Fix scanning

Question

I can no lnger scan since new driver update installed 2026-03-18 after numerous attempts with online microsoft attempts. Please let me speak with a live agent. I have a renewed paidup Office 365

subscription.

Answer 1

Hi Peter Montgomery,

I understand how frustrating it can be when scanning suddenly stops working after an update, especially when you’ve already tried several Microsoft troubleshooting steps. Have you already tried the Q&A Assist suggestions? In addition, please try the following.

First, please help clarify:

1, Please confirm the scanner brand and exact model you’re using.

2, Let me know whether the scanner connects by USB or network (Wi‑Fi/Ethernet).

Because you want to contact Microsoft Support, please follow the steps below:

• Go to Contact - Microsoft Support and sign in with your personal Microsoft account.
• In the search box, type a brief description of your issue.
• Click Get Help, then scroll to the bottom and select Contact Support.
• When prompted to select Products & Services, choose the appropriate product. Under Category, select the suitable category.
• Look for and select Chat with a support agent in your web browser (during business hours) or a similar callback option (if available). Clearly explain your situation to the support agent.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

HP HLL2390DW. The issue seems to be less the printer and rather the result of a factory reset on my laptop and the printer/scanner having been installed years ago, not finding a pairing with the reset.

Answer 3

Hello,

What's your scanner's brand and model?