You loaded a stack of documents into your HP OfficeJet Pro 9015e, tapped Scan, and nothing happened, or your computer insists the scanner cannot be found. It is a frustrating gap, especially on a machine that prints fine moments earlier. The good news is that scanning problems on this all-in-one almost always trace back to a handful of fixable causes, such as a temporary glitch, a wireless hiccup, a disabled Windows service, or a connection that needs to be rebuilt. Work through the steps below in order, starting with the quickest and safest, and you will usually have your scanner back without touching a single advanced setting.
Start With the Quick Checks That Solve Most Scan Failures
Before assuming something is broken, confirm the obvious basics, because they catch a surprising number of scan failures. Make sure the printer is powered on and ready, and that your original is loaded the right way. Place it print-side down on the scanner glass, or load it print-side up in the 35-page automatic document feeder.
Keep the glass and the underside of the lid clean. The scanner treats anything resting on the glass, including dust, smudges, or stray marks, as part of the image, which can ruin a scan or trigger errors. On Windows, also confirm the printer shows as online and ready in your device list before you try again.
Restart Both Ends of the Connection
A restart clears most temporary error conditions, and that includes the printer and the device you are scanning to. Power-cycle the printer with this exact sequence so the reset is clean.
- 1.Confirm the power cord is firmly connected.
- 2.With the printer on, disconnect the power cord from the back of the printer.
- 3.Unplug it from the wall outlet.
- 4.Wait at least 15 seconds.
- 5.Plug it back into the wall outlet.
- 6.Reconnect the cord to the printer and let it power up.
Once the printer is back, restart your computer or mobile device as well, then try scanning again. Restarting both ends ensures a stale connection on either side does not keep blocking the job.
Let the HP App Diagnose and Repair the Problem
HP's current recommended scan-repair tool is built directly into the HP app, formerly called HP Smart, and it can automatically fix many common printing and scanning issues on Windows and macOS. Open or download the HP app first. Then, on Windows, select the wrench icon in the bottom left corner of the app; on Mac, tap the printer dropdown in the top menu bar.
Follow the onscreen instructions and let the Diagnose and Fix feature run its checks and repairs. If you have used HP's standalone Print and Scan Doctor in the past, note that it was retired on May 27, 2025. HP now directs everyone to Diagnose and Fix inside the HP app instead, so this is the tool to rely on going forward.
Tighten Up the Wireless Connection
If you scan over Wi-Fi, a weak or wrong-network connection is a common culprit. Move the printer and the computer or mobile device closer to the wireless router, then check whether the signal quality improves before trying to scan again. A stronger, more stable signal often clears intermittent scanner-not-found errors on its own.
The 9015e supports dual-band Wi-Fi, covering both 2.4 GHz and 5.0 GHz on 802.11a/b/g/n. Make sure the printer and the device you are scanning from are on the same network, since a mismatch, for example the printer on a 2.4 GHz network and a laptop on a separate 5 GHz network name, will stop them from finding each other.
Confirm the Windows Image Acquisition Service Is Running
On Windows, scanning depends on the Windows Image Acquisition (WIA) service, which allows communication between your computer and the scanner. If WIA is turned off or not running correctly, scan jobs simply fail, even when everything else looks fine. Checking it takes less than a minute.
- 1.In Windows, search for and open View local services.
- 2.Find Windows Image Acquisition (WIA) in the list.
- 3.Set its Startup type to Automatic.
- 4.Under Service status, click Start so the status reads Started or Running.
With WIA confirmed as running, return to your scanning software and try again. This single setting is responsible for a large share of Windows-only scan failures.
Re-Enable Scan to Computer on a Network Connection
When your 9015e is connected over a network rather than USB, the Scan to Computer feature can become disabled, which blocks scans initiated from the printer or the software. Re-enabling it is straightforward through the HP printer software.
- 1.Open the HP printer software.
- 2.Click Print, Scan and Fax.
- 3.Click Scan.
- 4.Select Manage Scan to Computer.
- 5.Click Enable.
This only applies to network connections. Over a USB connection, Scan to Computer is enabled by default and cannot be disabled, so you can skip this step entirely if you scan through a USB cable.
Isolate the Fault With an Alternate Scan Method
If you still cannot scan, switching methods tells you whether the problem is the scanner hardware or the computer connection. Scan directly to a USB flash drive from the printer's control panel by loading your original, inserting a USB flash drive, touching Scan, selecting Memory Device, adjusting your options, then touching Start Scan. If that works, the scanner itself is fine and the issue lives on the computer side. Keep in mind that the printer does not support encrypted USB flash drives, so use a standard one.
You can also enable Webscan through the printer's Embedded Web Server (EWS), which lets you scan from a web browser even without the printer software installed. Open the Embedded Web Server, go to the Settings tab, find the Security section, open Administrator Settings, select Webscan from EWS, then click Apply, since Webscan is off by default. Once enabled, scan from the Scan tab in the EWS. Successful results here further confirm the hardware is healthy.
Remove the Printer and Reconnect It Cleanly
If the scanner works through a USB drive or Webscan but not through your computer, a corrupted installation is the likely cause, and reinstalling fixes it. First remove the printer from your operating system. On Windows, search for and open Printers and Scanners, select your printer, then click Remove device followed by Yes. On macOS, open Printers and Scanners, select your printer, click Remove Printer or Remove, and confirm.
Next, download the HP app from HP's official site, then follow the guided setup to reconnect the printer over USB or the network. If you are on macOS using a USB connection, you can instead disconnect the USB cable, remove the printer in Printers and Scanners, then reconnect the cable and wait for it to reappear. A fresh install pairs the latest software with your printer and clears out whatever was broken before.
Reset the Printer's Settings, Then Reach HP if Needed
When nothing above restores scanning, a reset is the last self-service step. Start with the lighter network reset, which often resolves stubborn connection problems without wiping everything. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, then go to (Setup) > Network Setup > Restore Network Settings > Yes. This resets only the wireless and Ethernet settings and returns the IP address to Automatic mode, so afterward print the network configuration page to verify, then re-add the printer.
If that is not enough, you can perform a full reset, but be aware that Restore Factory Defaults clears your user settings on the printer, so you will need to set it up again afterward. To run it, open the Dashboard, then touch (Setup) > Printer Maintenance > Restore > Restore Factory Defaults > Continue. If you prefer to reset only the scan function instead of everything, use the Dashboard, then (Setup) > Printer Maintenance > Restore > Restore Settings, select Scan, then choose Restore and Restore again. If the problem still persists after a reset, visit the printer support website at www.support.hp.com for additional utilities and contact options.
Frequently Asked Questions
Is HP Print and Scan Doctor still the right tool to fix scanning?
No. HP Print and Scan Doctor for Windows was retired on May 27, 2025. HP now directs users to the Diagnose and Fix feature inside the HP app, formerly HP Smart, which automatically repairs common printing and scanning issues on both Windows and macOS.
Can I scan without installing any HP software on my computer?
Yes. You can scan directly to a USB flash drive from the control panel by loading your original, inserting the drive, touching Scan, selecting Memory Device, and touching Start Scan, though encrypted flash drives are not supported. You can also enable Webscan from the Embedded Web Server and scan through a web browser without the printer software installed.
Why does my computer say the scanner is not found even though the printer prints?
Scanning and printing can use different connection paths, so one can work while the other fails. On Windows, confirm the Windows Image Acquisition (WIA) service is running, and on a network connection re-enable Scan to Computer through the HP printer software under Print, Scan and Fax > Scan > Manage Scan to Computer > Enable. Also make sure the printer and your device are on the same Wi-Fi network.
Will resetting network settings erase my whole printer?
No. Restore Network Settings resets only the wireless and Ethernet settings and returns the IP address to Automatic mode, so it does not wipe all of your configuration. After running it from the Dashboard via (Setup) > Network Setup > Restore Network Settings > Yes, print the network configuration page to verify and then re-add the printer to your devices.
What should I do if scanning still fails after every step?
If a network reset and a Restore Factory Defaults do not bring scanning back, the issue may need direct help. Visit the printer support website at www.support.hp.com for additional utilities and contact options so HP can assist with your specific situation.
