Scanner works after rebooting the computer; stops working after waking from sleep mode

A new issue with Windows 11 has been found that causes issues with USB scanners to become unresponsive after the computer/host goes to sleep.

TCSP came across of this issue with a client using a HP scanner that would display an error message when the HP Scan app was lunch and a few troubleshooting steps. However, after verifying all the steps and reinstalling the full software and drivers, we continued to have this error message whenever we restarted the scanner while the computer remained on.

Environment:

• Windows 11 Pro (OS Build 22000.978) with latest updates
• Dell OptiPlex 3000 with i5-12500T
• HP ScanJet Pro 2500 f1 Flatbed Scanner
• USB connection between computer and scanner

Recreating the issue:

To ensure that this fix applies to you, please follow these steps:

1. Uninstall your current scanner’s software and drivers. In our case, we uninstall the HP Scanjet Full Feature Software and Driver package.
2. Install the latest version of the scanner’s software. Please refer to the scanner manufacturer’s website to ensure you have the latest version.
3. Ensure that the new software can detect the USB scanner and that you are able to scan.
4. Proceed to turn off the scanner from the scanner’s power button (DO NOT unplug from the power). If your scanner does not have a power button, the best option is to wait for your computer to go to sleep; you can change the sleep timer of the computer to speed up testing.
5. Turn on the scanner and/or wake up your computer.
6. Try to scan and see if you receive any error message or if the software cannot detect the scanner. In our case, we were using the HP Scan software and received the following error message “Scanner communication cannot be established. Please verify your device is powered on, that you are connected to the network and your network is functioning properly, and that the scan feature is enabled.“
7. If the scanner’s software cannot detect the scanner, proceed to restart the following Windows service
   • Service name: STISVC
   • Display name: Windows Image Acquisition (WIA)
   • Path to executable: C:\WINDOWS\system32\svchost.exe -k imgsvc
8. Test the scanner’s software again. If the scanner works, it means that you need to apply this solution.

Resolution:

Download and install the Windows 11 update KB5017383, currently label as “2022-09 Cumulative Update Preview for Windows 11 for x64-based Systems (KB5017383)” for Intel based devices, and as “2022-09 Cumulative Update Preview for Windows 11 for ARM64-based Systems (KB5017383)” for AMD based devices. This update can be downloaded from the Microsoft Update Catalog for offline installations, or by checking the optional updates on the affected computer.

• Check for Windows 11 updates (Recommended)
• Microsoft Update KB5017383 (Select the correct architecture for your device, either ARM64 or x64)

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