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ALL OF THE SUDDEN IT WONT SCAN. IT ASYS ON MY COMPUTER I…

Customer Question
ALL OF THE SUDDEN...

ALL OF THE SUDDEN IT WONT SCAN

Technician's Assistant: Is there an error code on your printer when you try to scan?

IT ASYS ON MY COMPUTER I NEED A WIA DRIVER BUT IT HAS ALWAYS WORKED BEFORE TODAY

Technician's Assistant: When did you last update the printer driver software?

NEVER HAVE

Submitted: 7 months ago.Category: Printers
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Answered in 3 minutes by:
11/24/2017
Technician: Suhasini Velu,
 replied 7 months ago
Suhasini Velu
Category: Printers
Satisfied Customers: 640
Experience: Engineer at CSS Corp Pvt Ltd
Verified

Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

Before we proceed with any troubleshooting,please once unplug your device from the wall outlet wait for 2 minutes and plug it back in.
Let me know when this is done.

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Technician: Suhasini Velu,
 replied 7 months ago

Also please provide the model number of your printer.

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Customer reply replied 7 months ago
It is an hp envy 7640 and I have plugged it back in
Technician: Suhasini Velu,
 replied 7 months ago

Awesome and what computer is it?

Is it a Windows 10 operating system?

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Technician: Suhasini Velu,
 replied 7 months ago

Great! and how is it connected to your computer is that through WiFi or through USB?

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Customer reply replied 7 months ago
Usb
Technician: Suhasini Velu,
 replied 7 months ago

Awesome! and do you get any error messages?

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Customer reply replied 7 months ago
On the printer it says no computer found
Technician: Suhasini Velu,
 replied 7 months ago

Alright, please once reboot your computer then and try to scan let me know if the issue persists.

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Customer reply replied 7 months ago
I’m getting the same messages no computer found on the printer and I need a wia driver on the compnter
Technician: Suhasini Velu,
 replied 7 months ago

Alright,please hold I will send you a link.

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Technician: Suhasini Velu,
 replied 7 months ago

https://support.hp.com/us-en/drivers/selfservice/hp-envy-7640-e-all-in-one-printer-series/6617267/model/6617268

GO to the above link and download the HP ENVY 7640 e-All-in-One Printer series Full Feature Software and Drivers

and install it please.

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Customer reply replied 7 months ago
I still get the same results
Customer reply replied 7 months ago
I can print from my computer but can’t scan
Technician: Suhasini Velu,
 replied 7 months ago

Can I connect to your computer remotely and check with this.

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Customer reply replied 7 months ago
That will cost me more money?
Technician: Suhasini Velu,
 replied 7 months ago

Yes, but if the issue is not resolved the money will be refunded to you.

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Customer reply replied 7 months ago
No thanks
Technician: Suhasini Velu,
 replied 7 months ago

Alright. then let's give a try to make it work through chat instructions.

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Customer reply replied 7 months ago
Ok
Technician: Suhasini Velu,
 replied 7 months ago

When you download and run that file please let me know what you went through?

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Customer reply replied 7 months ago
I got that download from a hp support message on my computer which the same as you said
Customer reply replied 7 months ago
I am sorry I have run out of time to fix this. I will have to try again another time. Thank you for your help
Technician: Suhasini Velu,
 replied 7 months ago

You're Welcome

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Satisfied Customers: 640
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Experience: Engineer at CSS Corp Pvt Ltd

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