Scanner not located

[mbaray]

I installed Nitro pro 12 and when I select to scan,  I am told that the program cannot find the scanner. I have used previous version without difficulty.  I am using a HP Officejet Pro 8710. The program finds the printer but not the scanner. Using twain HP for scanning. If I use HP program for scanning, no problem. Only Nitro Pro 12

[Allain Umailin]

Hello @mbaray,

Thank you for reaching out to us through our Community Forums!

 

In order for me to further assist you, please provide me with the following:
-Is your HP OfficeJet Pro 8710 a network printer or directly connected to your machine?
-Does it have the latest drivers / software installed? If not, would it be fine to update them first?
-Under Devices and Printers, does it appears as normal and with available status? If the answer is yes, is it set as the Default Printer?
-Is the issue also present with other applications such as MS Paint & MS Office?

Thank you very much in advance and I am looking forward to hearing back from you.

[mbaray]

Thank you.  To answer your questions.  Yes the printer is up to date on drivers. Yes it can print from office and paint. Yes it is a network printer. Yes it states that it is ready and it is the default printer. The problem is with the scanner.  If I scan from within the HP smart program it works fine. It has worked in the past and has only stopped working when I updated to Nitro 12 pro

[Allain Umailin]

Hello @mbaray,

Thanks for providing these information.

Since you said you have the updated driver for your printer/scanner device, let us try some troubleshooting by referring to these steps:
1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files.

2. Download and run our Clean Up utility to uninstall your Nitro Pro: http://install.nitropdf.com/support/downloads/cleanup.zip

NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: http://kb.gonitro.com/knowledgebase#/search/stamps/000001686

3. Extract the utility to the desktop (it doesn't always run from the zip)
4. Run the utility then reboot your machine.
5. Now manually check for left over registries from Nitro Pro (Run > regedit) and delete them. Make sure to save a backup before making any change. Reboot the machine again after deleting Nitro Pro traces.
6. Please clear all your downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installed in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

7. Download and install Nitro Pro 12.3.0.240 using below offline installers:
x32 http://install.nitropdf.com/professional_1230240/en/burn/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_1230240/en/burn/nitro_pro12_ba_x64.msi

If you are not sure which to pick, this will help: http://kb.gonitro.com/knowledgebase#/search/64/000001874

8. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your serial number.

Thanks for choosing Nitro Pro and I hope this helps!

[mbaray]

I have followed your instruction to the letter and the program still does not find my scanner. Again I can scan from within the HP program so I know it is not the device itself., but not in Nitro Pro 12

[Allain Umailin]

Hello @mbaray,

Thanks for your patience and for your response.

To further assist you with your concern, we have decided to create a support ticket on your behalf.

I will wait for your response through the support case.

Cheers!

[Pat P]

How was this resolved? I'm have same problem with my HP printer also...thanks

[Allain Umailin]

Hello @Pat P,

Please refer to this thread:

 

Thank you!