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A 'Connection Error' or 'No Computer Found' Error Message Displays When Attempting to Scan from the Printer Control Panel

  • PrintPrint
This document is for the HP Deskjet Ink Advantage 6520 and Photosmart 6520 e-All-in-One printer series.
When you try to scan from the printer control panel, a 'Connection Error' or a 'No Computer Found' error message displays on the control panel. The printer cannot scan.
To successfully scan, the computer must be turned on, you must install the printer software, and the printer must be connected to the computer. For network connections, you must enable the Manage Scan to Computer connection from the HP software.
Select your connection type for steps to resolve the connection issue in Windows 8.
Follow these solutions in the order presented to troubleshoot scan connection issues on a wireless network.

Solution one: Enable the Manage Scan to Computer connection

Follow these steps to enable and maintain the scan connection between the printer and your computer.
Step 1: Enable the Manage Scan to Computer connection
  1. Press the Power button to turn the printer on.
  2. Open the HP software using one of the following methods:
      Double-click the printer icon () on your desktop.
      Right-click the Start button () or the lower left corner of the screen, click Search, type HP, and then click your printer.
    NOTE:If you cannot locate the software, it is not installed. If the software is not installed, go to Installing the Printer Software for a Wireless Network Connection .
  3. Click Scanner Actions, and then click Manage Scan to Computer.
  4. Click Enable to enable the scan function. If the scan function is already enabled, click Disable, and then click Enable again.
  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.
Step 2: Maintain the connnection between the printer and computer (optional)
When your computer enters hibernate, sleep, or standby mode, the scan connection between your printer and the computer is lost. To maintain the connection, adjust your computer power settings.
Follow these steps to change your computer power options.
  1. Right-click the Start button () or the lower left corner of the screen, and then click Control Panel.
  2. Click Power Options, and then click Change when the computer sleeps.
  3. In the dropdown menu next to Put the computer to sleep, select Never.
  4. Click Change advanced power settings and change the following settings.
    • Double-click Hard disk, double-click Turn off hard disk after, click Setting, and then click the down arrow until Never displays.
    • Double-click Sleep, double-click Allow hybrid sleep, click Setting, and then select Off in the dropdown menu.
    • Double-click Sleep, double-click Hibernate after, click Setting, and then click the down arrow until Never displays.
    • Click Apply.

Solution two: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
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 three: Restart the computer, printer, and network router

Follow these steps to troubleshoot wireless network connection issues.
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. Restart your computer.
  2. Press the Power button to turn the printer off and then on again. If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for it to completely turn off, and then reconnect the power cord.
  3. If you are using a network router or access point, disconnect the power cable from the router or access point, wait 60 seconds, and then reconnect the cable.
  4. On the computer, open the printer software from the desktop icon or the programs menu, and then click Manage Scan to Computer to enable the connection to the printer.
  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution four: Check connectivity

Print a test page to check if the printer is connected to the network.
  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.
  2. On the printer control panel, touch the Wireless icon (), and then touch Print Info. The printer prints the pages.

Solution five: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer, you might have missed notification of important updates to your software and firmware. Follow these steps to check your printer page for updates that you can download.
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  4. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  5. Click Firmware, Update, Patch, or Software, if these items are available.
  6. If there is a Critical option listed in each of the items, click it.
  7. Click Download, and then follow the on-screen instructions to complete the installation.
  8. Try to scan again.

Solution six: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.
Step 1: Uninstall the software
NOTE:Do not disconnect the printer from the network to uninstall the software.
  1. Right-click the Start button () in 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.
  3. Follow the on-screen instructions to uninstall the software.
Step 2: Remove unnecessary files and folders with Disk Cleanup
  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 3: Restart the computer
  1. Right-click the Start button () in the lower left corner of the screen, click Search, and then type restart.
  2. Click Restart in the results.
  3. Click Power.
  4. Click Restart.
Step 4: 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 5: Configure the firewall
NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 1: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    1. Open your firewall software, and then locate the configuration settings.
      Important: Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.
Step 6: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Step 7: Re-enable startup programs and services
  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.
Follow these solutions in the order presented to enable the scan connection when the printer connects to the computer with a USB cable.
Figure 2: Example of a USB connection
Image: USB connection

Solution one: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
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 two: Make sure that the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.
Step 1: Check to see if the HP software is installed
Use one of the following methods to check if the software has been installed on your computer.
    If the HP software is installed, the icon for your printer () and the scan icon () display on the Windows desktop.
    Right-click the Start button () or the lower left corner of the screen, click Search, and then type HP. If the HP software is installed, the name of your printer displays in the search results.
Step 2: Restart the computer and the printer
Important: You must follow these steps in the order presented.
  1. Move the mouse cursor or touch and hold the top-right or bottom-right of the screen to activate the Charms Bar.
  2. Click or tap Settings.
  3. Click or tap Power.
  4. Hold the Shift key down, and then click or tap Shut down.
    NOTE:When you hold the Shift key down while clicking Shut down, it causes the computer to fully shut down, which clears network settings from the computer.
  5. Press the Power button to turn off the printer.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  6. Turn on the computer.
  7. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.
Step 3: Try to scan
On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution three: Manually check your USB connection

Follow these steps to make sure that the printer is correctly connected to your computer.
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
  3. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer, you might have missed notification of important updates to your software and firmware. Follow these steps to check your printer page for updates that you can download.
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  4. Select your operating system, and then click Next.
    A list of drivers and other downloads display.
  5. Click Firmware, Update, Patch, or Software, if these items are available.
  6. If there is a Critical option listed in each of the items, click it.
  7. Click Download, and then follow the on-screen instructions to complete the installation.
  8. Try to scan again.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.
Step 1: Uninstall the software
  1. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to a network, leave it connected.
  2. Press the Power button to turn on the printer.
  3. Right-click the Start button () in the lower left corner of the screen, and then click Programs and Features.
  4. Right-click your HP printer's name, and then click Uninstall.
  5. Follow the on-screen instructions to uninstall the software.
  6. Repeat these steps for each occurrence of your printer's name until none remain in the list.
    If an error message displays while you are uninstalling the software, follow these steps.
    1. Click OK to close the error message.
    2. Right-click the Start button () in the lower left corner of the screen, click Search, and then type administrative tools.
    3. Click Administrative Tools in the results.
    4. Double-click Print Management, and then double-click All Drivers.
    5. Find every instance of the printer you are trying to uninstall, right-click the name, and then click Delete.
    6. Close the Print Management window, return to Programs and Features, and then continue uninstalling the remaining printer software.
Step 2: Remove unnecessary files and folders with Disk Cleanup
  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 3: Restart the computer
  1. Right-click the Start button () in the lower left corner of the screen, click Search, and then type restart.
  2. Click Restart in the results.
  3. Click Power.
  4. Click Restart.
Step 4: 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 5: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Step 6: Re-enable startup programs and services
  1. Right-click and hold the lower left corner of the computer screen.
  2. Click Run.
  3. Type msconfig in the Run window, and then press Enter on the keyboard.
    If the User Account Control window opens with the message Windows needs your permission to continue, click Continue to close the window.
  4. In the System Configuration window, click the radio button beside Normal Startup.
  5. Click the Services tab, click the Hide all Microsoft services check box, and then click Enable All.
  6. Click Apply, and then click OK.
  7. When prompted to restart the computer, click Restart.
Step 7: Try the scan again
Try scanning the document again.
To successfully scan, the computer must be turned on, you must install the printer software, and the printer must be connected to the computer. For network connections, you must enable the Manage Scan to Computer connection from the HP software.
Select your connection type for steps to resolve the connection issue in Windows 7.
Follow these solutions in the order presented to troubleshoot scan connection issues on a wireless network.

Solution one: Enable the Manage Scan to Computer connection

Follow these steps to enable and maintain the scan connection between the printer and your computer.
Step 1: Enable the Manage Scan to Computer connection
  1. Press the Power button to turn the printer on.
  2. Open the HP software using one of the following methods:
      Double-click the printer icon () on your desktop.
      Click the Windows icon (), click All Programs, click the HP folder, click the folder with the name of your printer series, and then click your printer.
    NOTE:If you cannot locate the software, it is not installed. If the software is not installed, go to Installing the Printer Software for a Wireless Network Connection .
  3. Click Scanner Actions, and then click Manage Scan to Computer.
  4. Click Enable to enable the scan function. If the scan function is already enabled, click Disable, and then click Enable again.
  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.
Step 2: Maintain the connnection between the printer and computer (optional)
When your computer enters hibernate, sleep, or standby mode, the scan connection between your printer and the computer is lost. To maintain the connection, adjust your computer power settings.
Follow these steps to change your computer power options.
  1. In the Windows task bar, click the Windows icon (), and then click Control Panel.
  2. Click System and Security.
  3. Click Power Options, and then click Change when the computer sleeps.
  4. In the dropdown menu next to Put the computer to sleep, select Never.
  5. Click Change advanced power settings and change the following settings.
    • Double-click Hard disk, double-click Turn off hard disk after, click Setting, and then click the down arrow until Never displays.
    • Double-click Sleep, double-click Allow hybrid sleep, click Setting, and then select Off in the dropdown menu.
    • Double-click Sleep, double-click Hibernate after, click Setting, and then click the down arrow until Never displays.
    • Click Apply.

Solution two: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
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 three: Restart the computer, printer, and network router

Follow these steps to troubleshoot wireless network connection issues.
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. Restart your computer.
  2. Press the Power button to turn the printer off and then on again. If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for it to completely turn off, and then reconnect the power cord.
  3. If you are using a network router or access point, disconnect the power cable from the router or access point, wait 60 seconds, and then reconnect the cable.
  4. On the computer, open the printer software from the desktop icon or the programs menu, and then click Manage Scan to Computer to enable the connection to the printer.
  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution four: Check connectivity

Print a test page to check if the printer is connected to the network.
  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.
  2. On the printer control panel, touch the Wireless icon (), and then touch Print Info. The printer prints the pages.

Solution five: Check for critical updates, patches, and 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 six: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.
Step 1: Uninstall the software
Follow these steps to uninstall the software.
  1. On the Windows taskbar, click the Windows icon (), and then click All Programs. A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your HP printer.
  3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.
Step 2: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
  1. On the Windows taskbar, click the Windows icon (), click All Programs, and then click Accessories.
  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. 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
  4. After you select the components that you want to remove, click OK.
Step 3: Restart the computer
On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.
Step 4: Turn off programs that run in the background
Follow these steps to 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. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the Windows taskbar click the Windows icon ().
  2. In the Start Search box, type msconfig, and then press Enter. The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup.
  4. If there is a check mark next to Load Startup items, select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all.
  7. Click Apply, and then click Close.
    NOTE:If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step 5: Configure the firewall
Follow these steps to configure the firewall.
NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 3: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    1. Open your firewall software, and then locate the configuration settings.
      Important: Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.
Step 6: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Step 7: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. On the Windows taskbar, click the Windows icon ().
  2. In the Start Search dialog box, type msconfig, and then press Enter.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click Apply, and then click OK.
  6. When prompted to restart the computer, click Restart.
Follow these solutions in the order presented to enable the scan connection when the printer connects to the computer with a USB cable.
Figure 4: Example of a USB connection
Image: USB connection

Solution one: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
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 two: Make sure that the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.
Step 1: Check to see if the HP software is installed
Use one of the following methods to check if the software has been installed on your computer.
    If the HP software is installed, the icon for your printer () and the scan icon () display on the Windows desktop.
    Click the Windows icon (), click All Programs, and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.
Step 2: Restart the computer and the printer
  1. On the Windows taskbar, click the Windows icon (), and then click Shutdown.
  2. Press the Power button to turn off the printer.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  3. Turn on the computer.
  4. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.
Step 3: Try to scan
On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution three: Manually check your USB connection

Follow these steps to make sure that the printer is correctly connected to your computer.
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
  3. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution four: Check for critical updates, patches, and 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 five: Uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software.
Step 1: Disconnect the USB cable
Disconnect the USB cable from the printer.
Step 2: Uninstall the software
Follow these steps to uninstall the software.
  1. On the Windows taskbar, click the Windows icon (), and then click All Programs. A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your HP printer.
  3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.
Step 3: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
  1. On the Windows taskbar, click the Windows icon (), click All Programs, and then click Accessories.
  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. 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
  4. After you select the components that you want to remove, click OK.
Step 4: Restart the computer
Follow these steps to restart the computer.
On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.
Step 5: Turn off programs that run in the background
Follow these steps to 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. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the Windows taskbar click the Windows icon ().
  2. In the Start Search box, type msconfig, and then press Enter. The System Configuration Utility window opens.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. Click the General tab, and then select Selective Startup.
  4. If there is a check mark next to Load Startup items, select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all.
  7. Click Apply, and then click Close.
    NOTE:If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step 6: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Step 7: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. On the Windows taskbar, click the Windows icon ().
  2. In the Start Search dialog box, type msconfig, and then press Enter on the computer keyboard. The System Configuration Utility window opens.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If not changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Enable all.
  7. Click Apply, and then click Close.
    NOTE:If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Click Restart to restart the computer and apply the changes.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step 8: Try the scan again
Try scanning the document again.
To successfully scan from the printer to the computer, the computer must be turned on, you must install the printer software, and the printer must be connected to the computer. For network connections, you must enable the Manage Scan to Computer connection from the HP software.
Select your connection type for steps to resolve the connection issue in Windows Vista.
Follow these solutions in the order presented to troubleshoot scan connection issues on a wireless network.

Solution one: Enable the Manage Scan to Computer connection

Follow these steps to enable and maintain the scan connection between the printer and your computer.
Step 1: Enable the Manage Scan to Computer connection
  1. Press the Power button to turn the printer on.
  2. Open the HP software using one of the following methods:
      Double-click the printer icon () on your desktop.
      Click the Windows icon (), click Programs, click the HP folder, click the folder with the name of your printer series, and then click your printer.
    NOTE:If you cannot locate the software, it is not installed. If the software is not installed, go to Installing the Printer Software for a Wireless Network Connection .
  3. Click Scanner Actions, and then click Manage Scan to Computer.
  4. Click Enable to enable the scan function. If the scan function is already enabled, click Disable, and then click Enable again.
  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.
Step 2: Maintain the connnection between the printer and computer (optional)
When your computer enters hibernate, sleep, or standby mode, the scan connection between your printer and the computer is lost. To maintain the connection, adjust your computer power settings.
Follow these steps to change your computer power options.
  1. In the Windows task bar, click the Windows icon (), and then click Control Panel.
  2. Click System and Maintenance.
  3. Click Power Options, and then click Change when the computer sleeps. The Edit Plan Settings window opens.
  4. In the dropdown menu next to Put the computer to sleep, select Never.
  5. Click Change advanced power settings.
  6. Double-click Hard disk, double-click Turn off hard disk after, click Setting, click the down arrow until Never displays, and then click Apply.

Solution two: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
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 three: Restart the computer, printer, and network router

Follow these steps to restart the computer, printer, and network router.
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. Restart your computer.
  2. Press the Power button to turn the printer off and then on again. If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for it to completely turn off, and then reconnect the power cord.
  3. If you are using a network router or access point, disconnect the power cable from the router or access point, wait 60 seconds, and then reconnect the cable.
  4. On the computer, open the printer software from the desktop icon or the programs menu, and then click Manage Scan to Computer to enable the connection to the printer.
  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution four: Check connectivity

Print a test page to check if the printer is connected to the network.
  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.
  2. On the printer control panel, touch the Wireless icon (), and then touch Print Info. The printer prints the pages.

Solution five: Check for critical updates, patches, and 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 six: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software.
Step 1: Uninstall the software
Follow these steps to uninstall the software.
  1. On the Windows taskbar, click the Windows icon (), and then click Programs. A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your printer.
  3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.
Step 2: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
  1. On the Windows taskbar, click the Windows icon (), click Programs, and then click Accessories.
  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. 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
  4. After you select the components that you want to remove, click OK.
Step 3: Restart the computer
Follow these steps to restart the computer.
On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.
Step 4 Turn off programs that run in the background
Follow these steps to 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. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the Windows taskbar click the Windows icon ().
  2. In the Start Search box, type msconfig, and then press Enter. The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup.
  4. If there is a check mark next to Load Startup items, select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all.
  7. Click Apply, and then click Close.
    NOTE:If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step 5: Configure the firewall
Follow these steps to configure the firewall.
NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 5: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    1. Open your firewall software, and then locate the configuration settings.
      Important: Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.
Step 6: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Step 7: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. On the Windows taskbar, click the Windows icon ().
  2. In the Start Search dialog box, type msconfig, and then press Enter.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click Apply, and then click OK.
  6. When prompted to restart the computer, click Restart.
Follow these solutions in the order presented to enable the scan connection when the printer connects to the computer with a USB cable.
Figure 6: Example of a USB connection
Image: USB connection

Solution one: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
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 two: Check to see if the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.
Step 1: Check to see if the HP software is installed
Use one of the following methods to check if the software has been installed on your computer.
    If the HP software is installed, the icon for your printer () and the scan icon () display on the Windows desktop.
    Click the Windows icon (), click Programs, and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.
Step 2: Restart the computer and the printer
Follow these steps to restart the computer and the printer.
Important: You must follow these steps in the order presented.
  1. On the Windows taskbar, click the Windows icon (), and then click Shutdown.
  2. Press the Power button to turn off the printer.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  3. Turn on the computer.
  4. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.
Step 3: Try to scan
On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution three: Manually check your USB connection

Follow these steps to make sure that the printer is correctly connected to your computer.
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
  3. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution four: Check for critical updates, patches, and 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 five: Uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software.
Step 1: Disconnect the USB cable
Disconnect the USB cable from the printer.
Step 2: Uninstall the software
Follow these steps to uninstall the software.
  1. On the Windows taskbar, click the Windows icon (), and then click Programs. A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your printer.
  3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.
Step 3: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
  1. On the Windows taskbar, click the Windows icon (), click Programs, and then click Accessories.
  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. 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
  4. After you select the components that you want to remove, click OK.
Step 4: Restart the printer
Follow these steps to restart the printer.
On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.
Step 5: Turn off programs that run in the background
Follow these steps to 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. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the Windows taskbar click the Windows icon ().
  2. In the Start Search box, type msconfig, and then press Enter. The System Configuration Utility window opens.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. Click the General tab, and then select Selective Startup.
  4. If there is a check mark next to Load Startup items, select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all.
  7. Click Apply, and then click Close.
    NOTE:If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step 6: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Step 7: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. On the Windows taskbar, click the Windows icon ().
  2. In the Start Search dialog box, type msconfig, and then press Enter on the computer keyboard. The System Configuration Utility window opens.
    If the User Account Control window opens with the message 'Windows needs your permission to continue,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If not changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Enable all.
  7. Click Apply, and then click Close.
    NOTE:If an 'Access is denied' error message displays on the computer when you make changes, click OK, and then continue. The message does not prevent you from making changes.
  8. Click Restart to restart the computer and apply the changes.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts.' To prevent this message from displaying again, select Do not show this message again.
Step 8: Try the scan again
Try scanning the document again.
To scan from the printer to the computer, the computer must be turned on, you must install the printer software, and the printer must be connected to the computer. For wireless network connections, you must enable the Manage Scan to Computer connection from the HP software.
Select your connection type for steps to resolve the connection issue in Windows XP.
Follow these solutions in the order presented to troubleshoot scan connection issues on a wireless network.

Solution one: Enable the Manage Scan to Computer connection

Follow these steps to enable and maintain the scan connection between the printer and your computer.
Step one: Enable the Manage Scan to Computer connection
  1. Press the Power button to turn the printer on.
  2. Select one of the following methods to open the HP software:
      Double-click the printer icon () on your desktop.
      Click Start (), click All Programs, click the HP folder, click the folder with the name of your printer series, and then click your printer.
    NOTE:If you cannot locate the software, it is not installed. If the software is not installed, go to Installing the Printer Software for a Wireless Network Connection .
  3. Click Scanner Actions, and then click Manage Scan to Computer.
  4. Click Enable to enable the scan function. If the scan function is already enabled, click Disable, and then click Enable again.
  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.
Step two: Maintain the connnection between the printer and computer (optional)
When your computer enters hibernate, sleep, or standby mode, the scan connection between your printer and the computer is lost. To maintain the connection, adjust your computer power settings.
Follow these steps to change your computer power options.
  1. On the Windows task bar, click Start (), and then click Control Panel.
  2. Click Power Options.
  3. On the Power Schemes tab, select Always On from the drop down menu under Power schemes, and then click Apply.
  4. On the Hibernate tab, uncheck the box next to Enable hibernation, and then click Apply.

Solution two: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
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 three: Restart the computer, printer, and network router

Follow these steps to restart the computer, printer, and network router.
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. Restart your computer.
  2. Press the Power button on your printer to turn it off and then on again. If the printer does not turn off, disconnect the power cord from the rear of the printer, wait for the printer to completely turn off, and then reconnect the power cord.
  3. If you are using a network router or access point
    A device, such as a wireless router, that allows wireless-capable devices (like your HP product) to connect to your wireless network.
    , disconnect the power cable from the router or access point, wait 60 seconds, and then reconnect the cable.
  4. On the computer, open the printer software from the desktop icon or the programs menu, and then click Manage Scan to Computer to enable the connection to the printer.
  5. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution four: Check connectivity

Print a test page to check if the printer is connected to the network.
  1. Load plain white U.S. letter or A4 size paper in the tray, if it is not already loaded.
  2. On the printer control panel, touch the Wireless icon (), and then touch Print Info. The printer prints the pages.

Solution five: Check for critical updates, patches, and 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 six: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.
Step 1: Uninstall the software
  1. On the Windows taskbar, click Start (), and then click All Programs. A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your HP product.
  3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.
Step 2: Remove unnecessary files and folders with Disk Cleanup
Watch a video or follow the written steps to learn how to use Disk Cleanup.
Video of how to use Disk Cleanup
The following video demonstrates how to clear temporary files and folders by running the Disk Cleanup Utility in Windows XP. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. On the Windows taskbar, click Start (), click All Programs, and then click Accessories.
  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. 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
  4. After you select the components that you want to remove, click OK.
Step 3: Restart the computer
  1. On the Windows taskbar, click Start (), and then click Shut Down ().
  2. From the What do you want the computer to do? drop-down list, click Restart, and then click OK.
Step 4: Turn off programs that run in the background
Watch a video or follow the written steps to turn off programs that run in the background.
Video of how to turn off programs that run in the background
The following video demonstrates how to turn off programs that run in the background in Windows XP.
If you have trouble viewing the video or to view the video in a different size, click here to play the 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 5: Configure the firewall
NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow, Permit, or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 7: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable. If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable.' Look for a similar menu option, such as Start or Turn on.If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    1. Open your firewall software, and then locate the configuration settings.
      Important: Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.
Step 6 Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Step 7: Re-enable startup programs and services
  1. Click Start (), and then click Run. The Run dialog box opens.
  2. In the Open: box, type msconfig, and then click OK. The MSCONFIG Utility window opens.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click the Services tab, and then select the Hide All Microsoft Services check box.
  6. Click Enable all.
  7. Click Apply, and then click OK.
  8. When prompted to restart the computer, click Restart.
Follow these solutions in the order presented to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 8: Example of a USB connection
Image: Example of a USB connection.

Solution one: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
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 two: Check to see if the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.
Step 1: Check to see if the HP software is installed
Use one of the following methods to check if the software has been installed on your computer.
    If the HP software is installed, the icon for your printer () and the scan icon () display on the Windows desktop.
    Click Start (), click All Programs, and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.
Step 2: Restart the computer and the printer
  1. On the Windows taskbar, click Start (), click Shutdown, select Shut Down from the drop-down list, and then click OK.
  2. Press the Power button to turn off the printer.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  3. Turn on the computer.
  4. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.
Step 3: Try to scan
On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution three: Check connectivity

Follow these steps to make sure that the printer is correctly connected to your computer.
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
  3. On the printer control panel, touch Scan (), touch Computer, and then touch the computer name that displays.

Solution four: Check for critical updates, patches, and 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 five: Uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software.
Step 1: Disconnect the USB cable
Disconnect the USB cable from the printer.
Step 2: Uninstall the software
Follow these steps to uninstall the software.
  1. On the Windows taskbar, click Start (), and then click All Programs. A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your HP product.
  3. Click Uninstall, and then follow the on-screen instructions. The software uninstalls.
Step 3: Remove temporary files and folders with Disk Cleanup
Follow these steps to remove temporary files and folders with Disk Cleanup.
Video of how to use Disk Cleanup
The following video demonstrates how to clear temporary files and folders by running the Disk Cleanup Utility in Windows XP. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. On the Windows taskbar, click Start (), click All Programs, and then click Accessories.
  2. Click System Tools, and then click Disk Cleanup. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. 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
  4. After you select the components that you want to remove, click OK.
Step 4: Restart the computer
Follow these steps to restart the computer.
  1. On the Windows taskbar, click the Start button (), and then click Shut Down (). The Turn off computer window opens.
  2. Select Restart (), and then click OK.
Step 5: Turn off programs that run in the background
Follow these steps to turn off programs that run in the background.
Video of how to turn off programs that run in the background
The following video demonstrates how to turn off programs that run in the background in Windows XP.
If you have trouble viewing the video or to view the video in a different size, click here to play the 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 6: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Step 7: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. Click Start (), and then click Run. The Run dialog box opens.
  2. In the Open: box, type msconfig, and then click OK. The MSCONFIG Utility window opens.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click the Services tab, and then select the Hide All Microsoft Services check box.
  6. Click Enable all.
  7. Click Apply, and then click OK.
  8. When prompted to restart the computer, click Restart.
Step 8: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, see the Additional resource section for more information.
To successfully scan, the computer must be turned on, you must install the printer software, the printer must be connected to the computer, and the Scan to Computer setting must be enabled in the HP software.
Follow the solutions in the order presented for OS X v10.8 Mountain Lion or OS X v10.9 Mavericks. First, choose your connection type.
NOTE:If you are having difficulty scanning with HP Scan, you can use the instructions in the Scanning workaround section to scan using Apple drivers and software.
Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Check to see if other users are using the scanner

NOTE:If there are no other users on your network, skip to the next solution.
Step 1: Check to see if other users are using the scanner
Check with other users on your network to see if they are currently using the scanner. If so, wait until they are finished and have closed the scanning session.
Step 2: Try the scan again
Try scanning the document again.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the HP software.
Step 1: Open the HP Utility
Use one of the following methods to open the HP Utility.
  1. On the main menu, click the Apple icon (), and then click System Preferences.
  2. Click Print & Scan. The Print & Scan window opens.
  3. Under Printers, click your printer, if you see more than one printer.
  4. Click Open Print Queue. The Print Queue window opens.
  5. Click Printer Setup.
  6. Click Utility, and then click Open Printer Utility. The HP Utility window opens.
Step 2: Check the Scan to Computer setting
  1. Under Scan Settings, click Scan to Computer.
  2. At the top of the screen, click the checkbox next to Enable Scan to Computer, if it is not already checked. Scan to Computer activates.
Step 3: Try the scan again
Try the scan again to see if the issue is resolved.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.
Step 1: Repair Disk Permissions
  1. On the Apple menu bar, click Go, and then click Utilities.
  2. From the sub menu on the right, double-click Disk Utility.
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions.
  5. Restart your computer.
Step 2: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: Uninstall and reinstall the printer software

Follow these steps to uninstall and reinstall the printer software.
Step 1: Uninstall the printer software
  1. On the desktop, double-click the Macintosh HD icon ().
  2. Click Applications, and then click the Hewlett-Packard folder.
  3. Double-click the HP Uninstaller. The HP Uninstaller opens.
  4. Click Continue.
  5. Select the printer to remove, and then click Uninstall.
  6. When prompted, type the Administrator name and Password, and then click OK.
  7. Follow the on-screen instructions to complete the uninstall.
  8. When the uninstall is complete, continue to the next step to download and install the printer software.
Step 2: Reinstall the printer software
Follow these steps to install the printer software. Repeat these steps to install the software on each computer that uses the printer wirelessly over the same network.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
NOTE:Older HP software might not be compatible with OS X v10.8 Mountain Lion or OS X v10.9 Mavericks. Do not try to install software that supports earlier versions of the Mac operating system, either from the original printer CD or from HP Software & Driver Downloads.
Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 9: Example of a USB connection
Image: Example of a USB connection.

Solution one: Check connectivity

Follow these steps to make sure that the printer is properly connected to your computer.
Step 1: Check the USB cable
Follow these steps to check the USB cable.
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
Step 2: Make sure that the computer detects the printer correctly
Follow these steps to make sure that the computer detects the printer correctly.
  1. On the menu bar, click GO, and then click Utilities.
  2. From the sub menu on the right, double-click System Information.
  3. On the left navigation pane, under Hardware, click USB.
  4. Look under the USB Device Tree for your printer name.
    • If your printer is listed, continue to the next step.
    • If your printer is not listed, continue troubleshooting the USB cable.
      NOTE:If the cable is working, and you have tried multiple USB ports on the computer, connect the printer wirelessly.
Step 3: Make sure that the computer name has a name
  1. Click the Apple icon (), and then click System Preferences.
  2. Under Internet & Wireless, click Sharing.
  3. Check the entry in the Computer Name field.
  • If the computer name is present, continue to the next step.
  • If the computer name is not present, type in a computer name, close the System Preferences window, and then continue to the next step.
    NOTE:You can name your Mac computer anything you want, but make sure that it is not the same as other computers on your network.
Step 4: Try the scan again
Try scanning the document 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 the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the HP software.
Step 1: Open the HP Utility
Use one of the following methods to open the HP Utility.
  1. Double-click the HP Utility icon in the Dock. The HP Utility window opens.
  2. Under Printers, click your printer, if you see more than one printer. The HP Utility for your printer opens.
  1. On the main menu, click the Apple icon (), and then click System Preferences.
  2. Click Print & Scan. The Print & Scan window opens.
  3. Under Printers, click your printer, if you see more than one printer.
  4. Click Open Print Queue. The Print Queue window opens.
  5. Click Utility. The HP Utility window opens.
Step 2: Check the Scan to Computer setting
  1. Under Scan Settings, click Scan to Computer.
  2. At the top of the screen, click the checkbox next to Enable Scan to Computer, if it is not already checked. Scan to Computer activates.
Step 3: Try the scan again
Try the scan again to see if the issue is resolved.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.
Step 1: Repair Disk Permissions
  1. On the Apple menu bar, click Go, and then click Utilities.
  2. From the sub menu on the right, double-click Disk Utility.
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions.
  5. Restart your computer.
Step 2: Try the scan again
Try scanning the document again.

Solution four: Remove and then re-add the printer from the print queue

Follow these steps to remove and re-add your printer from the print queue.
Step 1: Remove and then re-add the printer
  1. On the main menu, click the Apple icon (), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax (10.6) or Print & Scan (10.7 and 10.8).
  3. In the Printers list, click your HP printer, click the Minus button (), and then click Delete Printer to confirm.
  4. Click the Add button (), select your printer from the list, and then click Add to add the printer to the printer queue.
    NOTE:If the printer is not on the list, check the USB connection between the computer and the printer.
Step 2: Try the scan again
Try scanning the document again.

Solution five: Uninstall and reinstall the printer software

Follow these steps to uninstall, and then reinstall the printer software.
Step 1: Uninstall the printer software
  1. On the desktop, double-click the Macintosh HD icon ().
  2. Click Applications, and then click the Hewlett-Packard folder.
  3. Double-click the HP Uninstaller. The HP Uninstaller opens.
  4. Click Continue.
  5. Select the printer to remove, and then click Uninstall.
  6. When prompted, type the Administrator name and Password, and then click OK.
  7. Follow the on-screen instructions to complete the uninstall.
  8. When the uninstall is complete, continue to the next step to download and install the printer software.
Step 2: Reinstall the printer software
Follow these steps to download and install the software.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Step 3: Try the scan again
Try scanning the document again.
If you cannot scan with HP Scan, you can still scan by using the Apple Software Update driver and Image Capture software.
Follow these steps to use Apple Preview to scan images and documents to your Mac.
NOTE:Apple Preview does not support scanning from the control panel.
Step 1: Run Apple Software Update
Follow these steps to run Apple Software Update to make sure that your HP scan driver is up-to-date for use with Mavericks.
Click the Apple menu (), click Software Update, and then click Show Details to install any available software updates.
Step 2: Scan from Apple Preview
Follow these steps to scan from Apple Preview.
Video of scanning from Apple Preview
The following video demonstrates how to scan from Apple Preview in OS X v10.9 Mavericks.
NOTE:This video shows an HP Photosmart 7510 printer, but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Place the item that you want to scan on the scanner glass, or load it into the Automatic Document Feeder (ADF) if your printer has one.
  2. In the Applications folder or from the Dock, click Preview.
  3. From the Preview File menu, select Import from Scanner.
  4. Select your printer from the list. The details of the scan display.
  5. If a 'Software for this device is not installed' message displays after you select your printer, click Install, and then follow the instructions to complete the installation.
  6. Click Show Details to view scan settings and options.
    NOTE: Make sure that you select either the Flatbed mode or the Document Feeder mode, depending on your printer and how you plan to scan.
  7. Change any settings as necessary, and then click Scan.
  8. When the preview image displays on left side, use the mouse to draw a box around the image or area of the image you actually want to save or crop out.
  9. Once the preview image has dotted lines around the image, the scan button should be clickable. Click the Scan button, and then click File / Save to save the image in a variety of formats.
    Tip
    If you hold down the Option key when you select File / Save, the Save As option displays. This allows you to select the desired destination and format. This is an Apple feature of the Preview and TextEdit applications.
Follow these steps to use Apple Image Capture to scan images and documents to your Mac.
NOTE:Apple Image Capture does not support scanning from the control panel.
Step 1: Run Apple Software Update
Follow these steps to run Apple Software Update to make sure that your HP scan driver is up-to-date for use with Mavericks.
Click the Apple menu (), click Software Update, and then click Show Details to install any available software updates.
Step 2: Scan from Apple Image Capture
Follow these steps to scan from Apple Image Capture.
Video of scanning from Apple Image Capture
The following video demonstrates how to scan from Apple Image Capture in OS X v10.9 Mavericks.
NOTE:This video shows an HP Photosmart 7510 printer, but the steps are the same for your printer.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Place the item that you want to scan on the scanner glass, or load it into the Automatic Document Feeder (ADF) if your printer has one.
  2. In the Applications folder or from the Dock, click Image Capture.
  3. Select your printer from the list. If your printer connects to a network, select it from the Shared list. The details of the scan display.
  4. If a 'Software for this device is not installed' message displays after you select your printer, click Install, and then follow the instructions to complete the installation.
  5. Click Show Details to view scan settings and options.
    NOTE: Make sure that you select either the Flatbed mode or the Document Feeder mode, depending on your printer and how you plan to scan.
  6. Change any settings as necessary, and then click Scan.
To successfully scan, the computer must be turned on, you must install the printer software, the printer must be connected to the computer, and the Scan to Computer setting must be enabled in the HP software.
Follow the solutions in the order presented for OS X v10.7 Lion. First, choose your connection type.
Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Check to see if other users are using the scanner

NOTE:If there are no other users on your network, skip to the next solution.
Step 1: Check to see if other users are using the scanner
Check with other users on your network to see if they are currently using the scanner. If so, wait until they are finished and have closed the scanning session.
Step 2: Try the scan again
Try scanning the document again.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the HP software.
Step 1: Open the HP Utility
Use one of the following methods to open the HP Utility.
  1. On the main menu, click the Apple icon (), and then click System Preferences.
  2. Click Print & Scan. The Print & Scan window opens.
  3. Under Printers, click your printer, if you see more than one printer.
  4. Click Open Print Queue. The Print Queue window opens.
  5. Click Printer Setup.
  6. Click Utility, and then click Open Printer Utility. The HP Utility window opens.
Step 2: Check the Scan to Computer setting
  1. Under Scan Settings, click Scan to Computer.
  2. At the top of the screen, click the checkbox next to Enable Scan to Computer, if it is not already checked. Scan to Computer activates.
Step 3: Try the scan again
Try the scan again to see if the issue is resolved.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.
Step 1: Repair Disk Permissions
  1. On the Apple menu bar, click Go, and then click Utilities.
  2. From the sub menu on the right, double-click Disk Utility.
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions.
  5. Restart your computer.
Step 2: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: Uninstall and reinstall the printer software

Follow these steps to uninstall and reinstall the printer software.
Step 1: Uninstall the printer software
  1. On the desktop, double-click the Macintosh HD icon ().
  2. Click Applications, and then click the Hewlett-Packard folder.
  3. Double-click the HP Uninstaller. The HP Uninstaller opens.
  4. Click Continue.
  5. Select the printer to remove, and then click Uninstall.
  6. When prompted, type the Administrator name and Password, and then click OK.
  7. Follow the on-screen instructions to complete the uninstall.
  8. When the uninstall is complete, continue to the next step to download and install the printer software.
Step 2: Reinstall the printer software
Follow these steps to install the printer software. Repeat these steps to install the software on each computer that uses the printer wirelessly over the same network.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
NOTE:Older HP software might not be compatible with OS X 10.7 Lion. Do not try to install software that supports earlier versions of the Mac operating system, either from the original printer CD or from HP Software & Driver Downloads.
Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 10: Example of a USB connection
Image: Example of a USB connection.

Solution one: Check connectivity

Follow these steps to make sure that the printer is properly connected to your computer.
Step 1: Check the USB cable
Follow these steps to check the USB cable.
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
Step 2: Make sure that the computer detects the printer correctly
Follow these steps to make sure that the computer detects the printer correctly.
  1. On the menu bar, click GO, and then click Utilities.
  2. From the sub menu on the right, double-click System Information.
  3. On the left navigation pane, under Hardware, click USB.
  4. Look under the USB Device Tree for your printer name.
    • If your printer is listed, continue to the next step.
    • If your printer is not listed, continue troubleshooting the USB cable.
      NOTE:If the cable is working, and you have tried multiple USB ports on the computer, connect the printer wirelessly.
Step 3: Make sure that the computer name has a name
  1. Click the Apple icon (), and then click System Preferences.
  2. Under Internet & Wireless, click Sharing.
  3. Check the entry in the Computer Name field.
  • If the computer name is present, continue to the next step.
  • If the computer name is not present, type in a computer name, close the System Preferences window, and then continue to the next step.
    NOTE:You can name your Mac computer anything you want, but make sure that it is not the same as other computers on your network.
Step 4: Try the scan again
Try scanning the document again.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the HP software.
Step 1: Open the HP Utility
Use one of the following methods to open the HP Utility.
  1. Double-click the HP Utility icon in the Dock. The HP Utility window opens.
  2. Under Printers, click your printer, if you see more than one printer. The HP Utility for your printer opens.
  1. On the main menu, click the Apple icon (), and then click System Preferences.
  2. Click Print & Scan. The Print & Scan window opens.
  3. Under Printers, click your printer, if you see more than one printer.
  4. Click Open Print Queue. The Print Queue window opens.
  5. Click Utility. The HP Utility window opens.
Step 2: Check the Scan to Computer setting
  1. Under Scan Settings, click Scan to Computer.
  2. At the top of the screen, click the checkbox next to Enable Scan to Computer, if it is not already checked. Scan to Computer activates.
Step 3: Try the scan again
Try the scan again to see if the issue is resolved.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.
Step 1: Repair Disk Permissions
  1. On the Apple menu bar, click Go, and then click Utilities.
  2. From the sub menu on the right, double-click Disk Utility.
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions.
  5. Restart your computer.
Step 2: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: Remove and then re-add the printer from the print queue

Follow these steps to remove and re-add your printer from the print queue.
Step 1: Remove and then re-add the printer
  1. On the main menu, click the Apple icon (), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax (10.6) or Print & Scan (10.7 and 10.8).
  3. In the Printers list, click your HP printer, click the Minus button (), and then click Delete Printer to confirm.
  4. Click the Add button (), select your printer from the list, and then click Add to add the printer to the printer queue.
    NOTE:If the printer is not on the list, check the USB connection between the computer and the printer.
Step 2: Try the scan again
Try scanning the document again.

Solution five: Uninstall and reinstall the printer software

Follow these steps to uninstall and then reinstall the printer software.
Step 1: Uninstall the printer software
  1. On the desktop, double-click the Macintosh HD icon ().
  2. Click Applications, and then click the Hewlett-Packard folder.
  3. Double-click the HP Uninstaller. The HP Uninstaller opens.
  4. Click Continue.
  5. Select the printer to remove, and then click Uninstall.
  6. When prompted, type the Administrator name and Password, and then click OK.
  7. Follow the on-screen instructions to complete the uninstall.
  8. When the uninstall is complete, continue to the next step to download and install the printer software.
Step 2: Reinstall the printer software
Follow these steps to download and install the software.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Step 3: Try the scan again
Try scanning the document again.
To successfully scan, the computer must be turned on, you must install the printer software, the printer must be connected to the computer, and the Scan to Computer setting must be enabled in the HP software.
Follow the solutions in the order presented for Mac OS X v10.6 Snow Leopard. First, choose your connection type.
Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Check to see if other users are using the scanner

NOTE:If there are no other users on your network, skip to the next solution.
Step 1: Check to see if other users are using the scanner
Check with other users on your network to see if they are currently using the scanner. If so, wait until they are finished and have closed the scanning session.
Step 2: Try the scan again
Try scanning the document again.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.
Step 1: Open the HP Utility
Use one of the following methods to open the HP Utility.
  1. On the main menu, click the Apple icon (), and then click System Preferences.
  2. Click Print & Fax. The Print & Fax window opens.
  3. Under Printers, click your printer, if you see more than one printer.
  4. Click Open Print Queue. The Print Queue window opens.
  5. Click Printer Setup.
  6. Click Utility, and then click Open Printer Utility. The HP Utility window opens.
Step 2: Check the Scan to Computer setting
  1. Under Scan Settings, click Scan to Computer.
  2. At the top of the screen, click the checkbox next to Enable Scan to Computer, if it is not already checked. Scan to Computer activates.
Step 3: Try the scan again
Try the scan again to see if the issue is resolved.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.
Step 1: Repair Disk Permissions
  1. On the Apple menu bar, click Go, and then click Utilities.
  2. From the sub menu on the right, double-click Disk Utility.
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions.
  5. Restart your computer.
Step 2: Try the scan again
Try scanning the document again.

Solution four: Uninstall and reinstall the printer software

Follow these steps to uninstall and reinstall the printer software.
Step 1: Uninstall the printer software
  1. On the desktop, double-click the Macintosh HD icon ().
  2. Click Applications, and then click the Hewlett-Packard folder.
  3. Double-click the HP Uninstaller. The HP Uninstaller opens.
  4. Click Continue.
  5. Select the printer to remove, and then click Uninstall.
  6. When prompted, type the Administrator name and Password, and then click OK.
  7. Follow the on-screen instructions to complete the uninstall.
  8. When the uninstall is complete, continue to the next step to download and install the printer software.
Step 2: Reinstall the printer software
Follow these steps to install the printer software. Repeat these steps to install the software on each computer that uses the printer wirelessly over the same network.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 11: Example of a USB connection
Image: Example of a USB connection.

Solution one: Check connectivity

Follow these steps to make sure that the printer is properly connected to your computer.
Step 1: Check the USB cable
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
Step 2: Make sure that the computer detects the printer correctly
  1. On the menu bar, click GO, and then click Utilities.
  2. From the sub menu on the right, double-click System Information.
  3. On the left navigation pane, under Hardware, click USB.
  4. Look under the USB Device Tree for your printer name.
    • If your printer is listed, continue to the next step.
    • If your printer is not listed, continue troubleshooting the USB cable.
      NOTE:If the cable is working, and you have tried multiple USB ports on the computer, connect the printer wirelessly.
Step 3: Make sure that the computer name has a name
  1. Click the Apple icon (), and then click System Preferences.
  2. Under Internet & Wireless, click Sharing.
  3. Check the entry in the Computer Name field.
  • If the computer name is present, continue to the next step.
  • If the computer name is not present, type in a computer name, close the System Preferences window, and then continue to the next step.
    NOTE:You can name your Mac computer anything you want, but make sure that it is not the same as other computers on your network.
Step 4: Try the scan again
Try scanning the document again.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.
Step 1: Open the HP Utility
Use one of the following methods to open the HP Utility.
  1. Double-click the HP Utility icon in the Dock. The HP Utility window opens.
  2. Under Printers, click your printer, if you see more than one printer. The HP Utility for your printer opens.
  1. On the main menu, click the Apple icon (), and then click System Preferences.
  2. Click Print & Fax. The Print & Fax window opens.
  3. Under Printers, click your printer, if you see more than one printer.
  4. Click Open Print Queue. The Print Queue window opens.
  5. Click Utility. The HP Utility window opens.
Step 2: Check the Scan to Computer setting
  1. Under Scan Settings, click Scan to Computer.
  2. At the top of the screen, click the checkbox next to Enable Scan to Computer, if it is not already checked. Scan to Computer activates.
Step 3: Try the scan again
Try the scan again to see if the issue is resolved.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.
Step 1: Repair Disk Permissions
  1. On the Apple menu bar, click Go, and then click Utilities.
  2. From the sub menu on the right, double-click Disk Utility.
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions.
  5. Restart your computer.
Step 2: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution four: Remove and then re-add the printer from the print queue

Follow these steps to remove and re-add your printer from the print queue.
Step 1: Remove and then re-add the printer
  1. On the main menu, click the Apple icon (), and then click System Preferences on the drop-down menu.
  2. Click Print & Fax (10.6) or Print & Scan (10.7 and 10.8).
  3. In the Printers list, click your HP printer, click the Minus button (), and then click Delete Printer to confirm.
  4. Click the Add button (), select your printer from the list, and then click Add to add the printer to the printer queue.
    NOTE:If the printer is not on the list, check the USB connection between the computer and the printer.
Step 2: Try the scan again
Try scanning the document again.

Solution five: Uninstall and reinstall the printer software

Follow these steps to uninstall and reinstall the printer software.
Step 1: Uninstall the printer software
  1. On the desktop, double-click the Macintosh HD icon ().
  2. Click Applications, and then click the Hewlett-Packard folder.
  3. Double-click the HP Uninstaller. The HP Uninstaller opens.
  4. Click Continue.
  5. Select the printer to remove, and then click Uninstall.
  6. When prompted, type the Administrator name and Password, and then click OK.
  7. Follow the on-screen instructions to complete the uninstall.
  8. When the uninstall is complete, continue to the next step to download and install the printer software.
Step 2: Reinstall the printer software
Follow these steps to download and install the software.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
  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. Type your printer model number.
    2. Click Go.
      You might need to select your printer model number from a list of similar printer models.
  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 or solution software and driver listed, and then follow the on-screen instructions to save the software to your computer.
Step 3: Try the scan again
Try scanning the document again.

Related links

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See what other customers are saying at the HP forums .

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