one: Scan using HP Scan

Follow these steps to scan from the computer using the HP Scan software.

  1. Place the item to be scanned on the scanner glass or in the document feeder.

  2. On the Dock, click Applications, and then click Hewlett-Packard or your printer.

  3. Click HP Scan. The HP Scan window opens.

  4. Click Scan.

  5. Click Done.

Method two: Scan using the printer's control panel

Follow these steps to scan from the printer control panel.

NOTE: Make sure to enable the Scan to Computer feature in the HP Scan software on the Mac before scanning from the printer.
  1. Place the item to be scanned on the scanner glass or in the document feeder.

  2. Press the Scan button on the printer's control panel.

  3. Follow the prompts on the control panel display to complete the scan.

Network connection

Follow these steps to check the network connection for any issues that could prevent the scan from completing.

Step one: Check the network settings and connection
  1. Make sure that the printer and the computer are both turned on, and that your router is already set up and functioning correctly..

  2. Make sure that you have access to your SSID (the name that identifies your network), and your WEP key, WPA or WPA2 passphrase. This is the password you use with your SSID to log into your network. This information is case-sensitive, so you should make sure that if a letter is capitalized in your SSID or passphrase, that it is capitalized when you write it down.

  3. In the menu bar, click the Apple icon (), and then click System Preferences.

  4. Click the Network icon.

  5. In the Network window, find AirPort in the left pane and make sure that it is turned on.

  6. Make sure that the network SSID the computer is connected to is the same network SSID the printer is connected to.

  7. Close the Network pop-up window.

  8. Press the Scan button on the printer to try the scan again.

Step two: Try to scan

Try scanning again. First try scanning using HP Scan. If that option is unsuccessful, try scanning from the printer's control panel.

Method one: Scan using HP Scan

Follow these steps to scan from the computer using the HP Scan software.

  1. Place the item to be scanned on the scanner glass or in the document feeder.

  2. On the Dock, click Applications, and then click Hewlett-Packard or your printer.

  3. Click HP Scan. The HP Scan window opens.

  4. Click Scan.

  5. Click Done.

Method two: Scan using the printer's control panel

Follow these steps to scan from the printer control panel.

NOTE: Make sure to enable the Scan to Computer feature in the HP Scan software on the Mac before scanning from the printer.
  1. Place the item to be scanned on the scanner glass or in the document feeder.

  2. Press the Scan button on the printer's control panel.

  3. Follow the prompts on the control panel display to complete the scan.

Solution two: Restart the devices

Follow these steps to restart the computer, the printer and the router, and then try the scan job again.

NOTE: Make sure that the printer connects directly to an electrical outlet and not through a surge protector or power strip.

USB connection

Follow these steps to restart the computer and the printer to resolve the connection issue.

  1. Press the Power button to turn off the printer.

  2. Turn off the computer.

  3. Press the Power button to turn on the printer.

  4. Turn on the computer.

  5. Make sure that all devices are ready.

  6. Try scanning again.

Network connection

Follow these steps to restart the computer, printer, and router to resolve the connection issue.

Step one: Restart the devices
  1. Press the Power button to turn off the printer.

  2. Turn off the Mac.

  3. Turn off the router.

  4. Press the Power button to turn on the printer.

  5. Turn on the computer.

  6. Turn on the router.

  7. Make sure that all devices are ready.

  8. Try scanning again.

Step two: Print and evaluate a network configuration page

To troubleshoot wireless connectivity issues, print a network configuration page or a wireless network test report from the printer control panel. Follow these steps to obtain instructions for printing the report that are specific to your printer.

  1. Go to HP Customer Care type your printer model in the search field, and then click Next. You might also need to click your model in a list of similar printers.

  2. In the search box on the right side of the page, type "network configuration page" or "wireless network test" to find a document containing the specific steps for your printer.

    NOTE: You might also find the steps in the printer user guide. From the printer support page, click User Guides to view it.

After you have printed a network configuration page or wireless network test report, check for the following:

  • Does the network configuration page or wireless network test report indicate any problems? If so, follow the recommendations on the report to try to resolve the issue.

  • Do the reports indicate that the HP printer is connected to your wireless network? The network name that the HP printer is connected to shows on the network configuration page or the wireless network test report. Make sure that the printer is not connected to another wireless network in the area (such as your neighbor's).

  • Compare the HP printer's IP address to the gateway IP address. They should have a similar format (for example, the gateway IP address might be 192.168.0.1 and the printer IP address 192.168.0.5). If the printer has an IP address similar to 169.254.XXX.XXX or 0.0.0.0, it probably is not connected to your wireless network.

  • Check to see if the wireless light on the HP printer control panel is illuminated, or refer to the wireless network test report to see if it indicates that the wireless radio is off. Are there any unexpected blinking lights or error messages on the HP printer control panel? Consult the HP printer user guide for information on troubleshooting errors or blinking lights. Visit HP Customer Care , type your printer number in the search field, and then browse for the appropriate support document or the user guide to troubleshoot the issue.

  • Check the network configuration page for a list of all the wireless networks detected in your area. Make sure your network is listed, and that your network shows a strong signal.

  • Are there several networks on your same channel or using channels close to your channel? You should use a channel at least 5 channels away from the closest used channel. Consider changing your wireless router's channel. We recommend 1 or 11.

Step three: Try to scan

Try the scan job again. First try scanning using HP Scan from the Mac. If that option is unsuccessful, try scanning from the printer's control panel.

Solution three: Check for available software updates

  1. Click the Apple icon (), and then click Software Update. The system checks for software updates.

  2. Click Install, and then follow the onscreen instructions to download and install any software updates.

  3. Try the scan job again.

Solution four: Repair disk permissions

If file ownership and permissions are changed by applications or program installers, your computer might not function correctly. Perform the following steps to fix these permissions problems.

  1. On the Dock, click Applications, and then click Utilities.

  2. Double-click Disk Utility.

  3. Highlight your hard drive/partition on the left (by default this is "Macintosh HD").

  4. Click the Repair Disk Permissions button at the bottom of the window.

  5. Try the scan job again.

Solution five: Reset the Mac printing system and reinstall the HP software

This solution explains how to reset the printing system in the Macintosh operating system. This procedure deletes all print settings and printers. The procedure also explains how to uninstall and reinstall the software for your printer and then reinitiate scanning.

Step one: Reset the printing system in the Mac OS

  1. Click the Apple icon (), and then click System Preferences.

  2. In the Hardware section, click Print & Fax. The Print & Fax dialog box opens.

  3. Right-click (or Ctrl+ click) in the left panel, and then click Reset printing system…

  4. Click OK to confirm the reset.

  5. Type the correct Name and Password.

  6. Click OK to reset the printing system. The Print & Fax dialog box shows no printer selected.

Step two: Uninstall any existing printer driver and software

  • I used the product CD, or I installed the software from the HP website

    1. From the computer desktop, double-click the Macintosh HD, and then click Applications.

    2. Click the Hewlett-Packard folder.

    3. Double-click the HP Uninstaller, and then click Continue.

    4. Select the printer to uninstall, and then click Uninstall.

    5. When prompted, type the Administrator name and Password, and then click OK.

    6. Click the Trash icon on the Dock, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
  • I used Apple Software Update

    1. From the computer desktop, double-click the Macintosh HD icon.

    2. Double-click the Library folder.

    3. Double-click the Printers folder.

    4. Right-click the HP folder, and then select Move to Trash.

    5. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for the authentication to complete.

    6. Double-click the PPDs folder.

    7. Double-click the Contents folder.

    8. Double-click the Resources folder.

    9. Find your printer in the printer list, right-click on your printer, and then select Move to Trash.

    10. When prompted, type the Administrator name and Password for the computer, and then click OK. Wait for the authentication to complete.

    11. Click the Trash icon on the Dock, click the Empty button, and then click OK to empty the trash.

      NOTE: By clicking OK, all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK.
    12. On the upper-left corner of the desktop, click the Apple icon (), and then click System Preferences.

    13. Double-click Print & Fax.

    14. In the Printers list, click your printer, and then click the Minus button () to delete it.

Step three: Reinstall the driver

Follow these steps to reinstall the HP driver. If a full feature driver is not available for your printer from the HP website, use the option to install the driver from Apple Software Update.

NOTE: Before you begin, make sure that the printer is turned on and in a ready state, and that you have a USB cable.
Option one: Download and install the software from the HP website (recommended)

  1. Turn on the printer.

  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.

  3. Go to HP Drivers & Downloads .

  4. If the Welcome to HP Support page opens, follow these steps:

    1. In the Enter product name or number field, type your printer model or number.

    2. In the Questions or keywords field, type driver, and then press Enter.

      You might need to select your printer model number from a list of similar printer models.

    3. Next to the image of your printer, click the name of your printer.

      Figure 21: Example of the link to your printer homepage

      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.

  5. Select your operating system, and then click Next.

    A list of drivers and other downloads display.

  6. Scroll down the page, and then click Driver - Product Installation Software.

  7. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.

  8. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Option two: Install the software with Apple Software Update

Select your connection type for steps to install the software using Apple Software Update. Before you begin, make sure that the printer is turned on and in a ready state.

Network connection

Follow these steps to install the software with Apple Software Update for a network connection.

  1. Click the Apple menu (), and then click System Preferences. The System Preferences window opens.

  2. Click Print & Fax. The Print & Fax window opens.

  3. Click the plus sign (). The name of your product displays.

  4. Select your HP product, and then click Add.

  5. Click Install, and then click Agree on the software license agreement window to install the software and add the product to the queue.

  6. After the installation process completes, verify that your product displays in the queue.

    NOTE: If the product was not added to the queue, Click the plus sign (), select your HP product, and then click Add.
USB connection

  1. Connect the USB cable to the product and to any USB port on the computer.

  2. The computer automatically detects the product, and then prompts you to install the HP software package with Apple Software Updates.

  3. Follow the on-screen instructions to download and install the software, and add the product to the queue.

Step four: Try to scan

After successfully reinstalling the software, try scanning again. First try scanning using HP Scan from the Mac. If that option is unsuccessful, try scanning from the printer's control panel.

Solution six: Check the firewall

Follow these steps to check the firewall.

Step one: Create a firewall exception

  1. Click the Apple icon (), and then click System Preferences.

  2. In the Personal section, click Security. The Security window opens.

  3. Click the Firewall tab, and then click the Lock icon in the lower left corner of the window.

  4. Type your name and password, and then click OK.

  5. Click Start, if it is not already selected.

  6. In the Security dialog box, click Advanced.

  7. Make sure that the Block all incoming connections box is unchecked.

  8. Make sure that the Automatically allow signed software to receive incoming connection box is checked.

  9. Click the Plus icon (), click HP or Hewlett-Packard, click each HP program, and then click Add.

  10. Click OK.

  11. In the main Security window, click the Lock icon, and then close the window.

Step two: Try to scan

Try scanning again.

If the scan is unsuccessful, continue to the next step.

Step three: Turn off the firewall

Follow these steps to turn off the firewall.

  1. Click the Apple icon (), and then click System Preferences.

  2. In the Personal section, click Security. The Security window opens.

  3. Click the Firewall tab, and then click the Lock icon in the lower left corner of the window.

  4. Type your name and password, and then click OK.

  5. Click Stop, if it is not already selected.

  6. In the main Security window, click the Lock icon, and then close the window.

Step four: Try to scan

Try scanning again.

If the scan is unsuccessful, continue to the next solution.

Solution seven: Contact HP

If you have completed all the troubleshooting steps in this document, contact HP for further assistance. You might need to troubleshoot the Windows registry and printer hardware.

Click Contact HP on this page for more support options.

Scanning workarounds

Use these scanning methods available on your Mac if you continue to have issues, need to scan immediately, or if a full feature driver is not available for your printer.

Scan with Apple Image Capture

Follow these steps to use Apple Image Capture to scan images and documents to your Mac.

Step one: Run Apple Software Update

Follow these steps to run Apple Software Update to make sure that your HP scan driver is up-to-date for use with Mavericks.

Click the Apple menu (), click Software Update, and then click Show Details to install any available software updates.

Step two: Scan with Apple Image Capture

Follow these steps to scan from Apple Image Capture.

  1. Place the item that you want to scan on the scanner glass, or load it into the Automatic Document Feeder (ADF) if your printer has one.

  2. In the Applications folder or from the Dock, click Image Capture.

  3. Select your printer from the list. If your printer connects to a network, select it from the Shared list. The details of the scan display.

  4. If a 'Software for this device is not installed' message displays after you select your printer, click Install, and then follow the instructions to complete the installation.

  5. Click Show Details to view scan settings and options.

    NOTE: Make sure that you select either the Flatbed mode or the Document Feeder mode, depending on your printer and how you plan to scan.
  6. Change any settings as necessary, and then click Scan.

Scan with Apple Preview

Follow these steps to use Apple Preview to scan images and documents to your Mac.

Step one: Run Apple Software Update

Follow these steps to run Apple Software Update to make sure that your HP scan driver is up-to-date for use with Mavericks.

Click the Apple menu (), click Software Update, and then click Show Details to install any available software updates.

Step two: Scan with Apple Preview

Follow these steps to scan from Apple Preview.

  1. Place the item that you want to scan on the scanner glass, or load it into the Automatic Document Feeder (ADF) if your printer has one.

  2. In the Applications folder or from the Dock, click Preview.

  3. From the Preview File menu, select Import from Scanner.

  4. Select your printer from the list. The details of the scan display.

  5. If a 'Software for this device is not installed' message displays after you select your printer, click Install, and then follow the instructions to complete the installation.

  6. Click Show Details to view scan settings and options.

    NOTE: Make sure that you select either the Flatbed mode or the Document Feeder mode, depending on your printer and how you plan to scan.
  7. Change any settings as necessary, and then click Scan.

  8. When the preview image displays on left side, use the mouse to draw a box around the image or area of the image you actually want to save or crop out.

  9. Once the preview image has dotted lines around the image, the scan button should be clickable. Click the Scan button, and then click File / Save to save the image in a variety of formats.

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