HP Support Forums
Join in the conversation.
08-08-2012 04:59 PM
New Officejet 8600 all in one will not scan. OS 7, 62 bit, Dell computer. Ran HP Print and Scan Doctor. At driver check, had me unplug printer and restart computer. Upon restart, recieved message "this tool was unable to resolve problem, even after restart. Go to HP customer care for help resolving this issue. Printer and copying function works. Connected through USB only. Please help. Thanks in advance.
Solved! Go to Solution.
08-09-2012 04:42 PM
Make sure that you are not connected to a USB 3.0 slot. This printer does not work well with USB 3.0 slots. It works better with USB 2.0 slots. Also, make sure not to use a USB hub with the printer. It needs a direct connection to the computer.
08-09-2012 06:14 PM
Shane and Fer, thank you for your suggestions. It is indeed a 2.0 USB slot. I've tried all of them on my computer. I haven't yet tried a replacement cable, but will do so.
Having said that, I'm thinking that there is a driver problem. The printer works from the computer to the printer using the same USB. When initiating a scan from computer to the scanner, the scanning usually begins and gets about 1 paragraph scanned then "locks up." Then the scan is automatically cancelled. If I wait long enough I can try again and produce the same results. If I try within 5 minutes or so I get a message saying the printer cannot communicate with the scanner and/or it cannot locate it.
I will try a relacement cable. But if you have additional suggestions I would appreciate them as well. Thank you so much.
08-10-2012 11:02 AM
No problem. I'm always glad to help. It sounds like you might be on the right track with the cable. From what you're discribing it sounds like it's a communication problem more than a problem with the drivers. Make sure that you're not using a USB cable that's longer than 6ft. (2m). Anything longer than that and the signal lose can cause problems like this one. Let me know what happens.
08-10-2012 02:24 PM
Shane (and Fer). I purchased a 6 foot USB, and the scanner works! My previous USB cable was longer than 6 foot. I wish HP had instructed me when purchasing the printer not to use USB cables in excess of 6 feet. It would have prevented a lot of mental anguish and hours of troubleshooting. However, I'm super glad that I posted my question here and that the both of you promptly responded with a potential solution that, as it turns out, works. I'm very grateful. Thanks a lot!
08-10-2012 02:25 PM
08-10-2012 07:22 PM - edited 08-10-2012 07:25 PM
I am glad to see that you found solution and now you are able to make the scanner work.
Thanks for the KUDOS, it helps more people with the same question.
12-13-2012 10:09 AM
I am having the same problem with one difference. I am not using USB. I am connected to my HP 8600 wirelessly. When running HP Print & Scan Doctor, I receive the same message: "This tool was unable to resove he problem, even after a restart..." I receive this message during the "Driver Check" step.
I have confirmed that the WIA service is running.
12-13-2012 10:52 AM
Since it failed on the driver check, the driver for the scanner might not have installed right. Try uninstalling and reinstalling the printer using the latest version of the software. I'll link it below. Let me know what happens.