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HP Printers - Network Scanner Connection is Lost (Windows)

This document is for HP multifunction printers connected to a Windows computer on a wired or wireless network.
When you try to scan, the computer or the scanner is not found. One of the following communication or scan connection errors displays and the scan fails.
  • An error occurred communicating with the scanning device
  • An error occurred while communicating with the HP imaging device
  • Computer not found
  • No Computer Detected
  • Scan to computer is currently unavailable
  • Scanner not found
  • Scanner Unreachable
  • The scanner could not be initialized
Step 1: Restart devices and check driver scan settings
Restarting the computer and printer can restore the lost scan connection.
  1. Turn off the printer.
  2. Make sure the printer power cord connects directly to an electrical outlet and not through a surge protector or power strip.
  3. Close all running programs on your computer, then shut down the computer.
  4. Turn on the printer.
  5. Turn on the computer.
  6. Search Windows for your printer model name, and click the printer name in the list of results.
    • If HP Printer Assistant opens, click Scan a Document or Photo, then make sure the check box is selected next to Automatically start Scan to Computer when I log onto Windows.
    • If HP Solution Center opens, click Scan Settings to view scan connection status, settings, and preferences.
    • If your printer name is not in the results, skip to the step to install the HP software for your printer.
  7. Try to scan.
If the error persists, continue to the next step.
Step 2: Check the network and printer connection status
Make sure your network is working correctly and the printer is ready for scanning.
  1. Make sure the printer is connected to the network.
    • Wireless network connection: On the printer, open the Wireless network or Settings menu to make sure the wireless signal is turned on. Make sure the Wireless icon light is on and steady.
    • Wired network connection: Make sure the cable is connected to the printer Ethernet port and to an available port on the router. The green link light should be steady, and the orange activity light should blink.
      Figure : Connect the cable to the printer and to the router
      Connect the Ethernet cable to the printer and to the router
  2. If you have a dual band router, make sure it is set to the 2.4 GHz band. If your router is set to the 5 GHz band, the printer cannot scan on the network.
  3. On the computer, mouse over the network icon in the notification area to view the network name and status of the connection.
     note:
    If you are using a Virtual Private Network (VPN), disconnect from it when trying to scan.
    Figure : Example of a wireless network icon showing the network name and connection status
    Example of the network icon showing the network name and connection status
    • If the network shown is not yours (for instance, if you connected to a neighbor's or guest network), you must reconnect to your own network to scan.
    • If the network signal strength is weak, move the computer and printer closer to the router, position the devices away from large metal objects such as bookcases, and move away from devices that emit radio signals such as microwaves and cordless phones.
    • If the network status is not connected, confirm that your network is working correctly, then check the status again. Make sure a check mark displays next to the network name.
    • If an Airplane icon displays, click the icon, slide the Airplane mode slider to Off, then connect to your wireless network.
      Figure : Example of Airplane mode enabled
      Image: Example of Airplane mode enabled
  4. Try to scan.
If the error persists, continue to the next step.
HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing problems. Download and run HP Print and Scan Doctor  to quickly and automatically perform several troubleshooting tasks known to resolve this issue. When this link is clicked, HP Print and Scan Doctor is downloaded using your Internet browser's download capabilities.
After the Print and Scan Doctor opens, click Fix Scanning to review a list of issues and fixes.
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points , the test failed and required user action, but the step was skipped.
    • If you see a red X , follow the on-screen instructions to resolve the issue.
  2. Click Test Scan or Skip.
    • If you click Test Scan, the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
If the error persists, continue to the next step.
Step 4: Uninstall the printer software
Resolve scan connection issues by uninstalling the printer software before reinstalling the latest driver.
Do not disconnect the printer from the network when uninstalling the software.
  1. Search Windows for uninstall a program, and then click the Uninstall a program Control Panel setting in the list of results.
  2. In the list of installed programs, click your HP printer name, and then click Uninstall or Yes to confirm the uninstall.
  3. Follow the on-screen instructions to complete the software removal.
  4. Restart the computer.
Continue to the next step.
Step 5: Reinstall the HP software
Go to HP Customer Support to download the most current version of the full feature software for your printer.
 note:
As an alternative, you can use the software disc if it supports the operating system installed on your computer.
  1. Turn on the printer.
  2. If your printer is connected to the computer with a USB cable, disconnect the cable from the printer.
  3. If prompted, select a method to identify your printer model, and then follow the on-screen instructions to go to the download page.
  4. Click Download next to the full feature driver.
  5. Use the HP Download and Install Assistant for a guided driver download and installation, or select Download only to manually open or run the driver file through your Internet browser’s download tools.
  6. During the installation, select the Typical or Recommended type of installation when prompted by the software installer. If you choose a Minimum installation, read the description of each software component carefully to avoid unintended loss of printer functionality.
If the error persists, continue to the next step.
Step 6: Check Windows Image Acquisition settings
Windows Image Acquisition (WIA) is a service in the Windows operating system that supports communication between the computer and scanners. If WIA is not activated, scan jobs can fail.
  1. Search Windows for view local services, then click the View local services Control panel setting in the list of results.
    The Services window opens.
  2. Find Windows Image Acquisition (WIA) in the Name column and look at the Status and Startup type values.
    • If the status is 'Started' and the Startup type is 'Automatic', WIA is running correctly. Skip to the next step.
    • If the status is 'Disabled', right-click Windows Image Acquisition (WIA), click Properties, click the General tab, click Start under the Service status, then select Automatic from the Startup type dropdown menu.
       note:
      If you cannot start WIA, make sure the following services are also Started and set as the Automatic startup type.
      • Remote Procedure Call (RPC)
      • Shell Hardware Detection
      • RPC Endpoint Mapper
      • DCOM Server Process Launcher
  3. Try to scan.
If the error persists, continue to the next step.
Step 7: Temporarily disable firewall software on the computer
Firewall software helps block threats from outside your network, but some settings or configurations can block communication with network printers. Use the Print and Scan Doctor to identify and temporarily disable firewall software on your computer.
  1. Return to the Print and Scan Doctor, click Network, then click Troubleshoot Firewalls.
    Figure : Troubleshoot Firewalls in the drop-down menu
    Image: Click Troubleshoot Firewalls in the drop-down menu.
  2. Click the name of any firewall software on your system that has an Enabled status, then click Disable.
    Figure : Example of the Troubleshooting Firewalls window
    Example of the Troubleshooting Firewalls window
  3. Try to scan.
    • If you can scan, consult the firewall software support site to change settings such as security level, trusted zones, and open ports to allow communication with your printer. After changing the settings, re-enable the firewall in the Print and Scan Doctor.
    • If you cannot scan, the firewall software is not causing the issue. Re-enable the firewall in the Print and Scan Doctor, then continue to the next step.
Step 8: Try scanning workarounds
Use these workarounds to scan if the previous steps did not resolve the issue. Some workarounds might be unavailable depending on the printer. Try one of the other workarounds if the first method you tried did not work.
Frequently asked questions
Review these frequently asked questions about scan issues.

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