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John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5068
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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I have a photosmart 5520 that won`t scan to email or my pc.

Customer Question

i have a photosmart 5520 that won`t scan to email or my pc. it is connected to the internet but says it can`t connect to the router. it will scan to an sd card.
JA: What's the exact make and model of your television? And what have you tried as far as getting this connected goes?
Customer: it`s a printer/copier/scanner/web
JA: How long has this been going on? What troubleshooting have you tried?
Customer: it`s the first time i have needed to use this function. i tried rebooting but still the same. been through the menu and can`t find what to do
JA: Anything else you want the electronics expert to know before I connect you?
Customer: I don`t think so. all the other functions seem o/k.
Submitted: 2 months ago.
Category: Printers
Expert:  Michelle replied 2 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Expert:  Michelle replied 2 months ago.

is the printer printing fine and you are facing an issue only with scanning feature

Customer: replied 2 months ago.
Everything else seems to be fine
Expert:  Michelle replied 2 months ago.

do you have windows or mac on the computer

Customer: replied 2 months ago.
window 10
Expert:  Michelle replied 2 months ago.

are you trying to scan by pressing the options on the printer itself or from the computer

what is the exact error you get

Customer: replied 2 months ago.
It says unable to connect to the router
Expert:  Michelle replied 2 months ago.

ok please follow these steps

click here

Customer: replied 2 months ago.
0/k
Expert:  Michelle replied 2 months ago.

it will download a files hppsdr...double click on the file to open\run it

it will run the print and scan doctor tool to find and fix problems

follow onscreen steps and let me know once it conpletes

Customer: replied 2 months ago.
sorry, that was using scan function on the printer
Expert:  Michelle replied 2 months ago.

on your computer open control panel
devices and printers
right click on the hp photosmart printer icon and let me know if you see an option that says start scan

Customer: replied 2 months ago.
downloading new software. it`s taking it`s time
Expert:  Michelle replied 2 months ago.

ok

Customer: replied 2 months ago.
it is still saying server connection error 1 to email and no computer found to the PC
Expert:  Michelle replied 2 months ago.

open control panel..programs and features

let me know what all softwares do you see listed for the hp printer

Customer: replied 2 months ago.
5520 didn`t appear on my printer list. i`m reinstalling it now
Expert:  Michelle replied 2 months ago.

ok.. let me give you the link to download and install the printer software

Expert:  Michelle replied 2 months ago.
Expert:  Michelle replied 2 months ago.

download and install the complete driver software package