Your HP scanner can be powered on and still vanish from Windows, fail inside the HP app, or show a no-computer message from the printer panel. Most failures sit in one of four places: the connection, the HP software, the Windows scanner entry, or a blocked Windows service. Start with the fast checks, then reinstall the current HP software only after the scanner still will not respond.
Restart the scanner and the connection first
Turn off the HP printer or all-in-one.
Close any open programs on the PC, then restart Windows.
Turn the HP device back on and wait for it to reconnect.
For a network HP scanner, restart the router.
Confirm the printer reconnects to the same network as the PC.
Open the HP app and try scanning again after the devices are back online.
Tip: the same-network check matters because a network scanner can be on the router and still unavailable to the computer running the HP app.
Install the current HP app and set up the scanner again
Use this when the scanner is new, Windows was recently reinstalled, or the HP app cannot find the device. For supported consumer printers, HP points users to the HP app, which replaces HP Smart where available.
Go to 123.hp.com/setup or start.hp.com/us/en.
Enter or select your HP printer model.
Download and install the HP app or HP Easy Start.
Open the HP app, click + or Add Printer, then follow the prompts to connect the printer and install the needed drivers.
Select the printer in the HP app and start a scan before changing deeper Windows settings.
Run HP Diagnose and Fix
The most common HP app failure is that the app says the scanner or printer is unavailable while the device is still on.
Open the HP app and click your printer.
Click Diagnose & Fix.
Follow the results the HP app gives you.
If you do not see it on the printer page, open the Printers menu and choose Diagnose & Fix.
You can also scroll to Diagnostics and select Diagnose & Fix.
Close and reopen the HP app, then start a new scan.
Fix a USB HP scanner that is not detected
Disconnect the USB cable from the computer and the HP device.
Reconnect the cable firmly.
Try a different USB port on the PC.
If Windows still does not detect the scanner, search Windows for Device Manager and open it.
Double-click Imaging Devices.
Right-click the HP printer name and choose Uninstall device.
Double-click Printers and uninstall other HP printer instances if they are present.
Restart the computer, then reinstall the latest HP driver or software from HP.
Tip: keep the USB cable disconnected during the reinstall until the HP installer tells you to connect it.
Add or refresh the scanner in Windows Settings
On Windows 11, open Start > Settings > Bluetooth & devices > Printers & scanners, then choose Add device. For a local scanner, connect USB and make sure the HP device is powered on before adding it.
For a network scanner, make sure it is powered on and connected to the network, then select it from the list and choose Add device. On Windows 10, use Start > Settings > Devices > Printers & scanners.
If the existing HP entry is broken, remove it and add it again. On Windows 11, go to Start > Settings > Bluetooth & devices > Printers & scanners, select the HP printer, choose Remove, confirm with Yes, then return to Printers & scanners and choose Add device or Refresh.
Repair the Windows scanning service
The most common Windows service cause is that Windows Image Acquisition (WIA) is stopped or disabled.
Search Windows for Services and open it.
Find Windows Image Acquisition (WIA).
Confirm that Status is Started or Running.
Confirm that Startup Type is Automatic.
If the service is disabled or blank, right-click Windows Image Acquisition (WIA) and open Properties.
Go to General, set Startup type to Automatic, then choose Start under Service status.
If Start is unavailable, confirm that DCOM Server Process Launcher, Remote Procedure Call, RPC Endpoint Mapper, and Shell Hardware Detection are running and set to Automatic.
Use HP Scan or Windows Scan to test the scanner
Use this when the HP app still fails but Windows already lists the scanner. A successful scan in another app means the device and driver path are working.
If HP offers full software for your model, go to 123.hp.com/setup.
Enter the printer model and download HP Easy Start.
Choose Full Software and Drivers when prompted, finish setup, then open HP Scan from Windows.
For Windows Scan, make sure the scanner is turned on.
Right-click Start, choose Search, type Windows Scan, and select Scan under Apps.
Choose the HP scanner and scan settings, then click Scan.
If Windows Scan is not installed, open Microsoft Store, search for Windows Scan, install the Microsoft app, then open Scan from Start or Search.
Clear firewall and Windows mode blockers
Network HP scanners can disappear when firewall rules block discovery or scan traffic. Open Windows Security > Firewall & network protection > Allow an app through firewall, then allow the HP printer or scanner software that Windows is blocking.
You can also search Windows for Windows Defender Firewall, open it, and use Allow an app or feature through Windows Defender Firewall to allow the HP software. Exact app names and ports vary by HP model and software package.
If Windows blocks required HP desktop software because the PC is in S mode, the supported Windows path is to switch out of S mode. On Windows 11, open Settings > System > Activation > Switch to Windows 11 Pro > Go to the Store > Get; on Windows 10, use Settings > Update & Security > Activation > Switch to Windows 10 Home or Switch to Windows 10 Pro > Go to the Store > Get. Switching out of S mode is one-way.
If Windows shows A driver can't load on this device, install an updated compatible driver through Windows Update or HP first. When no compatible driver exists and you accept the security tradeoff, use Windows Security > Device security > Core isolation details > Memory integrity > Off, then restart.
Reinstall HP software when nothing else works
The most common stubborn software cause is a corrupted or mismatched HP driver package left behind from an older install.
Disconnect any USB cable from the HP device.
Search Windows for Add or remove programs and open it.
Select the HP printer software and choose Uninstall.
If the printer is not listed there, open Printers & scanners, select the HP printer, and choose Remove device.
Restart the PC.
Install the HP app again from 123.hp.com/setup and set up the printer.
For model-specific software, go to support.hp.com/us-en/drivers, select Printer, enter the exact HP model, choose the Windows version when prompted, and download the recommended driver, full feature software, firmware, or utility from HP only.
If HP identifies HP Universal Scan Software for your LaserJet, OfficeJet, or Smart Tank model, install it and then reopen the HP app or HP Scan. Despite the name, HP Universal Scan Software is not offered for every HP scanner.
If your model installs the HP full feature software, HP Printer Assistant is still a supported way in: search Windows for your printer model name and number, open HP Printer Assistant, go to the Scan tab, and click Scan a Document or Photo to launch HP Scan. Do not use HP Digital Imaging Monitor, HP Solution Center, or HP Scan and Capture as the fix path. HP's current replacement is the HP app or supported HP scan software; HP Solution Center is no longer supported because Flash is discontinued, and HP Scan and Capture was retired from Microsoft Store on May 1, 2024.
For a work or school PC, ask the administrator if Add device, driver installation, or Windows protected print mode is controlled by policy. When Windows protected print mode is enabled by policy, the Settings toggle cannot turn it off, and non-Mopria devices expose only printing functionality in that mode.
Frequently Asked Questions
Why is my HP printer working but the scanner is not?
Printing and scanning use different software paths. Reinstall the current HP app or full HP scan software, check Windows Image Acquisition, and make sure Windows lists the device under Printers & scanners.
Can I scan without the HP app?
Yes, if the scanner is already installed in Windows. Use Windows Scan, or install HP full software for your model and scan with HP Scan.
What should I do when the printer says No Computer Detected?
Install the current HP scan software or use the HP app to scan from the computer. The printer control-panel Scan or Scan to Computer option depends on model support and installed Windows HP scan software.
Should I use HP Scan and Capture?
No. HP Scan and Capture was retired from Microsoft Store on May 1, 2024. Use the HP app, HP Scan from the full software package, or Windows Scan instead.