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Windows: Wrong or Duplicate Scanning Devices Are Listed in HP Director or HP Solution Center

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Issue

HP Director or HP Solution Center shows the wrong scanning product (device), or lists the same scanning device more than once. Duplicate scanning devices usually display something similar to "CopyXXX" (where XXX is a copy number) next to the product name.
Choose the HP software installed on your computer (HP Solution Center or HP Director), and then try the following solutions in the order presented to resolve the issue. When one of the solutions resolves the issue, there is no need to continue troubleshooting.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Solution one: Delete duplicate devices

Select a method, and then follow the steps to delete wrong or duplicate scanning devices.
  1. Close HP Solution Center, if it is open.
  2. Click Start (), click Control Panel, and then click Printers and Faxes. The Printers and Faxes folder opens.
  3. Look for the wrong or duplicate scanning device in the list of products. Duplicate devices are indicated by the word Copy in parentheses next to the product name, for example,
    HP Officejet Pro XXXX (Copy 2)
  4. Click the copy of the device you want to remove, and then press Delete on the keyboard. Repeat this step for each copy that you need to remove.
  5. Open HP Solution Center:
    Click Start (), click All Programs, point to HP, and then click HP Solution Center.
  6. Make sure that the wrong or duplicate device does not still display in HP Solution Center. If the device still displays, repeat the steps in this solution one time before continuing to the next solution.
  7. Try to scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  1. Close HP Solution Center, if it is open.
  2. Click Start (), and then click Run. The Run window opens.
  3. In the Open: text box, type command, and then click OK. The Command prompt opens in a new window.
  4. At the command prompt, type set devmgr_show_nonpresent_devices=1, and then press Enter on the keyboard.
  5. At the next prompt, type devmgmt.msc, and then press Enter on the keyboard. The Device Manager opens.
  6. On the Device Manager window, click View, and then click Show hidden devices.
  7. Click the Plus sign () next to Imaging Devices.
    NOTE:Any scanning devices not connected to the computer appear dimmed and are not available in the Device Manager.
  8. Click the wrong or duplicate device, and then press Delete on the keyboard. Repeat this step for each copy you need to remove.
  9. Close the Device Manager.
  10. Return to the Command prompt window. At the command prompt, type exit, and then press Enter on the keyboard to close the command window.
  11. Open HP Solution Center:
    Click Start (), click All Programs, point to HP, and then click HP Solution Center.
  12. Make sure that the wrong or duplicate device does not still display in HP Solution Center.
    • If the wrong or duplicate device does not display, complete the remaining steps in this solution, but do not continue to the next solution.
    • If the wrong or duplicate device still displays, repeat the steps in this solution before you continue to the next solution.
    • If no devices display, close HP Solution Center and continue with the next step.
  13. Disconnect the USB cable from the product, and then reconnect it.
    The computer detects the new hardware.
  14. Try the scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  1. Click Start (), right-click Computer, and then click Properties. The System Properties window opens.
  2. On the System Properties window, click Device Manager.
  3. On the Device Manager window, click the Plus sign () next to Imaging devices, and then make sure that the name of the product displays in the list.
    • If the device displays in the Imaging devices list, see step 6.
    • If the device does not display in the Imaging devices list, continue to step 4.
  4. Disconnect, and then reconnect the USB cable.
  5. On the Device Manager window, click Action, and then click Scan for Hardware Changes.
  6. Open HP Solution Center, and then make sure that the device displays only once in the Select Device window.
  7. Try to scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Download a tool to resolve the issue automatically

Follow these steps to download and run the automated tool.
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
  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.
  3. Click Next. The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 2: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 3: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve diagnosed scan problems
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points (), the test failed and required user action, but the step was skipped.
    • If you see a red X (), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip.
    • If you click Test Scan, the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
Step four: Test the scanning device
  1. Find a document printed on plain white paper containing a mix of text and graphics.
  2. Load the document onto the scanner glass.
  3. Load plain white paper into the input tray.
  4. Press the Scan button on the product control panel to scan the document.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Uninstall and then reinstall the scanning devices

Follow these steps to uninstall and then reinstall the scanning devices.
Step one: Uninstall the scanning devices
  1. Close HP Solution Center, if it is open.
  2. Click Start (), click Control Panel, and then double-click System. The System Properties window opens.
  3. On the System Properties window, click the Hardware tab, and then click Device Manager.
  4. Disconnect the USB cable from the port on the computer, and then connect it to another port that might have been used with the scanner.
  5. On the Device Manager window, click the Plus sign () next to Imaging devices to display the list of scanning devices.
  6. Right-click the wrong or duplicate device, and then click Uninstall.
  7. Click OK to confirm the product you selected is the product that you want to remove.
  8. Repeat steps 4 through 7 with other USB ports on the computer that might have been used with the scanner until you uninstall all instances of the scanning device.
    NOTE:Do not close the System Properties window yet.
Step two: Confirm you uninstalled all the devices
  1. Open HP Solution Center:
    Click Start (), click All Programs, point to HP, and then click HP Solution Center.
  2. Confirm that you removed all scanning devices.
    In HP Solution Center, the message 'No HP devices have been detected' displays if you successfully removed the scanning devices.
    If the scanning devices still display, repeat Step one.
  3. Close HP Solution Center.
Step three: Reinstall the scanning device
  1. Reconnect the USB cable into the USB port on the computer that it was originally connected to.
  2. Navigate back to the System Properties window that you opened in Step one.
  3. Click the Hardware tab, and then click Device Manager. The Device Manager window opens.
  4. Click the plus sign (+) next to Imaging devices to display the list of scanning devices.
  5. Look for your product in the scanning device list. If it is not present, right-click Computer, and then click Scan for Hardware Changes.
  6. Open HP Solution Center and make sure the device is listed only once in the Select Device window.
Step four: Test the scanning device
  1. Find a document printed on plain white paper containing a mix of text and graphics.
  2. Load the document onto the scanner glass.
  3. Load plain white paper into the input tray.
  4. Press the Scan button on the product control panel to scan the document.
  • 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 then reinstall the product software

Follow these steps to uninstall, and then reinstall the product software.
Step one: Uninstall the product software
  1. Unplug the USB cable connecting the product to the computer.
  2. Press the Power button () to turn off the product.
  3. Click Start (), click All Programs, point to HP, point to the folder for your product, and then click Uninstall.
  4. Follow the on-screen instructions to uninstall the software.
    If you are asked whether you want to remove shared files, click No. Other programs that use these files might not work correctly if you delete the files.
  5. Restart the computer:
    1. Save your work in each open application, and then click the Close icon () on the upper-right corner of your screen for each open application.
    2. On the Windows taskbar, click Start (),), click the Right Arrow button (), and then click Restart from the drop-down menu.
Step two: Decide whether to install with the product CD or download the software from the HP website
Don’t worry if you don’t have the printer CD! You can download the most current software available for your printer from the HP website at no cost. The following information might help you decide which installation method to use:
    For a new printer:CD installation is a quick and easy method.
    For an older printer:CD installation might not work if you are installing the printer on a computer running a newer operating system that released AFTER the HP printer released.

    For example, Windows Vista released in 2007. If HP manufactured your printer prior to that year, the CD that came with the printer might not work correctly on a computer running Vista.
    About the software:The software on the CD is current to the date of the printer release.
    For a new printer:If you do not have a CD, you can download the software you need.
    For an older printer:Downloading the software provides the best results for your older printer. Even though it takes more time than using the CD, downloading the latest software can help you avoid installation issues.

    Downloading is the recommended method if your computer operating system released after the HP printer released.
    About the software:The software you can download from the HP website is most current software available for your printer. HP often updates software and drivers after the printer and CD release to the market.
Step three: Install the software
Use one of the following methods to install the software.
  1. Insert the product CD into the CD drive of the computer, and then wait a few seconds for the software installer to open. If the installer does not open automatically, follow these steps to start it manually.
    1. Click Start (), click My Computer, and then double-click the DVD or CD drive.
    2. If the Installation Agreements and Settings window opens, click the check box to accept the terms of the agreements, and then click Next.
  2. Wait while the computer installs the product software. It could take several minutes.
  3. Follow the on-screen instructions to finish installing the software.
  4. Try the scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Follow these steps to download and then install the software.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. If the Welcome to HP Support page opens, follow these steps:
    1. 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.

Solution one: Delete duplicate devices

Follow these steps to delete wrong or duplicate scanning devices.
  1. Close HP Solution Center, if it is open.
  2. Click the Windows icon (), click Control Panel, click Hardware and Sound, and then click Printers. The Printers folder opens.
  3. Locate the wrong or duplicate device listed. If duplicate devices are listed, the most recent copy will usually be the one that is being used to scan. You should delete the previous versions. Duplicates are indicated by the word Copy in parentheses following the product name and model number, for example:
    HP Officejet Pro XXXX (Copy 2)
  4. Click the wrong or duplicate device, and then press Delete on the keyboard. Repeat this step for each device that needs to be removed.
  5. Open HP Solution Center:
    Click the Windows icon (), click All Programs, point to HP, and then click HP Solution Center.
  6. Make sure that the wrong or duplicate device does not still display in HP Solution Center. If the device still displays, repeat the steps in this solution before going to the next solution.
  7. Try to scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  1. Quit HP Solution Center, if it is open.
  2. On the Windows taskbar, click the Windows icon ().
  3. Right-click Computer, click Properties, and then click Device Manager.
  4. In Device Manager, click View.
  5. Select Show hidden devices.
  6. Click the Plus sign () next to Imaging Devices to expand the list of those products.
    NOTE:The icons for any scanning devices not currently connected to the computer appear dimmed and are unavailable.
  7. Select all the incorrect or duplicate devices, and then press Delete.
  8. Close Device Manager.
  9. At the command prompt, type exit, and then press Enter to close the command window.
  10. Try to scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  1. Click the Windows icon (), right-click Computer, and then click Properties. The System Properties window opens.
  2. On the System Properties window, click Device Manager.
  3. On the Device Manager window, click the Plus sign () next to Imaging devices, and then make sure that the name of the device displays in the list.
    • If the device displays in the Imaging devices list, go to step 6.
    • If the device does not display in the Imaging devices list, continue to step 4.
  4. Disconnect, and then reconnect the USB cable.
  5. On the Device Manager window, click Action, and then click Scan for Hardware Changes.
  6. Open HP Solution Center, and then make sure that the device displays only once in the Select Device window.
  7. Try to scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Download a tool to resolve the issue automatically

Follow these steps to download and run the automated tool.
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 4: Example tool with list of HP products installed
    alt: Graphic: HP Print and Scan Doctor
Step two: Run the tool
  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.
  3. Click Next. The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 5: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 6: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve diagnosed scan problems
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points (), the test failed and required user action, but the step was skipped.
    • If you see a red X (), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip.
    • If you click Test Scan, the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
Step four: Test the scanning device
  1. Find a document printed on plain white paper containing a mix of text and graphics.
  2. Load the document onto the scanner glass.
  3. Load plain white paper into the input tray.
  4. Press the Scan button on the product control panel to scan the document.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Uninstall and then reinstall the product software

Follow these steps to uninstall and then reinstall the product software.
Step one: Uninstall the product software
  1. Disconnect the USB cable from the rear of the product.
  2. Press the Power button () to turn off the product.
  3. Click the Windows icon (), click Control Panel, and then click Programs and Features.
    The Uninstall or change a program window opens.
  4. From the list of programs, click your product folder, and then click Uninstall.
  5. Follow the on-screen instructions to uninstall the software.
    If you are asked whether you would like to remove shared files, click No. Other programs that use these files might not work correctly if you delete the files.
  6. Restart the computer.
Step two: Decide whether to install with the product CD or download the software from the HP website
Don’t worry if you don’t have the printer CD! You can download the most current software available for your printer from the HP website at no cost. The following information might help you decide which installation method to use:
    For a new printer:CD installation is a quick and easy method.
    For an older printer:CD installation might not work if you are installing the printer on a computer running a newer operating system that released AFTER the HP printer released.

    For example, Windows Vista released in 2007. If HP manufactured your printer prior to that year, the CD that came with the printer might not work correctly on a computer running Vista.
    About the software:The software on the CD is current to the date of the printer release.
    For a new printer:If you do not have a CD, you can download the software you need.
    For an older printer:Downloading the software provides the best results for your older printer. Even though it takes more time than using the CD, downloading the latest software can help you avoid installation issues.

    Downloading is the recommended method if your computer operating system released after the HP printer released.
    About the software:The software you can download from the HP website is most current software available for your printer. HP often updates software and drivers after the printer and CD release to the market.
Step three: Install the software
Use one of the following methods to install the software.
  1. Insert the product CD into the CD drive of the computer, and then wait a few seconds for the software installer to start. If the installer does not start automatically, follow these steps to start it manually.
    1. Click the Windows icon (), click Computer, and then double-click the DVD or CD drive.
    2. If the Installation Agreements and Settings window opens, click the check box to accept the terms of the agreements, and then click Next.
  2. Wait while the computer installs the product software. It could take several minutes.
  3. When prompted to select a connection type, select USB, and then click Next.
  4. Follow the on-screen instructions to finish installing the software.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Follow these steps to download and then install the software.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. If the Welcome to HP Support page opens, follow these steps:
    1. 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.

Solution one: Delete duplicate devices

Follow these steps to delete wrong or duplicate scanning devices.
  1. Close HP Solution Center, if it is open.
  2. Click the Windows icon (), and then click Devices and Printers. The Devices and Printers window opens.
  3. Locate the wrong or duplicate product listed under Printers and Faxes. If duplicate products are listed, the most recent copy will usually be the one that is being used to scan. You should delete the previous versions. Duplicates are indicated by the word Copy in parentheses following the product name and model number, for example:
    HP Officejet Pro XXXX (Copy 2)
  4. Click the wrong or duplicate device, and then press Delete on the keyboard. Repeat this step for each device that needs to be removed.
  5. Open HP Solution Center:
    Click the Windows icon (), click All Programs, point to HP, and then click HP Solution Center.
  6. Make sure that the wrong or duplicate device does not still display in HP Solution Center. If the device still displays, repeat the steps in this solution before going to the next solution.
  7. Try to scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  1. Quit HP Solution Center, if it is open.
  2. Click the Windows icon (), click Control Panel, click Hardware and Sound, and then click Device Manager. The Device Manager window opens.
  3. In Device Manager, click View.
  4. Select Show hidden devices.
  5. Click the Arrow () next to Imaging Devices to expand the list of those products.
    NOTE:The icons for any scanning devices not currently connected to the computer appear dimmed and are unavailable.
  6. Select all the incorrect or duplicate devices, and then press Delete.
  7. Close Device Manager.
  8. At the command prompt, type exit, and then press Enter to close the command window.
  9. Try to scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  1. Click the Windows icon (), click Control Panel, click Hardware and Sound, and then click Device Manager. The Device Manager window opens.
  2. From the list of programs in the Uninstall a Program window, click the HP program folder, and then make sure that the name of the device displays in the list.
    • If the device displays in the Imaging devices list, go to step 6.
    • If the device does not display in the Imaging devices list, continue to step 4.
  3. Disconnect, and then reconnect the USB cable.
  4. On the Device Manager window, click Action, and then click Scan for Hardware Changes.
  5. Open HP Solution Center, and then make sure that the device displays only once in the Select Device window.
  6. Try to scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Download a tool to resolve the issue automatically

Follow these steps to download and run the automated tool.
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 7: Example tool with list of HP products installed
    alt: Graphic: HP Print and Scan Doctor
Step two: Run the tool
  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.
  3. Click Next. The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 8: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 9: Select an action
    Graphic: Select Fix Printing or Fix Scanning
Step three: Resolve diagnosed scan problems
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points (), the test failed and required user action, but the step was skipped.
    • If you see a red X (), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip.
    • If you click Test Scan, the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
Step four: Test the scanning device
  1. Find a document printed on plain white paper containing a mix of text and graphics.
  2. Load the document onto the scanner glass.
  3. Load plain white paper into the input tray.
  4. Press the Scan button on the product control panel to scan the document.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Uninstall and then reinstall the product software

Follow these steps to uninstall and then reinstall the product software.
Step one: Uninstall the product software
  1. Disconnect the USB cable from the rear of the product.
  2. Press the Power button () to turn off the product.
  3. Click the Windows icon (), click Control Panel, click Programs, and then click Programs and Features.
  4. From the list of programs, click your product folder, and then click Uninstall.
  5. Follow the on-screen instructions to uninstall the software.
    If you are asked whether you would like to remove shared files, click No. Other programs that use these files might not work correctly if you delete the files.
  6. Restart the computer:
    1. Save your work in each open application, and then click the Close icon () on the upper-right corner of your screen for each open application.
    2. On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.
Step two: Decide whether to install with the product CD or download the software from the HP website
Don’t worry if you don’t have the printer CD! You can download the most current software available for your printer from the HP website at no cost. The following information might help you decide which installation method to use:
    For a new printer:CD installation is a quick and easy method.
    For an older printer:CD installation might not work if you are installing the printer on a computer running a newer operating system that released AFTER the HP printer released.

    For example, Windows Vista released in 2007. If HP manufactured your printer prior to that year, the CD that came with the printer might not work correctly on a computer running Vista.
    About the software:The software on the CD is current to the date of the printer release.
    For a new printer:If you do not have a CD, you can download the software you need.
    For an older printer:Downloading the software provides the best results for your older printer. Even though it takes more time than using the CD, downloading the latest software can help you avoid installation issues.

    Downloading is the recommended method if your computer operating system released after the HP printer released.
    About the software:The software you can download from the HP website is most current software available for your printer. HP often updates software and drivers after the printer and CD release to the market.
Step three: Install the software
Use one of the following methods to install the software.
  1. Insert the product CD into the CD drive of the computer, and then wait a few seconds for the software installer to start. If the installer does not start automatically, follow these steps to start it manually.
    1. Click the Windows icon (), click Computer, and then double-click the DVD or CD drive.
    2. If the Installation Agreements and Settings window opens, click the check box to accept the terms of the agreements, and then click Next.
  2. Wait while the computer installs the product software. It could take several minutes.
  3. When prompted to select a connection type, select USB, and then click Next.
  4. Follow the on-screen instructions to finish installing the software.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Follow these steps to download and then install the software.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. If the Welcome to HP Support page opens, follow these steps:
    1. 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 four: Test the scanning device
  1. Find a document printed on plain white paper containing a mix of text and graphics.
  2. Load the document onto the scanner glass.
  3. Load plain white paper into the input tray.
  4. Press the Scan button on the product control panel to scan the document.

Solution one: Delete duplicate devices

Select a method, and then follow the steps to delete wrong or duplicate scanning devices.
  1. Close HP Director, if it is open.
  2. Click Start (), click Control Panel, and then click Printers and Faxes. The Printers and Faxes folder opens.
  3. Look for the wrong or duplicate scanning device in the list of products. Duplicate products are indicated by the word Copy in parentheses next to the product name, for example:
    HP Officejet Pro XXXX (Copy 2)
  4. Click the copy of the product you want to remove, and then press Delete on the keyboard. Repeat this step for each copy that needs to be removed.
  5. Open HP Director:
    Click Start (), click All Programs, point to HP, and then click HP Director.
  6. Make sure that the wrong or duplicate product does not still display in HP Director. If the product still displays, repeat the steps in this solution one time before you continue to the next solution.
  7. Try to scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  1. Close HP Director, if it is open.
  2. Click Start (),, and then click Run. The Run window opens.
  3. In the Open: text box, type command, and then click OK. The Command prompt opens in a new window.
  4. At the command prompt, type set devmgr_show_nonpresent_devices=1, and then press Enter on the keyboard.
  5. At the next prompt, type devmgmt.msc, and then press Enter on the keyboard. The Device Manager opens.
  6. On the Device Manager window, click View, and then click Show hidden devices.
  7. Click the Plus sign () next to Imaging Devices.
    NOTE:Any scanning devices not currently connected to the computer appear dimmed and are not available in the Device Manager.
  8. Click the wrong or duplicate device, and then press Delete on the keyboard. Repeat this step for each copy that you need to remove.
  9. Close the Device Manager.
  10. Return to the Command prompt window. At the command prompt, type exit, and then press Enter on the keyboard to close the command window.
  11. Open HP Director:
    Click Start (), click All Programs, point to HP, and then click HP Director.
  12. Make sure that the wrong or duplicate device does not still display in HP Director.
    • If the wrong or duplicate device does not display, complete the remaining steps in this solution, but do not continue to the next solution.
    • If the wrong or duplicate device still displays, repeat the steps in this solution before you continue to the next solution.
    • If there are no devices listed, close HP Director, and then continue with the next step.
  13. Disconnect the USB cable from the product, and then reconnect it.
    The computer detects the new hardware.
  14. Try the scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution two: Download a tool to resolve the issue automatically

Follow these steps to download and run the automated tool.

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 10: Example tool with list of HP products installed
    alt: Graphic: HP Print and Scan Doctor

Step two: Run the tool

  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.
  3. Click Next. The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
    Figure 11: Example failed connection
    Graphic: Example failed connection
  4. Once the Print and Scan Doctor determines that your printer is installed and connected, you can select an action.
    • Click Fix Printing to begin a printing diagnosis.
    • Click Fix Scanning to begin a scanning diagnosis.
      NOTE:Fix Scanning is only available for multi-function products.
    Figure 12: Select an action
    Graphic: Select Fix Printing or Fix Scanning

Step three: Resolve diagnosed scan problems

  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points (), the test failed and required user action, but the step was skipped.
    • If you see a red X (), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip.
    • If you click Test Scan, the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.

Step four: Test the scanning device

  1. Find a document printed on plain white paper containing a mix of text and graphics.
  2. Load the document onto the scanner glass.
  3. Load plain white paper into the input tray.
  4. Press the Scan button on the product control panel to scan the document.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.

Solution three: Uninstall and then reinstall the scanning devices

Follow these steps to uninstall and then reinstall the scanning devices.

Step one: Uninstall the scanning devices

  1. Close HP Director, if it is open.
  2. Click Start (), click Control Panel, and then double-click System. The System Properties window displays.
  3. On the System Properties window, click the Hardware tab, and then click Device Manager.
  4. Disconnect the USB cable from the port on the computer, and then connect it to another port that might have been used with the scanner.
  5. On the Device Manager window, click the Plus sign () next to Imaging devices to display the list of scanning devices.
  6. Right-click the wrong or duplicate device, and then click Uninstall.
  7. Click OK to confirm the device you selected is the device that you want to remove.
  8. Repeat steps 4 through 7 with other USB ports on the computer that might have been used with the scanner until you uninstall all instances of the scanning device.
    NOTE:Do not close the System Properties window yet.

Step two: Confirm that you uninstalled all the devices

  1. Open HP Director:
    Click Start (), click All Programs, point to HP, and then click HP Director.
  2. Confirm that you successfully removed all scanning devices.
    In HP Director, the message 'No HP devices have been detected' displays if you successfully removed the scanning devices.
    If the scanning devices were not removed, repeat Step one.
  3. Close HP Director.

Step three: Reinstall the scanning device

  1. Reconnect the USB cable into the USB port on the computer that it was originally connected to.
  2. Navigate back to the System Properties window that you opened in Step one.
  3. Click the Hardware tab, and then click Device Manager. The Device Manager window opens.
  4. Click the plus sign (+) next to Imaging devices to display the list of scanning devices.
  5. Look for your product in the scanning device list. If it is not present, right-click Computer, and then click Scan for Hardware Changes.
  6. Open HP Solution Center and make sure the device is listed only once in the Select Device window.

Step four: Test the scanning device

  1. Find a document printed on plain white paper containing a mix of text and graphics.
  2. Load the document onto the scanner glass.
  3. Load plain white paper into the input tray.
  4. Press the Scan button on the product control panel to scan the document.
  • 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 then reinstall the product software

Follow these steps to uninstall and then reinstall the product software.

Step one: Uninstall the product software

  1. Unplug the USB cable connecting the product to the computer.
  2. Press the Power button () to turn off the product.
  3. Click Start (), click All Programs, point to HP, select your product, and then click Uninstall.
  4. Follow the on-screen instructions to uninstall the software.
    If you are asked whether you would like to remove shared files, click No. Other programs that use these files might not work correctly if the files are deleted.
  5. Restart the computer:
    1. Save your work in each open application, and then click the Close icon () on the upper-right corner of your screen for each open application.
    2. On the Windows taskbar, click the Windows icon (), click the Right Arrow button (), and then click Restart.

Step two: Decide whether to install with the product CD or download the software from the HP website

Don’t worry if you don’t have the printer CD! You can download the most current software available for your printer from the HP website at no cost. The following information might help you decide which installation method to use:
    For a new printer:CD installation is a quick and easy method.
    For an older printer:CD installation might not work if you are installing the printer on a computer running a newer operating system that released AFTER the HP printer released.

    For example, Windows Vista released in 2007. If HP manufactured your printer prior to that year, the CD that came with the printer might not work correctly on a computer running Vista.
    About the software:The software on the CD is current to the date of the printer release.
    For a new printer:If you do not have a CD, you can download the software you need.
    For an older printer:Downloading the software provides the best results for your older printer. Even though it takes more time than using the CD, downloading the latest software can help you avoid installation issues.

    Downloading is the recommended method if your computer operating system released after the HP printer released.
    About the software:The software you can download from the HP website is most current software available for your printer. HP often updates software and drivers after the printer and CD release to the market.

Step three: Install the software

Use one of the following methods to install the software.
  1. Insert the product CD into the CD drive of the computer, and then wait a few seconds for the software installer to start. If the installer does not start automatically, follow these steps to start it manually.
    1. Click Start (), click My Computer, and then double-click the DVD or CD drive.
    2. If the Installation Agreements and Settings window displays, click the check box to accept the terms of the agreements, and then click Next.
  2. Wait while the computer installs the product software. It could take several minutes.
  3. When prompted to select a connection type, select USB, and then click Next.
  4. Follow the on-screen instructions to finish installing the software.
  5. Try the scan again.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Follow these steps to download and then install the software.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. If the Welcome to HP Support page opens, follow these steps:
    1. 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.

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