Can’t see the scan feature when I install an HP envy 7640 printer

Italiabella
Italiabella used Ask the Experts™
on
Hello,

I helping this person who has this weird printer issue. Every time he try to print wireless he receive the following error.: “user intervention” and he can not print.

In order to print he needs to go to services stop and restart the print spoiler then he will be able to print.

I tried to reinstall the printer from the scratch and this first time I was able to install successfully the HP full features software I downloaded from the go website.

But it’s has not the scan features, the scan tab is missing. I tried to give him the scan capabilities that comes with windows 10 by default he can scan but using  the windows scan utility he can not scan to PDF. So basically it’s useless.

This is very tricky I spent a couple of hours already with no success, any idea anyone ?
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Scott CSenior Engineer
Commented:
Personally, I'd call HP support.  I bought 2 new printers and tried to use them wirelessly and had nothing bur frustration.  Fortunately, these are in my home and hard wiring them to my network is an option.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Try the following (works for an HP 8610):

1. Remove the Printer (both Programs and Features - all HP  bits) and Devices and Printers.
2. Go to Devices and Printers, Printer Server Properties and remove the printer and scanner drivers.
3. Clear the Print Spooler.

net stop spooler
del c: \windows\system32\spool\printers\*
net start spooler

4. Restart the computer.
5. Download the Basic Driver for the printer above.
6. Install the basic driver and the scanner part should be there as well.
7. Connect via Ethernet if you can.
8. Give it a static IP address.

9. Now in the Printer Properties for this printer, ports tab, add a TCP/IP Port for the static IP address and use that instead of the WSD connection if the computer is a laptop and moves around. If Desktop, the WSD port is fine but still use a static IP for the printer.

Author

Commented:
Scott I have installed literally 100 or more and they are so easy. This time I think the problem is the laptop. I was also able to print from my phone and tablet without any problem.

Is the HP support free ? Do you have the number you called handy please ?
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JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
What model is the laptop?  Is it an Intel Clover Trail?  That model has issues with Windows 10.

Author

Commented:
John how do I remove the printer drivers ? Can you give me the location in win 10 please ?
Business Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018
Commented:
Open Devices and Printers, click once only on any printer device. That opens the Printer Server Properties menu in the menu row. Open Printer Server Properties and then the Drivers tab.

Author

Commented:
John

Per the system summary under administrative tools:
HP Envy m7 Notebook PC
12 GB RAM
Windows 10.0.16299

Author

Commented:
John i won't be able to work on this issue until February 23rd because the guy is travelling so i am closing this case for now and save your suggestion. I will open a new case when this person come back.

Than you everyone.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Thank you. I will watch for your post.

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