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John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5077
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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My hp office jet 4650 won't scan. It says "Make sure

Customer Question

My hp office jet 4650 won't scan. It says "Make sure scanning to a computer is turned on". My laptop is on and my wifi is working. A few weeks ago I scanned about 50 documents, now I can't.
JA: Can you guesstimate how old your OfficeJet is? And just to clarify, what's the exact model?
Customer: It is a 4650 and I just bought it in August.
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: PC and I'm in Windows 10, I just bought it in August too. It's all new.
JA: How long has this been an issue? What happened right before this popped up?
Customer: I had the office jet unplugged for a few weeks. Nothing special has happened. Just lack of activity.
JA: Anything else you want the printer expert to know before I connect you?
Customer: I tried a copy and it worked fine.
Submitted: 9 months ago.
Category: Printers
Expert:  Jason Jones replied 9 months ago.

I am the person that will be helping you today.

Are you able to send any print jobs to the printer?

I will be standing by, looking forward to your response.

Thank you,

Customer: replied 9 months ago.
I sent a Word document and it printed without any problems.
Expert:  Jason Jones replied 9 months ago.

Thank you for the update. May I start a secure remote assistance session with you so that I can better help you resolve this problem? When the remote session begins, a chat window will appear that we can use to communicate with each other.