[SOLVED] a high priority problem - Officejet pro 6830 - please help

[asiniv]

Hi,
My father who's not so tech savvy owns an HP Officejet pro 6830.
after PC (windows 10 32 bit) was shutdown overnight the scanner suddenly stopped working with the error:
"unable to communicate with scanner" (The printer itself prints in order).
He needs it for the upcoming week.

So via remote control we followed the advice on this thread:
https://h30434.www3.hp.com/t5/Scanning-Faxing-Copying/Officejet-pro-6830-unable-to-communicate-with-...

(basically it's a complete uninstall, physical disconnection/re-connect and install again), but to no avail.
I also tried choosing different connection methods upon setup (wired to router / wifi) but it doesn't make a difference - printer itself prints in order but the same error from the scanner...
In addition, The HP utility diagnostics tool gets stuck at the driver stage (exclamation mark on it), and says that I need to contact support.

By any chance may someone please offer a quick advice on how we are able to resolve this?

Thanks in advance!

 

[hang-the-9]

Could be a physical issue with the printer, test it with another computer with a clean driver setup. You can always buy another scanner or printer, cheaper all-in-ones are, well, cheaper, although if you need a document feeder for scanning that will add quite a bit to the cost. This Epson is not too expensive for one with a document feeder https://www.bestbuy.com/site/epson-...R7gCfX-1TkWQ7Hw29CBoCBNQQAvD_BwE&gclsrc=aw.ds

 

[asiniv]

Hi,
Thx for the fast reply... since i was helping him from remote i cannot test it with another pc...
Ill explain what you said to him...
Thanks again!