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HP Customer Support - Knowledge Base

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Need Windows 11 help?
Check the information on compatibility, upgrade, and available fixes from HP and Microsoft. Windows 11 Support Center

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HP printers - Scanner not found or connected (Windows, macOS)

When you try to scan in Windows or macOS, the computer or scanner cannot be found and the scan fails.

One of the following error messages might display:

An error occurred communicating with the scanner or scanning device
No Computer Detected or Computer not found
Scanner not found
Scan to computer is currently unavailable.

Troubleshoot scanner connection issues (Windows)

Identify and resolve scanner connection issues on a Windows computer.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Scan using the printer device driver

Try scanning from the printer driver if scanning from HP Smart or other apps does not work.

Procedure

Make sure the printer is on and ready, and then load your original into the scanner.
In Windows, search Control Panel, and then open Control Panel.
Click Devices and Printers.
Find your printer in the list of devices and make sure it is online (a green circle with a check overlays its icon).
Right-click the printer driver and select Start scan.
Make any desired changes, and then click Preview.
Adjust the area you want to scan by dragging the boundary lines to surround the image you want to save, and then click Scan.
After the item is scanned, click Next, enter the name of the scanned image, and then click Import.

By default, scanned files are saved to your Pictures folder in a folder named by date and the name of your scan.

Uninstall HP print driver and use HP Smart (Windows)

Uninstall the HP print driver and install and use HP Smart on a Windows computer.

Procedure

Disconnect any USB cables from the printer.
In Windows, search for and open Add or remove programs.
Look for your HP printer name in the list of programs.
- If you find your printer, click the printer name, and then click Uninstall.
- If you do not find your printer, search for and open Printers & scanners, click your printer, and then click Remove device.
If a User Account Control message displays, click Yes.
Follow the instructions to complete the software removal, and then restart the computer.
Go to 123.hp.com to download and install HP Smart.

Check Windows Image Acquisition settings

Windows Image Acquisition (WIA) allows communication between the computer and scanner. If WIA is not on or running correctly, scan jobs can fail.

Procedure

In Windows, search for and open View local services.
Next to Windows Image Acquisition (WIA), check the Status and Startup Type.
- If the status is 'Started' or 'Running' and the Startup Type is 'Automatic', WIA is working correctly. No further action is required.
- If the status is 'Disabled' or blank, continue with these steps.
Right-click Windows Image Acquisition (WIA), and then select Properties.
On the General tab, select Automatic from the Startup type drop-down.
Under Service status, click Start.
If the Start button is grayed out, return to the Services list and make sure the following services are running and set as Automatic.
- DCOM Server Process Launcher
- Remote Procedure Call
- RPC Endpoint Mapper
- Shell Hardware Detection
Try to start WIA again.

Troubleshoot your printer connection

Identify and resolve printer connection issues.

Troubleshoot the USB printer connection

Uninstall the printer with Device Manager and then reinstall the latest driver from HP to resolve scan connection issues.

Procedure

Search Windows for and open Device Manager.
Double-click Imaging Devices.
Right-click the HP printer name, and then select Uninstall device to confirm the uninstall.

Uninstall any other instances of the printer in the list.
Double-click Printers, and then uninstall any instances of the printer, if present.
In Windows, search for and open Add or Remove Programs.
In the list of installed programs, click your HP printer name, and then click Uninstall. If your printer name does not display, select HP Smart, and then click Uninstall.
Disconnect the device when prompted during the uninstall process.
Restart the computer.
Go to 123.hp.com to download the latest driver.
Open the downloaded file to start the guided software and driver installation.

Note:
Do not connect the USB cable until prompted by the installer.

Troubleshoot the wireless printer connection

Check network issues and setup requirements if the printer is not found during software installs or when wireless print jobs fail.

Poor network connection: Move the printer and computer or mobile device closer to the wireless router, and then check if the signal quality improved. Try opening a website to see if the internet connection is working properly. If Wi-Fi is slow or intermittent, restart the router by disconnecting the power cord, waiting 15 seconds, and then reconnecting the cord.
Printer is off or in sleep mode: Touch the control panel or press the Power button to wake the printer and put it in a ready state. Sometimes the printer status might display Offline when it is actually ready.
Check the printer connection status: Make sure the wireless signal is on, and the printer is connected to the same network as your computer or mobile device. If your printer has a light next to a Wireless icon or button , make sure the light is on. If it is off or blinks, the printer is disconnected from the network.
Reconnect the printer to the network: Place the printer within range of the Wi-Fi router signal, and then connect it to the network.
- Printers with a touchscreen control panel: Open the Setup, Network, or Wireless settings menu, select Wireless Setup Wizard, and then follow the instructions to select the network name and enter the password.
- Printers without a touchscreen control panel: Press and hold the Wireless button for five seconds or until the wireless light starts to flash. Within two minutes, press and hold the WPS (Wi-Fi Protected Setup) button on the router until the connection process begins. The printer Wireless light stops flashing when the connection completes.
- HP Deskjet 6000 and 6400, ENVY 6000 and 6400, and Tango printers: Press and hold the Wi-Fi button and the Power button on the back of the printer for five seconds until the blue bar flashes. Within two minutes, press and hold the WPS button on the router until the connection process begins. The blue bar stops flashing when the connection completes.
Restart devices: Restart the printer and the computer or mobile device to clear possible error conditions.
Print a Wireless Test Report: Search the HP Customer Support website for your printer model, and then search for self test page to find the document on how to print and evaluate the report.
Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.
Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.
Wireless isolation could be causing your printer to appear offline. Check with your router manufacturer for more information.

Troubleshoot the wired network connection

Make sure you are using an undamaged Ethernet cable, check for a green light near the Ethernet port on the printer, and then print a report to verify the connection.

Procedure

Turn off the printer, and then disconnect the Ethernet cable from the router and the printer.
Check the cable for damage, and then verify that it is an Ethernet cable and not a phone cable.

Note:
Ethernet and phone cables look similar, but Ethernet cables are usually bigger and have eight visible wires on the connector.
Reconnect the cable to a different Ethernet or LAN port on the router, and then connect the other end to the printer's Ethernet port.
Turn on the printer.
Check the lights on the printer's Ethernet port to make sure the connection is successful. The green light should be steady, and the orange activity light should blink.
Print a Network Configuration Report.
- HP Smart app: From the app home screen, click the image of your printer, click Printer Reports under Tools, and then select Network Configuration Report.
- Printers with a touchscreen control panel: On the control panel, open the Wireless or Network Settings menu, and then select Network Configuration Report or Network Configuration Page.
- HP printers without a touchscreen control panel: On the control panel, press and hold the Wireless and Information buttons. Printing reports from the control panel can vary by printer model.
  
  Depending on your printer, another method might be:
  - Press the Wireless and Resume/Cancel buttons at the same time.
  - Press and hold the Information button until all buttons light up, and then press and hold the Resume button or press the Information Resume buttons.
  - Press and hold the Resume button ( or ) until the Ready light blinks
Make sure the Network Status is Ready, or follow any instructions to resolve network issues identified on the report.

Troubleshoot scanner connection issues (Mac)

Identify and resolve scanner connection issues on a Mac.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Reset the printing system (macOS)

Resetting the printing system on a Mac can resolve problems such as print jobs stuck in the queue, connection issues, and incomplete driver setups.

About this task

Note:

A printing system reset removes all HP and non-HP printers and scanners, and clears all print jobs and saved print settings. All printers and scanners must be set up again after completing the reset.

Procedure

Click the Spotlight icon , and then search for and open Printers & Scanners.
Right-click or click while pressing Control in the Printers list, and then select Reset printing system to complete the reset.
Restart the printer.
Click Add Printer, Scanner, or Fax or the Add button , select your printer in the list, and then click Add.

Uninstall the HP software and use the HP Smart app (macOS)

Uninstall the HP print driver and then install the HP Smart app to set up and use the printer.

Procedure

Download and install HP Easy Start from 123.hp.com/setup.
From the HP Easy Start drop-down menu, select Uninstall HP Software.
Follow the prompts to uninstall all HP software.
Download and open the HP Smart app from HP Smart - Mac App Store (in English), and then follow the prompts to set up your printer.

Troubleshoot your printer connection

Identify and resolve printer connection issues.

Troubleshoot the wireless printer connection

Check network issues and setup requirements if the printer is not found during software installs or when wireless print jobs fail.

Poor network connection: Move the printer and computer or mobile device closer to the wireless router, and then check if the signal quality improved. Try opening a website to see if the internet connection is working properly. If Wi-Fi is slow or intermittent, restart the router by disconnecting the power cord, waiting 15 seconds, and then reconnecting the cord.
Printer is off or in sleep mode: Touch the control panel or press the Power button to wake the printer and put it in a ready state. Sometimes the printer status might display Offline when it is actually ready.
Check the printer connection status: Make sure the wireless signal is on, and the printer is connected to the same network as your computer or mobile device. If your printer has a light next to a Wireless icon or button , make sure the light is on. If it is off or blinks, the printer is disconnected from the network.
Reconnect the printer to the network: Place the printer within range of the Wi-Fi router signal, and then connect it to the network.
- Printers with a touchscreen control panel: Open the Setup, Network, or Wireless settings menu, select Wireless Setup Wizard, and then follow the instructions to select the network name and enter the password.
- Printers without a touchscreen control panel: Press and hold the Wireless button for five seconds or until the wireless light starts to flash. Within two minutes, press and hold the WPS (Wi-Fi Protected Setup) button on the router until the connection process begins. The printer Wireless light stops flashing when the connection completes.
- HP Deskjet 6000 and 6400, ENVY 6000 and 6400, and Tango printers: Press and hold the Wi-Fi button and the Power button on the back of the printer for five seconds until the blue bar flashes. Within two minutes, press and hold the WPS button on the router until the connection process begins. The blue bar stops flashing when the connection completes.
Restart devices: Restart the printer and the computer or mobile device to clear possible error conditions.
Print a Wireless Test Report: Search the HP Customer Support website for your printer model, and then search for self test page to find the document on how to print and evaluate the report.
Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.
Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.
Wireless isolation could be causing your printer to appear offline. Check with your router manufacturer for more information.

Troubleshoot the wired network connection

Make sure you are using an undamaged Ethernet cable, check for a green light near the Ethernet port on the printer, and then print a report to verify the connection.

Procedure

Turn off the printer, and then disconnect the Ethernet cable from the router and the printer.
Check the cable for damage, and then verify that it is an Ethernet cable and not a phone cable.

Note:
Ethernet and phone cables look similar, but Ethernet cables are usually bigger and have eight visible wires on the connector.
Reconnect the cable to a different Ethernet or LAN port on the router, and then connect the other end to the printer's Ethernet port.
Turn on the printer.
Check the lights on the printer's Ethernet port to make sure the connection is successful. The green light should be steady, and the orange activity light should blink.
Print a Network Configuration Report.
- HP Smart app: From the app home screen, click the image of your printer, click Printer Reports under Tools, and then select Network Configuration Report.
- Printers with a touchscreen control panel: On the control panel, open the Wireless or Network Settings menu, and then select Network Configuration Report or Network Configuration Page.
- HP printers without a touchscreen control panel: On the control panel, press and hold the Wireless and Information buttons. Printing reports from the control panel can vary by printer model.
  
  Depending on your printer, another method might be:
  - Press the Wireless and Resume/Cancel buttons at the same time.
  - Press and hold the Information button until all buttons light up, and then press and hold the Resume button or press the Information Resume buttons.
  - Press and hold the Resume button ( or ) until the Ready light blinks
Make sure the Network Status is Ready, or follow any instructions to resolve network issues identified on the report.

Troubleshoot the printer USB connection

Check the USB cable for damage and recommended length, and then restart your printer and computer.

Procedure

Turn off the printer and the computer.
Disconnect the USB cable from the computer and printer, and then inspect the cable.
- If the cable is damaged or longer than 3 m (9 ft 10 in), replace it.
- If the cable is undamaged and shorter than 3 m (9 ft 10 in), connect the cable to a different USB port on the computer. The port should be USB 2.0 or greater. If you are using a USB hub or docking station, connect the cable directly to the computer.
Connect the cable to the printer.
Turn on the computer, and then wait for the startup process to complete.
Turn on the printer, and then add the printer (Mac) or wait for the computer to install the new device (Windows).

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