hp-support-head-portlet

Actions
Loading...
HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...

hp-concentra-wrapper-portlet

Actions
Loading...

HP Printers - USB Scanner Connection Error (Windows)

This document is for HP multifunction printers connected to a Windows computer with a USB cable.
When you try to scan, the computer or the scanner is not found or the scan fails. An error message displays:
  • An error occurred communicating with the scanning device
  • Computer not found
  • Scanner not found

Step 1: Run the Print and Scan Doctor

Download and run HP Print and Scan Doctor  to automatically diagnose and resolve printer hardware and connection issues.
After the Print and Scan Doctor opens, click Fix Scanning to test your scanner, and then follow any instructions to resolve the issue.
Try to scan. If the error persists, continue to the next step.

Step 2: Uninstall and reinstall the printer software

Resolve scan connection issues by uninstalling the printer software before reinstalling the latest driver.
  1. Disconnect the USB cable from the printer, if necessary.
  2. In Windows, search for and open Control Panel.
  3. Under Programs or Programs and Features, click Uninstall a program to open the list of installed programs.
  4. Click the HP printer name to open the uninstall confirmation window, and then click Yes to complete the software removal.
  5. Make sure the printer is turned on, cartridges are installed, and plain paper is loaded in the main tray.
  6. Go to 123.hp.com. This guided service automatically locates the correct print driver or app for your computer operating system version.
  7. Follow the instructions to download and install the driver or app. During the installation, select HP Smart or the full software option to get the most out of your HP printer, and then follow the steps to set up the printer connection.
Try to scan. If the error persists, continue to the next step.

Step 3: Check Windows Image Acquisition settings

Windows Image Acquisition (WIA) is a Windows service that helps communication between the computer and scanners. If WIA is not activated, scan jobs can fail.
  1. In Windows, search for and open View local services.
  2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).
  3. Look at the Status and Startup Type values.
    • If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. Skip to the next step.
      Making sure WIA Status is Running, and Startup Type is Automatic
    • If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.
      If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.
  4. Try to scan. If the error persists, continue to the next step.

Step 4: Troubleshoot the printer connection

At this point, the printer is probably not connected to your computer.
Go to Troubleshoot a USB Printer Connection for more information.

hp-feedback-input-portlet

Actions
Loading...

hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Flag New Zealand

hp-detect-load-my-device-portlet

Actions
Loading...