Scanner Not Detected Using Dell Printer Hub (DPH)

Table of Contents:

1. Enabling Network Discovery to Resolve "No Scanner Installed" Issues
2. Windows 7
3. Windows 8.1 / 10
4. Adding the Printer via WSD when Receiving "No Scanner Installed" After Running Software and Application Package
5. Alternate Scanning Solutions for "No Scanner Installed" Issues After Performing the Previous Steps

1. Enabling Network Discovery to Resolve "No Scanner Installed" Issues

Please use the following method if the scanner is not detected using DPH.

Figure 1: (English Only) Device Manager

1. Uninstall the entire Dell software suite including Dell Printer Hub.
2. Verify there are no entries remaining for the scanner in the device manager. Uninstall any found.
3. Figure 1: (English Only) Device Manager, scanner uninstall.

Note: Should this solution not resolve the issue or if the scanner disappears after the update. Please contact Dell Technical Support.

2. Windows 7

Choose a Home / Private Network location and Network Discovery.

1. Open Network and Sharing Center by clicking the Start button, and then clicking Control Panel. In the search box, type network, and then click Network and Sharing Center.
2. Click Work network, Home network, or Public network, and then click the network location you want.
   
   Figure 2: (English Only) Network and Sharing Center, network location.
    

Turn on Network Discovery.

1. Open Advanced sharing settings by clicking the Start button, and then clicking Control Panel. In the search box, type network, click Network and Sharing Center, and then, in the left pane, click Change advanced sharing settings.
2. Click the chevron to expand the current network profile.
3. Click Turn on network discovery, and then click Save changes. If you're prompted for an administrator password or confirmation, type the password or provide confirmation.
4. Restart the PC.
5. Reinstall the Dell Software Suite and Driver.

Note: Should this solution not resolve the issue or if the scanner disappears after the update. Please contact Dell Technical Support.

3. Windows 8.1 / 10

Note: The process is similar for Windows 8.1 and 10.

Choose a Home / Private network location.

1. Click on the bottom left Windows icon known as the Start menu.
   
   Figure 3: (English Only) Start Menu.
    
2. Just start typing homegroup, then select "HomeGroup" from the search results.
   
   Figure 4: (English Only) Homegroup search.
    
3. Select "Change network location".
   
   Figure 5: (English Only) Homegroup, change network location.
    
4. Select Discoverable "Yes".
   
   Figure 6: (English Only) Discoverable Networks.
    
5. Restart the PC.
6. Reinstall Dell Software Suite and Driver.

Note: Should this solution not resolve the issue or if the scanner disappears after the update. Please contact Dell Technical Support.

4. Adding the Printer via WSD when Receiving "No Scanner Installed" After Running Software and Application Package

Dell Printer Hub relies on the installation of the printer as a WSD device for scan capabilities. Following installation of the printer, Dell Printer Hub may appear as follows:


Figure 7: (English Only)
 

If you receive a message that there is "No scanner installed", this indicates that the print queues installed do not include a WSD installation. This installation can be done using the following steps:

1. To add a WSD installation for scanning, click on "Add a printer" inside of Devices and Printers:
   
   Figure 8: (English Only)
    
2. In the next window, you can either select the printer if Windows automatically finds it or click on "The printer that I want isn’t listed":
   
   Figure 9: (English Only)
    
3. When selecting, "The printer that I want isn’t listed", choose the option to "Add a printer using a TCP/IP address or hostname":
   
   Figure 10: (English Only)
    
4. Enter the IP address of the printer and allow Windows to complete the installation:
   
   Figure 11: (English Only)
    
5. After the installation is completed, you should have an additional print queue which defaults to the printer’s hostname. In order to verify that this WSD is functional, you should be able to right click the icon and receive an option to "Start scan":
   
   Figure 12: (English Only)
    
6. After installing the WSD printer queue, you will now see this printer inside of Dell Printer Hub as an option for scanning:
   
   Figure 13: (English Only)
    

If the option to scan is still not available after adding the printer as a WSD device, run the Scanner Driver installation package from support.dell.com. After installation, restart the computer, and readd the printer as a WSD device to determine if the "Start Scan" option is available

Note: Should this solution not resolve the issue or if the scanner disappears after the update. Please contact Dell Technical Support.

5. Alternate Scanning Solutions for "No Scanner Installed" Issues After Performing the Previous Steps

If the above steps resolve the issue, verify with the customer if they purchased the printer explicitly for using Dell Printer Hub for pull scanning. If the customer is open to alternate scanning methods, please perform the following:

1. For users running Windows 8.1 or Windows 10, they can download the Windows Scan app from the Windows Store for pull scanning. It is a free app and is able to scan to PDF after selecting Feeder or Flatbed as the source inside of the app.
   
   Figure 14: (English Only)
   
   
   Figure 15: (English Only)
    
2. If the customer does not need to be able to pull scan or edit the scan in real time, they can setup scan to network over SMB or FTP from the operator panel.
3. Users may have other applications which are capable of scanning, such as Adobe Acrobat. Alternatively, they can use Windows Fax and Scan or various 3rd party applications for scanning documents into image files.
4. If the customer is using scanning on rare occasions or only one system, a USB flash drive or USB connection to a computer can be used when scanning needs to be performed.

Note: Should this solution not resolve the issue or if the scanner disappears after the update. Please contact Dell Technical Support.

It is recommended that only Dell Branded toner, drums, transfer rollers or other consumables are used in our laser printers. Dell cannot guarantee compatibility or the print quality of any 3rd party consumables.