HP All-In-One printer issue

So just spent time with an HP tech which ended up putting me in touch with their pay for dept for further assistance. I don't have money to spend on troubleshooting something that should just work. So I think my last ditch effort is to come here and ask anyone that has good knowledge about such things.

So I have an HP Envy 5052. Prints just fine but the scanner keeps erroring out. It's like a connection issue. I run the all in one via WiFi as the machine is too big for me to have in my small bedroom where I have my work horse computer so it's literally around the corner in the hallway, not 10 feet from me. I have as close to a T1 connectivity for my needs so it's not that either. It's strange to me, as I'm not a really geeky person to that extent, that the printer works fine but scanning does not.

The tech worked remotely on my computer and installed and reinstalled the software and had no luck there so if he was confounded not sure if anyone here knows how to help me resolve this issue. With tax season coming up I like to print out hard copies but I also need to scan stuff INTO the computer to attach to the documents I need to send. I can use my phone to take pictures but I'd rather scan them if I can.

Another weird thing, that actually got the tech to give up was connecting to my account via their HP software. It was just spinning around waiting for some way to get through a wall or handshake allowance. Never happened. That happened to me a few days ago, I went out for a power walk and then stopped to shop for groceries leaving it to connect, came back two hours later and still spinning around not connecting so I killed the process. So there is probably some blockage on my end, maybe the firewall or maybe they have glitchy software as I have NO issues with any other software calling home or getting around on the WWW

So if anyone has any help they can offer I'm open.

Thanks so much
Richard

Perhaps an issue using both the Wireless/Wi-Fi of the Router and the printer's Wireless Direct? Don't use either as my 2 printers are connected via Ethernet to the Router and computer work through the Router.

I wish I could do a direct connect but there is no way in this small room to move the printer so it's what it is but it's weird that I can print but I can not scan!

RAMWolff said:

I wish I could do a direct connect but there is no way in this small room to move the printer so it's what it is but it's weird that I can print but I can not scan!

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Could you do a direct connect just long enough to test that the scanner will work doing a scan from the computer?

I do have a long enough cord but I trip and I'm forgetful so I tend to shy away from that unless it's a last ditch effort. I'm trying some new ideas here before I reach that! LOL

RAMWolff said:

I do have a long enough cord but I trip and I'm forgetful so I tend to shy away from that unless it's a last ditch effort. I'm trying some new ideas here before I reach that! LOL

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Can you hook it up temporarily to check to see if the scanner will work? The problem could be with the AIO printer itself.

I agree connect it direct with cable to test. Only way to isolate where or what. You may have to reinstall the HP for the direct USB connection. If it works then some issue with the wireless (could still be in printer). If it doesn't work with USB then likely its the scanner.

I would just like to add (and this probably won't help, but it's possibly good information) that I have an HP Envy as well and I have been having this problem since upgrading to Windows 11. I never had the problem with Win 10.

I am suspecting that there is something wonky about HP's driver, since to my knowledge a Win 11 version has not yet been released.

One other note, as I recall USB 2 has a cable length limit of 16 feet with passive cables, longer active cables are rather costly. I have worked on clients machines where older printers worked fine connected to a USB 2 port but frequently got messages about communications being lost when using a USB 3 port. Over the years I've used HP 8600 and 8712 OfficeJets, now have a 9015 but they've all been Ethernet-connected.

I have a HP Envy Pro 6400 and I use it with a W10 and a W11 system via Wi-FI.

I initially installed and configured it on the W10 system and use the "HP Smart" utility to print and create scan documents. I never had any issues.

The W11 system was updated from W10 at the end of December. I have never had any printing issues with the W11 system, but I never tried scanning. I was going to install the "HP Smart" utility, but instead installed the "HP Scan" utility from the Store. When I started it, "Scan" recognized the printer and had no problem scanning a document. No errors were generated.

While it may not be the exact printer, my guess is that there is a issue with the printer, not W11. Maybe there is a printer firmware update that can be applied. Personally, I would just go buy a new printer. Yea, I know it's an expense but what option do you have.

Have you tried shutting down the printer and removing the power chord for a few minutes then powering up again and let it load?

fireberd said:

I agree connect it direct with cable to test. Only way to isolate where or what. You may have to reinstall the HP for the direct USB connection. If it works then some issue with the wireless (could still be in printer). If it doesn't work with USB then likely its the scanner.

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I have had problems where the printer would work over Wi-Fi but not the scanner. Sometimes times it involved a lot of uninstalling and reinstalling hardware and software to get the scanner working. Other times it was as simple as restarting the printer.

Catnip said:

I would just like to add (and this probably won't help, but it's possibly good information) that I have an HP Envy as well and I have been having this problem since upgrading to Windows 11. I never had the problem with Win 10.

I am suspecting that there is something wonky about HP's driver, since to my knowledge a Win 11 version has not yet been released.

Click to expand...

I have a HP Office Jet Pro 8720 AIO, connected wireless. It was originally installed in Win 10. When I upgraded to Win 11, there was no new driver, that I'm aware of, and everything works OK in Win 11.

fireberd said:

I have a HP Office Jet Pro 8720 AIO, connected wireless. It was originally installed in Win 10. When I upgraded to Win 11, there was no new driver, that I'm aware of, and everything works OK in Win 11.

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I just did my first scan since I upgraded to Win 11. I upgraded the very first day it was available to the Insiders. My AIO is the HP Officejet 6830. The communication was only one-way. The printer woke up and the printer screen said it was doing a scan, but my computer kept erroring out. I tried a couple of different programs with the same results. I restarted my computer and still had a one-way connection. I unplugged the printer and counted to 20 before plugging it back in. The scanner now works. I don't think this will help the OP, but it worked for me.

Richard-
I had a similar issue with my HP Envy5660 wherein I could print but not scan nor get the HP Printer Assistant to communicate with my printer
My printer is connected to the desktop via USB.
Here's what I did after, like you, spending far too much time with HP tech's trying to get things to work.
1. Printer ON
2. Turn on WIRELESS via the printer's panel (you have this set already)
3. open FILE EXPLORER on the PC
4. bug on NETWORK
5. your printer and scanner will be shown
6. Bug on SCANNER
7. Bug on WEBSAN and insure you allow sharing your printer on the network
DONE
When you want to scan simply open NETWORK via FILE EXPLORER and bug on your scanner--
you're now connected to the scanner via the HP EWS(Embeded Web Server)
As a plus you have available the tools HP offers for printer maintenance, etc, at the Home page via the PRINT QUALITY TOOLBOX so NO need to use the HP Printer Assistant.
Hope this works for you.
PS- I turn off the wireless when I'm done scanning.

Interesting. I'll give that a try but "bug"? Not sure what that's an acronym for! LOL

I guess I'm showing my age----bug=right or left-click ....

I have a HP envy wireless printer that connects to all my devices using a app called hp smart through my wifi internet connection.

Hi Atomic... so this is an app for your phone or a Windows Store app? I think I tried the Windows store app and that was the same as the HP Doctor application you can download directly from HP!

Not tested it Lou but got it set up. My computer turns off WiFi by default after a reboot and they do have a an option for the security protocol that's pretty good and if HP doesn't have good security they don't deserve to be in business. LOL