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HP Printers - HP Scan Software Does Not Open or Scan on a USB Connected Printer (Windows)

This document applies to HP All-in-One printers with a USB connection for the Windows operating system.
When you try to scan in Windows, you experience one of the following conditions:
  • When you try to scan from the HP software, the HP Scan window does not open and the printer does not scan the image. A scan connection, communication, or initialization error message might also display.
  • When you try to scan from the front panel of the printer, the message 'Communication or connection to the computer is lost; or the software is not properly installed' might display.
After each troubleshooting step, try your scan job again. If you are able to scan successfully, the issue is resolved, and you can stop troubleshooting.
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, and then follow the on-screen instructions to try resolving the issue.
  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.
Step 2: Uninstall the driver
Uninstall the existing driver in order to install an updated driver.
  1. If your printer is connected to the computer with a USB cable, disconnect the USB cable from the printer.
  2. Search Windows for uninstall a program, and click the Uninstall a program Control Panel setting in the list of results.
  3. In the list of installed programs, click your HP printer name, and then click Uninstall or Yes to confirm the uninstall.
  4. Follow the on-screen instructions to complete the software removal. If necessary, repeat these steps for any other HP printer-related software in the list.
  5. Restart the computer.
Step 3: Reinstall the driver
After you completely uninstall any HP software from your computer, go to the HP website to download the most current version of your printer’s full feature software. This makes sure that your printer has complete functionality.
  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. Use one of the available methods to identify your printer model.
    The software and driver results page displays when the printer model is identified.
    Figure : Example of the Software and driver results page
    Image: Example of the Software and driver results window
  4. Check to see if your operating system is correctly identified. If your operating system is not correct, click Edit, select your operating system and version from the drop-down menus, then click Update.
  5. Under Driver - Product Installation Software, click Download next to the full feature driver (recommended), or click Basic Drivers for other driver download options.
  6. If an HP Download and Install Assistant window displays, select Use HP Download and Install Assistant (Recommended) or Download only, then click Next.
    Figure : Example of the HP Download and Install Assistant window
    Image: Example of the HP Download and Install Assistant window
  7. Follow the on-screen instructions to save the driver to your computer.
  8. If you used the Download only method, open or run the driver file, then follow the on-screen instructions to install the software.
Step 4: Check the Windows Image Acquisition (WIA) services
Make sure that the Windows Image Acquisition (WIA) services are functioning correctly.
  1. Search Windows for Services, and click Services in the list of results.
  2. Click View local services.
    If prompted, click Yes.
  3. In the Services window, right-click Windows Image Acquisition (WIA) service, and then click Properties.
  4. Click the Dependencies tab.
  5. Make sure that Remote Procedure Call (RPC) is listed, and then close the Properties window.
  6. In the main Services window, make sure that Remote Procedure Call (RPC) shows as 'Started' in the Status column. If it does not, continue to the next step to start the service.
  7. In the Services window, right-click Windows Image Acquisition.
    • If the option to start the service is available, click Start.
    • If the option to stop the service is available, click Stop. When the service stops, right-click Windows Image Acquisition (WIA) again, and then start the service.
  8. Close the Services window.
  9. Restart your computer and try to scan again.
Click Contact Support on this page for more support options.

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