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

  • PrintPrint

Issue

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.
Click the plus sign () for more information.
Scan connection errors can occur for the following reasons:
    • The computer shut down or restarted and the Manage Scan to Computer connection was not enabled.
    • The computer entered standby, hibernate, or sleep mode, and the Manage Scan to Computer connection was not enabled.
    • Manage Scan to Computer was not enabled after the initial software installation.
    • The printer software was not installed, or it did not install correctly.
    • The network connection failed.
    • The printer software was not installed, or it did not install correctly.
    • The USB connection failed.
Click the plus sign () next to your operating system for more information.
To scan, 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.
Follow the solutions in the order presented for the Windows XP operating system. First, choose your connection type.
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 the scan connection between the printer and your computer.
Important : To send scans from your printer to a computer over a wireless network, you must enable the Manage Scan to Computer connection from the HP software after the computer restarts, hibernates, or enters sleep mode (hard disk shuts down).
  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, see the document for installing the software on a wireless network .
  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. Try to scan from the printer control panel.
    NOTE:If multiple computers are on the network, select the name of the computer with the enabled scan connection.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor might not be available for all HP products, particularly older products. It is available for most products, however, and in most languages. This tool is available only for Windows operating systems. The tool is not available for Mac OS X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 1: Example tool with list of HP products installed
    alt: Graphic: HP Print and Scan Doctor
Step two: Run the tool
Follow these steps to run the HP Print and Scan Doctor.
Video of running the tool
The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
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. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Try the scan again
Try the scan again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Make sure that the HP software is installed

Use one of the following methods to check if the software has been installed on your computer.
Step one: Check to see if the HP software is installed
    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 two: Enable the Manage Scan to Computer connection and then try to scan
Follow these steps to enable the Manage Scan to Computer connection and try scanning again.
  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.
  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. Try to scan from the printer control panel.
    NOTE:If multiple computers are on the network, select the name of the computer with the enabled scan connection.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: 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. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you don't see any software setup screens, the software installation completed.
  2. Restart your computer.
    • On the Windows taskbar, click Start ( ), click Shutdown ( ), and then click Restart from the drop-down menu.
  3. Press the Power button ( ) on your printer to turn it off.
    NOTE: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.
  4. Press the Power button ( ) to turn on the printer.
  5. 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.
  6. After your computer restarts, open the printer software from the desktop icon or the programs menu, and then click Manage Scan to Computer .
  7. Try to scan from the printer control panel.
    NOTE:If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  8. If you are still unable to scan, continue to the next section.
Try the following resources and tips related to scanning issues.
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 .
If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center . Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these solutions in the order presented to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 2: 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.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor might not be available for all HP products, particularly older products. It is available for most products, however, and in most languages. This tool is available only for Windows operating systems. The tool is not available for Mac OS X operating systems.
  1. Click the following link to download the HP Print and Scan Doctor.
    Link to toolFile size
    HP Print and Scan Doctor 3.5 MB
  2. Make sure your computer meets the system requirements, and then click Download .
  3. When the Security Warning dialog box opens, choose one of the following methods to download the utility.
      1. In the Security Warning dialog box, click Run .
      2. When the Download Complete dialog box opens, click Run , and then click Run again on the Security Warning dialog box.
      1. In the Security Warning dialog box, click Save .
      2. When the Save As window opens, browse to your Desktop, and then click Save .
      3. When the download is complete, browse to where you saved the file, and then double-click the file to run the utility.
  4. The Print and Scan Doctor opens, searches for installed printers, and then displays the list.
    Figure 3: Example tool with list of HP products installed
    alt: Graphic: HP Print and Scan Doctor
Step two: Run the tool
Follow these steps to run the HP Print and Scan Doctor.
Video of running the tool
The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
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. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Try the scan again
Try the scan again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Manually check the 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. Try to scan from the printer control panel.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: 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 one: 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 two: Try to scan
Try to scan from the printer control panel.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Restart the computer and printer

Follow these steps to restart the computer and the printer.
Step one: Restart the computer and printer
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you don't see any software setup screens, the software installation completed.
  2. Restart your computer.
    • On the Windows taskbar, click Start ( ), click Shutdown ( ), and then click Restart from the drop-down menu.
  3. Press the Power button ( ) on your printer to turn it off.
    NOTE: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.
  4. Press the Power button to turn on the printer.
Step two: Try the scan again
Try scanning the document again to see if the problem is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next section.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
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.
Follow the solutions in the order presented for the Windows Vista operating system. First, choose your connection type.
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 the scan connection between the printer and your computer.
Important : To send scans from your printer to a computer over a network, you must enable the Manage Scan to Computer connection from the HP software after the computer restarts, hibernates, or enters sleep mode (hard disk shuts down).
  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, see the document for installing the software on a wireless network .
  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. Try to scan from the printer control panel.
    NOTE:If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. 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.
Step two: Run the tool
Follow these steps to run the HP Print and Scan Doctor.
Video of running the tool
The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
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. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Try the scan again
Try the scan again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: 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 one: 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 two: Enable the Manage Scan to Computer connection and then try to scan
Follow these steps to enable the Manage Scan to Computer connection and try scanning again.
  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.
  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. Try to scan from the printer control panel.
    NOTE:If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: 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. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you do not see any software setup screens, the software installation completed.
  2. Restart your computer.
  3. Press the Power button ( ) to turn the printer off.
    NOTE: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.
  4. Press the Power button ( ) to turn the printer on.
  5. 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.
  6. After your computer restarts, open the printer software from the desktop icon or the programs menu, and then click Manage Scan to Computer .
  7. Try to scan from the printer control panel.
    NOTE:If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  8. If you are still unable to scan, continue to the next section.
Try the following resources and tips related to scanning issues.
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 .
If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center . Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
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
Connection errors while scanning over a USB connection occur for the following reasons:
  • The USB connection failed.
  • The HP software is not installed, or the previous installation failed.

Solution one: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. 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.
Step two: Run the tool
Follow these steps to run the HP Print and Scan Doctor.
Video of running the tool
The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
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. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Try the scan again
Try the scan again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: 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. Try to scan from the printer control panel.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: 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 one: 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 two: Try to scan
Try to scan from the printer control panel.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Restart the computer and printer

Follow these steps to restart the computer and the printer.
Step one: Restart the computer and printer
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you don't see any software setup screens, the software installation completed.
  2. Restart your computer.
    • On the taskbar, click the Windows icon ( ), click the Right Arrow ( ) next to Shut down , and then click Restart from the drop-down menu.
  3. Press the Power button ( ) on your printer to turn it off.
    NOTE: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.
  4. Press the Power button to turn on the printer.
Step two: Try the scan again
Try scanning the document again to see if the problem is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next section.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
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.
Follow the solutions in the order presented for the Windows 7 operating system. First, choose your connection type.
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 the scan connection between the printer and your computer.
Important : To send scans from your printer to a computer over a network, you must enable the Manage Scan to Computer connection from the HP software after the computer restarts, hibernates, or enters sleep mode (hard disk shuts down).
  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, see the document for installing the software on a wireless network .
  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. Try to scan from the printer control panel.
    NOTE:If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. 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.
Step two: Run the tool
Follow these steps to run the HP Print and Scan Doctor.
Video of running the tool
The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
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. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Try the scan again
Try the scan again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: 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 one: 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 two: Try to scan
Follow these steps to enable the Manage Scan to Computer connection and try scanning again.
  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.
  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. Try to scan from the printer control panel.
    NOTE:If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: 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. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you do not see any software setup screens, the software installation completed.
  2. Restart your computer.
  3. Press the Power button ( ) to turn the printer off.
    NOTE: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.
  4. Press the Power button ( ) to turn the printer on.
  5. 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.
  6. After your computer restarts, open the printer software from the desktop icon or the programs menu, and then click Manage Scan to Computer .
  7. Try to scan from the printer control panel.
    NOTE:If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
  8. If you are still unable to scan, continue to the next section.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next section.
Try the following resources and tips related to scanning issues.
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 .
If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center . Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these solutions in the order presented to enable the scan connection when the printer connects to the computer with a USB cable.
Figure 5: Example of a USB connection
Image: USB connection
Connection errors while scanning over a USB connection occur for the following reasons:
  • The USB connection failed.
  • The HP software is not installed, or the previous installation failed.

Solution one: Download a tool to resolve the issue automatically

Download a tool to automatically check the connection between the printer and the network.
Step one: Download the tool
NOTE:The HP Print and Scan Doctor is available for most HP products, and it is available in most languages. However, it might not be available for older HP product models.This tool is not available for Mac OS X operating systems.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. 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.
Step two: Run the tool
Follow these steps to run the HP Print and Scan Doctor.
Video of running the tool
The following video demonstrates how to download and run the HP Print and Scan Doctor.
.
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. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Try the scan again
Try the scan again to make sure that the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: 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. Try to scan from the printer control panel.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: 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 one: 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 two: Try to scan
Try to scan from the printer control panel.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Restart the computer and printer

Follow these steps to restart the computer and the printer.
Step one: Restart the computer and printer
NOTE:Consider bookmarking this page to easily access it after restarting the computer.
  1. If you just installed the HP software, make sure that the setup and installation completed by clicking Next or Finish on any remaining setup screens. If you don't see any software setup screens, the software installation completed.
  2. Restart your computer.
    • On the taskbar, click the Windows icon ( ), click the Right Arrow ( ) next to Shut down , and then click Restart from the drop-down menu.
  3. Press the Power button ( ) on your printer to turn it off.
    NOTE: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.
  4. Press the Power button to turn on the printer.
Step two: Try the scan again
Try scanning the document again to see if the problem is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next section.
HP Consumer Forums
See what other customers are saying at the HP forums .
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 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 one: 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 Printer Setup .
  6. Click Utility , and then click Open Printer Utility . The HP Utility window opens.
Step two: 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 three: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Install the printer software

If you see a 'Computer Not Found ' or 'Connection Error ' message, your software might have installed incorrectly.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Step one: Install the printer software
Step two: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you can stop troubleshooting.
  • If the issue persists , continue to the next section.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center (in English). Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.
Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 6: Example of a USB connection
Image: Example of a USB connection.

Solution one: Check your USB connection

Follow these steps to make sure that the printer is properly connected to your computer.
Step one: 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 two: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution 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 one: 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 two: 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 three: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Install the printer software

If you are getting a 'Computer Not Found ' or 'Connection Error ' message, your software might have installed incorrectly. Follow these steps to install the printer software.
Step one: Install the printer software
For printer software installation instructions, click Installing the Printer Software in Mac OS X 10.6 and OS X 10.7 for a USB Connection .
Step two: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next section.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
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 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 one: 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 Printer Setup .
  6. Click Utility , and then click Open Printer Utility . The HP Utility window opens.
Step two: 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 three: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Install the printer software

If you see a 'Computer Not Found ' or 'Connection Error ' message, your software might have installed incorrectly.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Step one: Install the printer software
Step two: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next section.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center (in English). Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.
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 7: Example of a USB connection
Image: Example of a USB connection.

Solution one: Check your USB connection

Follow these steps to make sure that the printer is properly connected to your computer.
Step one: 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 two: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution 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 one: 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 two: 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 three: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Install the printer software

If you are getting a 'Computer Not Found' or 'Connection Error' message, your software might have installed incorrectly. Follow these steps to install the printer software.
Step one: Install the printer software
For printer software installation instructions, click Installing the Printer Software in Mac OS X 10.6 and OS X 10.7 for a USB Connection .
Step two: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next section.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
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 or OS X v10.9 Mavericks. First, choose your connection type.
Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: 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 one: 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 Printer Setup .
  6. Click Utility , and then click Open Printer Utility . The HP Utility window opens.
Step two: 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 three: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Install the printer software

If you see a 'Computer Not Found ' or 'Connection Error ' message, your software might have installed incorrectly.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Step one: Install the printer software
Step two: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next section.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
If these steps do not resolve the problem, and you are certain that the error is related to a wireless network issue, visit the HP Wireless Printing Center.
HP's Wireless Printing Center
Visit HP's Wireless Printing Center (in English). Find information on preparing a wireless network, setting up the printer, and reconfiguring your system.
NOTE:Older HP software might not be compatible with OS X v10.7 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 8: Example of a USB connection
Image: Example of a USB connection.

Solution one: Check your USB connection

Follow these steps to make sure that the printer is properly connected to your computer.
Step one: 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 two: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution 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 one: 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 two: 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 three: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Install the printer software

If you are getting a 'Computer Not Found' or 'Connection Error' message, your software might have installed incorrectly. Follow these steps to install the printer software.
Step one: Install the printer software
For printer software installation instructions, click HP Drivers & Downloads .
Step two: Try the scan again
Try the scan again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next section.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
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