Can't scan at 1200 ppi

[thebadwrench]

My hp envy 4520 won't scan at 1200 ppi. The highest I can scan successfully is 600ppi. When I select 1200 ppi as the resolution, I can hear the scanner operating for a minute or two and the display says "scanning...". Then it displays "canceling..." and doesn't ever complete the scan/save the file. I get no error message on either the scanner or my computer. Can't figure out why it won't complete the scan when set to a high resolution. I have this issue with both a wired and wireless connection. If anybody can help, thanks in advance

[Jeet_singh]

@thebadwrench,

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More. I see from your post that you are having issues with changing the scan resolution on your HP Envy 4520 printer. Don't worry I'll be glad to help you.

To provide you with an accurate solution, I'll need a few more details:

Which application are you trying to scan from? Do you have the full feature software installed on the PC?

Are you trying to scan from the glass flatbed or from the document feeder?

Have you tried to update the printer firmware?

In the meantime, let's try these steps here: 

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

Next thing, I would suggest here is to update the printer firmware, now you can either update the printer firmware directly from the printer control panel or you can download the firmware from our HP support website. Once done, restart the printer.

For more details on how to update the printer firmware, please go through this link: HP Printers - Updating or Upgrading Printer Firmware

Alternatively, I would suggest you do a clean install of the printer software, to ensure you have the full feature printer driver installed on the PC: 

First, unplug the USB cable from the printer if present.

Go to Control panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.

Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.

Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.

Under print server properties, go to drivers - remove any entry there as well.

Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.

Restart your computer.

Now Click here (Please enter the product number and then select the correct Operating system and version of Windows before downloading the printer software).

Connect the USB cable only when prompted and follow the on-screen instructions to complete the setup.

Could you please try these steps and get back to me with the results of the troubleshooting, so that I can understand and provide you with an accurate steps which should help you resolve this issue.

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[thebadwrench]

I'll try to answer all you questions in order here.

1. Trying to scan from the HP Scan app

2. Yes, the full feature software is installed

3. Scanning from the glass flatbed, there is no document feeder on my printer/scanner

4. The firmware says there are no updates available for me to install, already up to date

I followed your instructions ver batum for a hard reset and also completed a clean install per your recommendation. 

The issue still persists

[Jeet_singh]

@thebadwrench,

It's great to have you back and your patience is greatly appreciated. 

After reviewing your post thoroughly, I did go through the printer specifications and found that this printer does support 1200 resolution.

I would suggest you open the HP Scan software - Under Item type - click on the drop down to select Photo.

In the next click on Image section - Now on the top right under Resolution, click on the dropdown to change it to 1200

Now click on Scan and check if it works.

Eagerly waiting for your response!

Regards,

[thebadwrench]

What you suggested is exactely how I've been trying to scan. Heres some screen shots of each step I take up to the point of the failed scan...

1. The 1st screenshot is the prompt I get when attempting the high res scan

2. The 2nd, 3rd and 4th screenshots are the settings for the scan. All settings are untouched and at the default values with the exception of saving as a jpeg and the 1200 ppi resolution setting

3. I click scan and a quick scan of the photo is done and I'm given a preview of the photo with "Adjustments" options. This is seen in screenshot 5

4. I click "save" and I'm asked to enter the desired save location. Then the scanner begins scanning very slowly and I get a message saying that it is rescanning the image at the desired resolution, as seen in screenshot 6.

5. Scanner itself says "scanning..." while it can be heard scanning the photo for over a minute. 

6. Then the scanner quits scanning and the scanners screen displays "canceling scan..." and thats all it does. There are no error messages on either the scanner or pc. It just stops and says "canceling scan..." on the scanner and the scan app returns to the "adjustments" screen, same as the one seen in screenshot 5.

I thank you for your assistance with this, by the way 

[Jeet_singh]

@thebadwrench,

Thanks for the update,

After reviewing your post thoroughly, I see you are doing it correctly and unfortunately there is something which is causing this problem.

I would suggest here is to try and update the printer firmware, If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to install the latest firmware update for your printer. Once done, restart the printer.

For more details on how to update the printer firmware - HP Printers - Updating or Upgrading Printer Firmware

Let me know the outcome for further assistance

Take care and have a great day ahead!

Regards,

[thebadwrench]

I just did a clean install per your recommendation. The download came directly from hp support website. Firmware is up to date, I double checked just to be sure.

[KrazyToad]

@thebadwrench

It looks like you were interacting with @Jeet_singh, but he is out for the day. I'm KrazyToad & I'm at your service. 

I suggest we attempt a Semi Full Reset and check if that helps

Since the steps for the Semi Full Reset is specific to your printer, I will be sending you the instructions in a private message

Please check your private message icon on the upper right corner of your HP Forums profile.

Next to your profile Name, you should see a little blue envelope
 

Thank you

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

[thebadwrench]

Sorry for the delayed response. Why would a reset or semi-reset do anything when it's been reset once already? It didn't help the first time, why would it be any different a second time? Reset per instruction anyways, problem still persists.

[KrazyToad]

@thebadwrench

Did you perform the Semi Full Reset on the printer last time or did you just do a factory defaults?