Troubleshooting a USB Scanner

Issue/Question

My scanner is not scanning

Environment

• Windows
• Scanning Software
• HP Scan
• Xtender

Cause

Multiple causes

Resolution

Note: The Windows 11 24H2 update has caused issues with computers on campus being able to detect USB scanners. Please contact the Service Desk if your scanner stopped working after a recent update

1. Power down the scanner
2. Remove the power and USB cables
3. Reconnect the scanner
4. Plug the scanner into the computer, not the docking station
5. Power up the scanner
6. Test the scanner
7. Ensure scanner is set to correct input (flatbed or feeder/glass)
8. Ensure the flatbed lock is not enabled
9. Uninstall and reinstall scanner software and drivers