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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

PAGE 1
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.
PAGE 2
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. o If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. Skip to the next step.
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The printer cannot print from a computer because a print job is stuck in the print queue. This stuck print job cannot be cancelled or deleted and prevents further print jobs from printing. Clicking Cancel or the Delete Job button does nothing. Step 8: Service the printer Service or replace your HP product if you completed all preceding steps. To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty.