Scanner connection

Question

My printer prints but no longer scans to the pcccccccccccccccccc

Answer 1

Hi Lisa Alcock,

I understand how inconvenient it is when printing still works but scanning suddenly stops, especially if you rely on scanning regularly. Have you already tried the Q&A Assist suggestions? In addition, please try the following.

Step 1: Check the Windows Image Acquisition (WIA) service

Scanning relies on this Windows service, even when printing still works.

1. Press “Windows key + R”, type “services.msc”, and press Enter
2. Find “Windows Image Acquisition (WIA)”
3. Make sure:
   • Startup type = “Automatic”
   • Service status = “Running”
4. If it isn’t running, right‑click it > “Start”

Step 2: Test scanning from the PC

Sometimes the hardware scan button stops triggering Windows correctly.

1. Open “Start” > search “Scan”
2. Open the Windows Scan app
3. Try scanning directly from the app

If scanning works here, the issue is likely with the scanner button integration, not the scanner itself.

Step 3: If connected by USB, test a different USB port

A partially failing USB connection can still handle printing but break scanning.

• Plug the USB cable into a different port
• Avoid USB hubs or adapters if possible

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Answer 2

The best option is to completely uninstall the scanner and software.

Restart (not shut down) your PC, then go to the support page for your printer on the manufacturers website, then from there, download and install the version of printer and scanner drivers, firmware and associated software they provide.

Answer 3

Follow these steps to restore scanning from the printer to the PC:

1. Verify Windows still detects the scanner
   1. Make sure the printer/scanner is powered on and connected to the same network or via USB.
   2. On the PC, select Start > Settings > Devices > Printers & scanners (or use this shortcut if available: Open Printers & scanners).
   3. In Printers & scanners, confirm the device is listed.
   4. If it is a multifunction/All‑in‑One printer, select it and choose Manage.
   5. In Manage your device, open the drop‑down menu and check for an entry prefixed with Scanner:. This confirms Windows recognizes the scanner part of the device.
   • If the device is not listed at all, remove and reinstall the printer/scanner using the manufacturer’s software or Add a printer or scanner in the same page.
   • If only the printer shows and there is no Scanner: entry, reinstall the full driver package from the printer manufacturer so that the scanner component is installed.
2. If using Windows Fax and Scan (or similar app) and scans do not start from the device button On older systems such as Windows 7 or Windows Server 2008 R2, the scan button on the device may not start the scan application because the Windows Image Acquisition (WIA) service can stop when the ShellHwDetection service stops. In that case:
   • Use the scan function from the PC (for example, Windows Fax and Scan or the printer’s own scan software) instead of the hardware button, or
   • Apply the Microsoft hotfix described in the article for systems that match the listed prerequisites (Windows 7/Windows Server 2008 R2) and then restart the PC.

If scanning still fails after confirming the scanner is installed and drivers are current, remove the device from Printers & scanners, restart the PC and printer, and then reinstall using the manufacturer’s recommended installer so both print and scan functions are registered.

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References:

• Install and use a scanner in Windows
• The scan application does not start automatically when you push the scan button on a scanner or on a multifunction printer in Windows Server 2008 R2 or in Windows 7
• Fix printer connection and printing problems in Windows