We have recently serviced a residential customer near New York who reported that his HP printer was printing fine but he was not able to scan. He was upset and said that he had issues after having upgraded the computer from Windows 7 to 10 but further investigation revealed that he was unable to troubleshoot properly the printer.

Users’ aim was to be able to use the feature that allows to scan to a network folder. Scanning to a network folder makes easy for a multiple page document to travel from the upper document feeder to the folder located in the user’s computer.

The first thing we did is to assess how the printer was connected to the computer: it was actually connected to the network via Ethernet cable. Second, we saw that there was no software and driver installed on the machine.

We downloaded the complete software package from HP and after having rebooted the computer, the printer was still printing but was not scanning. We even tried to scan with the built-in Windows utility but had no luck.

 

 

What was then the issue that does not allow the user to scan? We turned our thoughts to the firmware update and found out that the printer itself was not able to go through the firmware update.

It became imperative then to change the connection to the computer: we plugged in the printer to the computer via USB cable so that the connection appeared to be more direct. That actually worked, because the second attempt to download the firmware for that old printer went through successfully and the user returned back to print and scan without issues.

One caveat: when the computer is upgraded to Windows 10, some printer models do not support drivers for the new version of Windows OS. In that case, if the computer does not see the printer and it is hard to find the drivers from the manufacturers, you may want to consider to replace the printer as today inkjet printers are very cheap.