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Richard
Richard, Technician
Category: Printers
Satisfied Customers: 31186
Experience:  Printer and scanner problem resolver for over 15 years
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My Officejet 4500 wont scan the document to file on my

Customer Question

My Officejet 4500 wont scan the document to file on my computer. Claire
Submitted: 8 months ago.
Category: Printers
Expert:  Richard replied 8 months ago.

Hi there Claire and welcome

Whats the error you get when you try to scan? When did it last work? And which version of windows or Mac are you using?

Customer: replied 8 months ago.
there is no error code I can see. It was working last week . I am using windows 10
Expert:  Richard replied 8 months ago.

ok, so what happens when you try to scan within the program Claire?

Customer: replied 8 months ago.
I open hpsolution centre. Then click on to scan doc, then click on to doc.to file. Then scan doc in printer. Then the problem starts as it scans new doc and i click finish but there is no doc in my scans on the computer
Expert:  Richard replied 8 months ago.

ok, so it does actually go through the process of scanning correct?

Customer: replied 8 months ago.
that is correct
Expert:  Richard replied 8 months ago.

Thanks

Are you connecting to it via wireless or via a USB cable?

Customer: replied 8 months ago.
usb cable
Expert:  Richard replied 8 months ago.

Thanks,

Can you connect the Officejet to another USB port on your computer and then try to scan.

Tell me if it then functions please.

Customer: replied 8 months ago.
tried in another port. Does not work
Expert:  Richard replied 8 months ago.

ok, if it is not erroring and completing the scan, it points to it working, its just saving it to a different location.

Choose to scan as Jpg then check your pictures folder for it please.

I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.

Remote support can save a lot of time if you are not comfortable performing repairs yourself. Sometimes even with instructions you can make a mistake and make things worse.

I will send an offer through for remote support and should you accept I will connect and see what is going on and fix the issue. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.

Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.

If you want remote click get extra help. If not simply reply to me.

Thanks,

Richard

Customer: replied 8 months ago.
I have resolved the problem myself. the files had moved out of sequence. Can I get a refund?
Expert:  Richard replied 8 months ago.

yes as I said they were moved, you can contact customer service for a refund.