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A 'The HP Deskjet 2510 Series Was Not Found' Message Displays When Scanning for HP Deskjet 2510 and Deskjet Ink Advantage 2515

  • PrintPrint
This document pertains to the HP Deskjet 2510 and Deskjet Ink Advantage 2515 printer series.
An error message displays on the computer: 'The HP Deskjet 2510 series was not found' when you attempt to scan.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.
Follow these steps for the Windows 7 operating system to resolve the issue.

Before you begin troubleshooting

Before you begin working through the solutions, try each of these following options, and then try to scan again.
    Verify that there are no error lights or messages on the control panel.
    To make sure that the printer hardware is functioning correctly, use the printer to make a photocopy. If you cannot make a copy, this document will not help resolve the issue. Search the HP Web site for a document covering the error message that appears on the computer while copying.
    Try each of the following solutions in the order presented. After completing the steps for each solution, test the printer. If the issue is resolved, you do not need to continue troubleshooting. If the printer still does not work, go to the next solution.

Solution one: Restart the devices

Follow these steps to restart all the necessary devices.
NOTE:Make sure that the printer's power cord plugs directly to an electrical outlet and not through a surge protector or power strip.
  1. Shut down the computer.
  2. Press the Power button () to turn off the printer.
  3. Wait 10 seconds.
  4. Restart the computer.
  5. Press the Power button () to turn the printer back on.
  6. Try the scan again.

Solution two: Check for critical updates, patches, or firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.
  1. Turn on the printer.
  2. If the Welcome to HP Support page opens, follow these steps:
    1. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  3. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  4. Make sure that your operating system is selected, and then click Next.
  5. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.
  6. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.
  8. Try to scan again.

Solution three: Use a tool to resolve the issue automatically

Follow these steps to download, install, and then run a tool to resolve scanning issues automatically.
Image: Print and Scan Doctor iconHP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB) Learn more>>

Solution four: Check connectivity

Follow these steps to check the USB connection from the product to the computer.
NOTE:HP supports USB cables less than 3 meters (9 feet 10 inches) in length. If the USB cable is longer than 3 meters (9 feet 10 inches), replace it with a supported cable.

Step one: Make sure that the USB cable is connected correctly to the scanning device

The icon on the USB cable () generally faces up when the cable is connected correctly. Refer to the product documentation if you are not sure how to connect the USB cable to the product. Check the cable to make sure that the icon is facing the correct direction.
Figure 1: Connect the small end of the USB cable to the back of the product
Figure 2: Connect the other end of the USB cable to the computer
If the cable is not connected correctly to the product, reconnect it correctly, and then try the scan again.

Step two: Test the USB connection

To test the USB connection, use the option for your type of USB connection:
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the product.
    3. Try the scan again.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the product.
    3. Try the scan again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.

Step three: Try a different USB cable

  1. Replace the USB cable.
  2. Try the scan again.

Step four: Remove additional USB devices that connect to the computer

If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the product.
  2. Try the scan again.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

Solution five: Check installation

Follow these steps to check the installation or configuration of the printer with the computer.
Follow these steps to completely uninstall, and then reinstall the HP software.

Step one: Uninstall the printer software

Follow these steps to uninstall the printer software.
  1. Right-click the Start button () or the lower left corner of the screen, and then click Programs and Features.
  2. Right-click your HP printer's name, and then click Uninstall. Follow the on-screen instructions to uninstall the software.
    NOTE:If you do not see any HP software in the list, there is no software to remove from your computer.
  3. Repeat the preceding step to remove other HP printer software titles.

Step two: Clear temporary files and folders by running the Disk Cleanup utility

  1. Right-click the Start button () in the lower left corner of the screen, click Search, and then type Disk Cleanup.
  2. Click Free up disk space by deleting unnecessary files.
  3. Select the drive containing the operating system and click OK.
  4. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  5. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  6. After you select the components that you want to remove, click OK.

Step three: Turn off programs that run in the background

When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.
  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.
    If the User Account Control window opens with the message Windows needs your permission to continue, click Continue to close the window.
  2. In the System Configuration window, click the option button beside Selective Startup, and then click the box next to Load startup items to remove the checkmark.
  3. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All.
  4. Click Apply, and then click OK.
  5. When prompted to restart the computer, click Restart.
  6. When the computer turns on, a System Configuration Utility message displays on the computer. Select the Do not show this message again check box, and then click OK.

Step four: Reset the HP All-in-One

Follow these steps to reset the printer.
  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Reinstall the printer software

To make sure that you have the most current version, HP recommends using the downloaded software.
CAUTION:Do NOT connect the USB cable now. Wait until the on-screen instructions prompt you to connect it.
  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. If the Welcome to HP Support page opens, follow these steps:
    1. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 3: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  4. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  5. Scroll down the page, and then click Driver - Product Installation Software.
  6. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step six: Use the MSCONFIG utility to enable the Startup software

Follow these steps to enable the Startup software:
  1. Right-click the Start button () in the lower left corner of the screen, click Run, type msconfig, and then click OK.
    If the User Account Control window opens with the message Windows needs your permission to continue, click Continue to close the window.
  2. In the System Configuration window, click the option button beside Normal Startup.
  3. Click Apply, and then click OK.
  4. When prompted to restart the computer, click Restart.

Step seven: Try the scan again

Try scanning again to see if the issue is resolved.

Solution six: Contact HP

If you have completed all the troubleshooting steps in this document, click contact HP () to troubleshoot the Windows registry and product hardware.
Follow these steps for the Windows 7 operating system to resolve the issue.

Before you begin troubleshooting

Before you begin working through the solutions, try each of these following options, and then try to scan again.
    Verify that there are no error lights or messages on the control panel.
    To make sure that the printer hardware is functioning correctly, use the printer to make a photocopy. If you cannot make a copy, this document will not help resolve the issue. Search the HP Web site for a document covering the error message that appears on the computer while copying.
    Try each of the following solutions in the order presented. After completing the steps for each solution, test the printer. If the issue is resolved, you do not need to continue troubleshooting. If the printer still does not work, go to the next solution.
  Important: You must follow these solutions in the order presented to resolve the issue.
If you need to scan immediately, you can use the following workaround instead of troubleshooting.
Windows7 provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which you can use as an alternative to scan a document when you cannot scan using the HP drivers.
To scan a document using Paint in Windows7, follow these steps:
  1. Click the Windows icon (), click All Programs, click Accessories, and then click Paint.
  2. Click the Paint button (), and then click From Camera or Scanner.
  3. Make any desired setting changes, and then click Scan.

Video of scanning in Paint

The following video demonstrates how to scan with Paint in Windows 7.
If you have trouble viewing the video or to view the video in a different size, view the video on YouTube .

Solution one: Restart the devices

Follow these steps to restart all the necessary devices.
NOTE:Make sure that the printer's power cord plugs directly to an electrical outlet and not through a surge protector or power strip.
  1. Shut down the computer.
  2. Press the Power button () to turn off the printer.
  3. Wait 10 seconds.
  4. Restart the computer.
  5. Press the Power button () to turn the printer back on.
  6. Try the scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Check for critical updates, patches, or firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.
  1. Turn on the printer.
  2. If the Welcome to HP Support page opens, follow these steps:
    1. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  3. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  4. Make sure that your operating system is selected, and then click Next.
  5. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.
  6. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.
  8. Try to scan again.

Solution three: Use a tool to resolve the issue automatically

Follow these steps to download, install, and then run a tool to resolve scanning issues automatically.
Image: Print and Scan Doctor iconHP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB) Learn more>>

Solution four: Check connectivity

Follow these steps to check the USB connection from the product to the computer.
NOTE:HP supports USB cables less than 3 meters (9 feet 10 inches) in length. If the USB cable is longer than 3 meters (9 feet 10 inches), replace it with a supported cable.
Step one: Make sure that the USB cable is connected correctly to the scanning device
The icon on the USB cable () generally faces up when the cable is connected correctly. Refer to the product documentation if you are not sure how to connect the USB cable to the product. Check the cable to make sure that the icon is facing the correct direction.
Figure 4: Connect the small end of the USB cable to the back of the product
Figure 5: Connect the other end of the USB cable to the computer
If the cable is not connected correctly to the product, reconnect it correctly, and then try the scan again.
Step two: Test the USB connection
To test the USB connection, use the option for your type of USB connection:
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the product.
    3. Try the scan again.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the product.
    3. Try the scan again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable.
  2. Try the scan again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the product.
  2. Try the scan again.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

Solution five: Check installation

Follow these steps to check the installation or configuration of the printer with the computer.
Follow these steps to completely uninstall, and then reinstall the HP software.

Step one: Uninstalling the software

Use one of the following methods to uninstall the software.
  1. From the Windows desktop, click the Windows icon (), and then click Control Panel. The control panel window opens.
  2. Under the heading Programs, select Uninstall a program. A list of the programs currently installed on your computer displays. Scroll down the list until you see your HP printer software, and then click on it.
  3. With your printer selected, click Uninstall. Follow the directions of the Windows uninstall wizard.
    NOTE:Using the control panel to uninstall the software does not guarantee that all of its associated files will be deleted. Continue to the next step to make sure all parts of the software are uninstalled.
Your HP printer software includes an uninstall utility used to remove the software without the Windows control panel.
  1. Click on the Windows icon (), and then click All Programs. Scroll down the list and then click on the folder named HP.
  2. From the list that opens, select the folder of the printer you want to uninstall.
  3. From the list of options, select Uninstall, and then follow the instructions to uninstall the product software.

Step two: Clear temporary files and folders by running the Disk Cleanup utility

Follow the instructions to clear temporary files and folders:
  1. To start the Disk Cleanup utility, click the Windows icon (), click All Programs, Accessories, click System Tools, and then click Disk Cleanup.
  2. The Disk Cleanup utility analyzes the hard disk and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deleting temporary Internet files
    • Deleting downloaded program files
    • Emptying the Recycle Bin
    • Deleting files from the Temporary folder
    • Deleting files created by other Windows tools
    • Removing optional Windows components that are not used
  3. After selecting the components to remove, click OK.

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities such as the anti-virus software but are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.
Use the MSCONFIG utility to prevent TSR programs and services from starting up.
  1. On the Windows taskbar, click the Windows icon (), type run in the Search programs and files box, and then press Enter. The Run window appears.
  2. In the Open box, type MSCONFIG and click OK. The MSCONFIG utility window opens.
  3. Click the General tab.
  4. Click Selective Startup.
  5. If there is a check mark next to Load Startup items, click to clear the check box.
  6. Click the Services tab and select the Hide All Microsoft Services box.
  7. Click Disable all.
  8. Click Apply, and then click Close.
    NOTE:If the message 'Access is denied' displays while making changes, click OK. The message will not prevent the changes from being made.
  9. Click Restart to apply the changes the next time the computer is started.
  10. After the computer is restarted and comes back to the Windows Desktop screen, the message 'You’ve used system configuration utility to make changes to the way windows starts' appears. Select the check box next to Do not show this message again.

Step four: Reset the HP All-in-One

Follow these steps to reset the printer.
  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Reinstall the printer software

Use one of the following two methods to reinstall the software. To make sure that you have the most current version, HP recommends using the downloaded software.
CAUTION:Do NOT connect the USB cable now. Wait until the on-screen instructions prompt you to connect it.
During the installation, the Basic Device Software is required to enable full printer functionality. HP also includes valuable software to help you get the most out of your printer.
Follow these steps to install the software with the CD.
  1. Disconnect the USB cable from both the printer and the computer (if you already connected it).
    NOTE:If you previously connected the USB cable, delete any icons for your printer () that might appear in the Windows Devices and Printers folder.
  2. Turn the printer on.
  3. Insert the CD into the CD drive of the computer, and then wait a few seconds for the software installer to start.
    If the installer does not start automatically, click the Windows icon (), click Computer, and then double-click the CD drive.
    NOTE:If the User Account Control screen opens, click Allow to continue.
  4. In the installation window, click Go Online or No thanks, I prefer the basic CD installation.
  5. Follow the on-screen instructions to install the software for a USB connection.
    NOTE:During the installation, you might be prompted to set up the printer hardware. If you have already set up the printer hardware, you can click Next to bypass any hardware setup steps.
If you do not have the CD, you can download the software. Follow these steps to download and then install the software.
  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. If the Welcome to HP Support page opens, follow these steps:
    1. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 6: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  4. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  5. Scroll down the page, and then click Driver - Product Installation Software.
  6. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step six: Use the MSCONFIG utility to enable the Startup software

Follow these steps to enable the Startup software:
  1. On the Windows task bar, click the Windows icon (), and then type run in the Search programs and files box. The Run dialog box appears.
  2. In the Open: box, type MSCONFIG, and then click OK. The MSCONFIG utility window appears.
  3. If no changes to Startup Programs and Services are necessary, click the General tab and select Normal Startup. This selection enables all features to start automatically the next time the computer starts up.
    NOTE:To disable some of the Startup items and non-Microsoft services, leave the check boxes next to the programs to be disabled cleared and select the check boxes for the rest of the programs.
  4. Click Apply, and then click Close.
  5. Click Restart.

Step seven: Try the scan again

Try scanning again to see if the issue is resolved.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution six: Contact HP

If you have completed all the troubleshooting steps in this document, click contact HP () to troubleshoot the Windows registry and product hardware.
Follow these steps for the Windows Vista operating system to resolve the issue.

Before you begin troubleshooting

Before you begin working through the solutions, try each of these following actions, and then try to scan again.
    Make sure that there are no error lights or messages on the control panel of the HP printer.
    To make sure that the printer hardware is functioning correctly, use the printer to make a photocopy. If you cannot make a copy, this document will not help resolve the issue. Search the HP website for a document covering the error message that appears on the computer while copying.
    Try each of the following solutions in the order presented. After completing the steps for each solution, test the printer. If the issue is resolved, you do not need to continue troubleshooting. If the printer still does not work, go to the next solution.
  Important: You must follow these solutions in the order presented to resolve the issue.
If you need to scan immediately, you can use the following workaround instead of troubleshooting.
Windows Vista provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which you can use to scan a document when you cannot scan using the HP drivers.
To scan a document using Windows Photo Gallery in Windows Vista, follow these steps:
NOTE:Before you begin, make sure that the printer is connected to your computer.
  1. Click the Windows Vista () icon, click All Programs, and then click Windows Photo Gallery.
  2. Click File, and then click Import From Camera or Scanner.
  3. Click Import, and then click Scan.

Video of scanning with Windows Photo Gallery

The following video demonstrates how to scan with Windows Photo Gallery. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, view the video on YouTube .

Solution one: Restart the devices

Follow these steps to restart all the necessary devices.
NOTE:Make sure that the printer's power cord plugs directly to an electrical outlet and not through a surge protector or power strip.
  1. Shut down the computer.
  2. Press the Power button () to turn off the printer.
  3. Wait 10 seconds.
  4. Restart the computer.
  5. Press the Power button () to turn the printer back on.
  6. Try the scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Check for critical updates, patches, or firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.
  1. Turn on the printer.
  2. If the Welcome to HP Support page opens, follow these steps:
    1. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  3. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  4. Make sure that your operating system is selected, and then click Next.
  5. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.
  6. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.
  8. Try to scan again.

Solution three: Use a tool to resolve the issue automatically

Follow these steps to download, install, and then run a tool to resolve scanning issues automatically.
Image: Print and Scan Doctor iconHP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB) Learn more>>

Solution four: Check connectivity

Follow these steps to check the USB connection from the product to the computer.
NOTE:HP supports USB cables less than 3 meters (9 feet 10 inches) in length. If the USB cable is longer than 3 meters (9 feet 10 inches), replace it with a supported cable.
Step one: Make sure that the USB cable is connected correctly to the scanning device
The icon on the USB cable () generally faces up when the cable is connected correctly. Refer to the product documentation if you are not sure how to connect the USB cable to the product. Check the cable to make sure that the icon is facing the correct direction.
Figure 7: Connect the small end of the USB cable to the back of the product
Figure 8: Connect the other end of the USB cable to the computer
If the cable is not connected correctly to the product, reconnect it correctly, and then try the scan again.
Step two: Test the USB connection
To test the USB connection, use the option for your type of USB connection:
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the product.
    3. Try the scan again.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the product.
    3. Try the scan again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable.
  2. Try the scan again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the product.
  2. Try the scan again.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

Solution five: Check installation

Follow these steps to check the installation or configuration of the printer with the computer.
Follow these steps to completely uninstall and then reinstall the HP software.

Step one: Uninstalling the software

Use one of the following methods to uninstall the software.
  1. From the Windows desktop, click the Windows icon (), and then click Control Panel. The control panel window opens.
  2. Under the heading Programs, select Uninstall a program. A list of the programs currently installed on your computer displays. Scroll down the list until you see your HP printer software, and then click on it.
  3. With your printer selected, click Uninstall. Follow the directions of the Windows uninstall wizard.
    NOTE:Using the control panel to uninstall the software does not guarantee that all of its associated files will be deleted. Continue to the next step to make sure that all parts of the software are uninstalled.
Your HP printer software includes an uninstall utility used to remove the software without the Windows control panel.
  1. Click the Windows icon (), and then click All Programs. Scroll down the list and then click on the folder named HP.
  2. From the list that opens, select the folder of the printer you want to uninstall.
  3. From the list of options, select Uninstall, and then follow the instructions to uninstall the product software.

Step two: Clear temporary files and folders by running the Disk Cleanup utility

Follow the instructions to clear temporary files and folders:
  1. To start the Disk Cleanup utility, click the Windows icon (), click All Programs, Accessories, click System Tools, and then click Disk Cleanup.
  2. The Disk Cleanup utility analyzes the hard disk and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deleting temporary Internet files
    • Deleting downloaded program files
    • Emptying the Recycle Bin
    • Deleting files from the Temporary folder
    • Deleting files created by other Windows tools
    • Removing optional Windows components that are not used
  3. After selecting the components to remove, click OK.

Step three: Turn off programs that run in the background

When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities such as the anti-virus software but are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.
Use the MSCONFIG utility to prevent TSR programs and services from starting up.
  1. On the Windows taskbar, click the Windows icon (), and then click Run. The Run window appears.
  2. In the Open box, type MSCONFIG and click OK. The MSCONFIG utility window opens.
  3. Click the General tab.
  4. Click Selective Startup.
  5. If there is a check mark next to Load Startup items, click to clear the check box.
  6. Click the Services tab and select the Hide All Microsoft Services box.
  7. Click Disable all.
  8. Click Apply, and then click Close.
    NOTE:If the message 'Access is denied' displays while making changes, click OK. The message will not prevent the changes from being made.
  9. Click Restart to apply the changes the next time the computer is started.
  10. After the computer is restarted and comes back to the Windows Desktop screen, the message 'You’ve used system configuration utility to make changes to the way windows starts' appears. Select the check box next to Do not show this message again.

Step four: Reset the HP All-in-One

Follow these steps to reset the printer.
  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Reinstall the printer software

Use one of the following two methods to reinstall the software. To make sure that you have the most current version, HP recommends using the downloaded software.
CAUTION:Do NOT connect the USB cable now. Wait until the on-screen instructions prompt you to connect it.
During the installation, the Basic Device Software is required to enable full printer functionality. HP also includes valuable software to help you get the most out of your printer.
Follow these steps to install the software with the CD.
  1. Disconnect the USB cable from both the printer and the computer (if you already connected it).
  2. Turn the printer on.
  3. Insert the CD into the CD drive of the computer, and then wait a few seconds for the software installer to start.
    If the installer does not start automatically, click Start (), click My Computer, and then double-click the CD drive.
    NOTE:If the User Account Control screen opens, click Allow to continue.
  4. In the installation window, click Go Online or No thanks, I prefer the basic CD installation.
  5. Follow the on-screen instructions to install the software for a USB connection.
    NOTE:During the installation, you might be prompted to set up the printer hardware. If you have already set up the printer hardware, you can click Next to bypass any hardware setup steps.
If you do not have the CD, you can download the software. Follow these steps to download and then install the software.
  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. If the Welcome to HP Support page opens, follow these steps:
    1. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 9: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  4. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  5. Scroll down the page, and then click Driver - Product Installation Software.
  6. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step six: Use the MSCONFIG utility to enable the Startup software

Follow these steps to enable the Startup software.
  1. On the Windows task bar, click the Windows icon (), and then click Run. The Run dialog box appears.
  2. In the Open: box, type MSCONFIG, and then click OK. The MSCONFIG utility window appears.
  3. If no changes to Startup Programs and Services are necessary, click the General tab and select Normal Startup. This selection enables all features to start automatically the next time the computer starts up.
    NOTE:To disable some of the Startup items and non-Microsoft services, leave the check boxes next to the programs to be disabled cleared and select the check boxes for the rest of the programs.
  4. Click Apply, and then click Close.
  5. Click Restart.

Step seven: Try the scan again

Try scanning again to see if the issue is resolved.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution six: Contact HP

If you have completed all the troubleshooting steps in this document, click contact HP () to troubleshoot the Windows registry and product hardware.
Follow these steps for the Windows XP operating system to resolve the issue.

Before you begin troubleshooting

Before you begin working through the solutions, try each of these following actions, and then try to scan again.
    Make sure that there are no error lights or messages on the control panel of the HP printer.
    To make sure that the printer hardware is functioning correctly, use the printer to make a photocopy. If you cannot make a copy, this document will not help resolve the issue. Search the HP website for a document covering the error message that displays on the computer while copying.
    Try each of the following solutions in the order presented. After completing the steps for each solution, test the printer. If the issue is resolved, you do not need to continue troubleshooting. If the printer still does not work, go to the next solution.
If you need to scan immediately, you can use the following workaround instead of troubleshooting.
Windows XP provides a basic set of scanning drivers, also referred to as Windows Image Acquisition (WIA) drivers, which you can use to scan a document when you cannot scan using the HP drivers.
To scan a document using Paint in Windows XP, follow these steps:
NOTE:Before you begin, make sure that the printer is connected to your computer.
  1. Click Start, point to All Programs, point to Accessories, and then click Paint.
  2. Click File, and then click From Scanner or Camera.
  3. Make any desired setting changes.
  4. Click Scan.

Video of scanning with Paint XP

The following video demonstrates how to scan with Paint in Windows XP. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, view the video on YouTube.

Solution one: Restart the devices

Follow these steps to restart all the necessary devices.
NOTE:Make sure that the printer's power cord plugs directly to an electrical outlet and not through a surge protector or power strip.
  1. Shut down the computer.
  2. Press the Power button () to turn off the printer.
  3. Wait 10 seconds.
  4. Restart the computer.
  5. Press the Power button () to turn the printer back on.
  6. Try the scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Check for critical updates, patches, or firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.
  1. Turn on the printer.
  2. If the Welcome to HP Support page opens, follow these steps:
    1. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  3. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  4. Make sure that your operating system is selected, and then click Next.
  5. Scroll down the page, and then click Firmware, Update, Patch, or Software, if any of these items are available.
  6. If a Critical option is listed for any of the items, click Download, and then follow the on-screen instructions to save the software to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to complete the installation.
  8. Try to scan again.

Solution three: Use a tool to resolve the issue automatically

Follow these steps to download, install, and then run a tool to resolve scanning issues automatically.
Image: Print and Scan Doctor iconHP Print and Scan Doctor: Quickly diagnose and resolve many printing and scanning errors, network connection problems, and driver issues. Available for Windows XP and later.
Click here to get the HP Print and Scan Doctor: Download utility (6.3 MB) Learn more>>

Solution four: Check connectivity

Follow these steps to check the USB connection from the product to the computer.
NOTE:HP supports USB cables less than 3 meters (9 feet 10 inches) in length. If the USB cable is longer than 3 meters (9 feet 10 inches), replace it with a supported cable.
Step one: Make sure that the USB cable is connected correctly to the scanning device
The icon on the USB cable () generally faces up when the cable is connected correctly. Refer to the product documentation if you are not sure how to connect the USB cable to the product. Check the cable to make sure that the icon is facing the correct direction.
Figure 10: Connect the small end of the USB cable to the back of the product
Figure 11: Connect the other end of the USB cable to the computer
If the cable is not connected correctly to the product, reconnect it correctly, and then try the scan again.
Step two: Test the USB connection
To test the USB connection, use the option for your type of USB connection:
    1. Move the USB cable to another available USB port. For example, if the USB cable is plugged in front of the computer, move it to a port in the back of the computer.
    2. Restart the computer and the product.
    3. Try the scan again.
    1. Disconnect the USB cable from the hub or docking station and connect it directly to the computer.
    2. Restart the computer and the product.
    3. Try the scan again.
      If the product works after connecting the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
Step three: Try a different USB cable
  1. Replace the USB cable.
  2. Try the scan again.
Step four: Remove additional USB devices that connect to the computer
If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the product.
  2. Try the scan again.
    If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.

Solution five: Check installation

Follow the steps to check the installation or configuration of the printer with the computer.
Follow these steps to completely uninstall and then reinstall the HP software.

Step one: Uninstalling the printer software

Use one of the methods below to uninstall the printer software.
  1. From the Windows desktop, click Start (), and then click Control Panel. The control panel window opens.
  2. Click Programs. A list of the programs currently installed on your computer displays.
  3. Scroll down until you see your HP printer software, and then click on it.
  4. With your printer selected, click Uninstall. The Windows uninstall wizard opens.
  5. Follow the on-screen instructions to uninstall the printer software.
    NOTE:Using the control panel to uninstall the software does not guarantee that all associated files will be deleted. Continue to the next step to make sure all parts of the software are uninstalled.
Your HP printer software includes an uninstall utility used to remove the software without the Windows control panel.
  1. Click the Start () menu, and then click All Programs. Scroll down, and then click on the folder named HP.
  2. From the list that opens, select the folder of the printer you want to uninstall.
  3. From the list of options, select Uninstall and then follow the instructions to uninstall the product software.

Step two: Clear temporary files and folders by running the Disk Cleanup utility

Instructions follow, but you can view a YouTube video of this procedure:
Click this link, Video: Running the Disk Cleanup utility to view the video on YouTube.
Follow the instructions to clear temporary files and folders:
  1. To start the Disk Cleanup utility, click Start, point to Programs, Accessories, click System Tools, and then click Disk Cleanup.
  2. The Disk Cleanup utility analyzes the hard disk and then presents a report with a list of options with check boxes next to them. Select the appropriate check boxes to remove the unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deleting temporary Internet files
    • Deleting downloaded program files
    • Emptying the Recycle Bin
    • Deleting files from the Temporary folder
    • Deleting files created by other Windows tools
    • Removing optional Windows components that are not used
  3. After selecting the components to remove, click OK.

Step three: Turn off programs that run in the background

Instructions follow, but you can view a YouTube video of this procedure:
Click this link, Video: Turning off programs that run in the background to view this video on YouTube.
When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.
Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.
  1. Click Start, and then click Run. The Run dialog box appears.
  2. In the Open: box, type MSCONFIG, and then click OK. The MSCONFIG Utility window appears.
  3. Click the General tab.
  4. Click Selective Startup.
  5. If there is a check mark next to Load Startup items, click to clear the check box.
  6. Click the Services tab and select the Hide All Microsoft Services check box.
  7. Click Disable all.
  8. Click Apply, and then click Close.
  9. If an 'Access is denied' message appears on the computer while making changes, click OK. This message does not prevent you from making changes.
  10. Click Restart.
    The message 'You’ve used system configuration utility to make changes to the way windows starts' appears on the Windows desktop.
  11. Select the Do not show this message again check box, and then click OK.

Step four: Reset the HP All-in-One

Follow these steps to reset the printer.
  1. Press the Power button () to turn on the product.
  2. With the product turned on, disconnect the power cord from the rear of the product.
  3. Unplug the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.

Step five: Reinstall the printer software

Use one of the following two methods to reinstall the software. HP recommends downloading the software to make sure that you have the most current version.
CAUTION:Do NOT connect the USB cable now. Wait until the on-screen instructions prompt you to connect it.
Use one of the following methods to install HP software on a Windows XP computer.
During the installation, the Basic Device Software is required to enable full printer functionality. HP also includes valuable software to help you get the most out of your printer.
Follow these steps to install the software with the CD.
  1. Disconnect the USB cable from both the printer and the computer (if you already connected it).
  2. Turn the printer on.
  3. Insert the CD into the CD drive of the computer, and then wait a few seconds for the software installer to start.
    If the installer does not start automatically, click Start (), click My Computer, and then double-click the CD drive.
  4. In the installation window, click Go Online or No thanks, I prefer the basic CD installation.
  5. Follow the on-screen instructions to install the software for a USB connection.
    NOTE:During the installation, you might be prompted to set up the printer hardware. If you have already set up the printer hardware, you can click Next to bypass any hardware setup steps.
If you do not have the CD, you can download the software. Follow these steps to download and install the software.
  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. If the Welcome to HP Support page opens, follow these steps:
    1. In the Enter product name or number field, type your printer model or number.
    2. In the Questions or keywords field, type driver, and then press Enter.
      You might need to select your printer model number from a list of similar printer models.
    3. Next to the image of your printer, click the name of your printer.
      Figure 12: Example of the link to your printer homepage
      Image: Example of the link next to your printer homepage
    4. On the HP support site, click Drivers.
  4. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  5. Scroll down the page, and then click Driver - Product Installation Software.
  6. Click Download next to the full feature software and driver listed, and then follow the prompts to save the driver to your computer.
  7. Open the folder where the software file saved (usually Downloads), double-click the file, and then follow the on-screen instructions to install the software.

Step six: Use the MSCONFIG utility to enable the Startup software

Instructions follow, but you can view a YouTube video of this procedure:
Click this link, Video: Using the MSCONFIG utility to enable the Startup software to view the video on YouTube.
Follow these steps to enable the Startup software:
  1. Click Start, and then click Run (). The Run dialog box appears.
  2. In the Open: box, type MSCONFIG, and then click OK. The MSCONFIG utility window appears.
  3. If no changes to Startup Programs and Services are necessary, click the General tab and select Normal Startup. This selection enables all features to start automatically the next time the computer starts up.
    NOTE:To disable some of the Startup items and non-Microsoft services, leave the check boxes next to the programs to be disabled cleared and select the check boxes for the rest of the programs.
  4. Click Apply, and then click OK.
  5. Click Restart.

Step seven: Try the scan again

Try scanning again to see if the issue is resolved.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution six: Contact HP

If you have completed all the troubleshooting steps in this document, click contact HP () to troubleshoot the Windows registry and product hardware.

HP Support forums

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