hp officejet pro 8600 plus scan to computer function keeps disabling (4527 Views)
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briarr529
Posts: 23
Registered: ‎07-16-2012
Message 1 of 63 (4,527 Views)
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hp officejet pro 8600 plus scan to computer function keeps disabling

For some reason, the scan to computer function to our HP laptops keeps disabling. I've reinstalled the software a couple of times to remedy, but it keeps occuring. Even with a direct scan from the printer...

 

How can I solve this, or does anyone have a solution so this can be prevented in the future? I just purchased the printer end of Nov/beginning of Dec 2011 as a gift to replace the home version that shook like the Northridge quake....

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Shane_R
Posts: 7,948
Registered: ‎11-28-2011
Message 2 of 63 (4,514 Views)

Re: hp officejet pro 8600 plus scan to computer function keeps disabling

What OS are you using, and how is the printer connected?  Does the laptop stay in one spot or do you take it with you each day you leave the house?

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Top Student
briarr529
Posts: 23
Registered: ‎07-16-2012
Message 3 of 63 (4,511 Views)

Re: hp officejet pro 8600 plus scan to computer function keeps disabling

Windows 7 32-bit

The laptops stay in their respective locations most of the time.

Printer is on wireless network.
Associate Dean
Shane_R
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Registered: ‎11-28-2011
Message 4 of 63 (4,510 Views)

Re: hp officejet pro 8600 plus scan to computer function keeps disabling

First thing I would do is make sure the firmware on the printer is up to date.  The fimware says it should fix the network reliablity, which is most likely what's causeing this problem.  Once the firmware is updated, let me know if it comes back.

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briarr529
Posts: 23
Registered: ‎07-16-2012
Message 5 of 63 (4,501 Views)

Re: hp officejet pro 8600 plus scan to computer function keeps disabling

Firmware did need to be updated, but the scan to computer still is losing the connection.

We've uninstalled the software & reinstalled it also. But that was before the firmware update. Should I reinstall again?
Associate Dean
Shane_R
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Registered: ‎11-28-2011
Message 6 of 63 (4,481 Views)

Re: hp officejet pro 8600 plus scan to computer function keeps disabling

I wouldn't reinstall just yet.  I know it prints fine, but I'm starting to think it may not have a very stable network connection.  There are a few things you can do to improve the network connection on your printer.  Even if it doesn't work, the steps would eliminate the network as being a possible cause of the problem.  Here is a document that goes into detail on what needs to be done.  If the document doesn't help, let me know what anti-virus you're using, it my be causing some kind of interference.

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Top Student
briarr529
Posts: 23
Registered: ‎07-16-2012
Message 7 of 63 (4,479 Views)

Re: hp officejet pro 8600 plus scan to computer function keeps disabling

We're using Norton 360
Top Student
briarr529
Posts: 23
Registered: ‎07-16-2012
Message 8 of 63 (4,478 Views)

Re: hp officejet pro 8600 plus scan to computer function keeps disabling

We have already done those steps before contacting you.
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Shane_R
Posts: 7,948
Registered: ‎11-28-2011
Message 9 of 63 (4,474 Views)

Re: hp officejet pro 8600 plus scan to computer function keeps disabling

Norton may be causing the problem.  You can disable Norton and see if that helps, but it would be safer to just open the ports the scanner and printer use to communicate.  You can contact Norton to open them or if you know how, you can do it yourself.  Try opening the following ports:

 

                

HP printer ports

UDP

TCP

Acronym

Definition

Used for

137

137

NetBIOS

network Basic Input/Output System - (basic communication)

UDP: Printing, Photo Card Upload

138

 

NetBIOS

network Basic Input/Output System - (basic communication)

UDP: Photo Card Upload

 

139

NetBIOS

network Basic Input/Output System - (basic communication)

TCP: PhotoCard Upload

161

 

SNMP

Simple Network Management Protocol - Monitering network attached devices

UDP: Printing

427

427

SLP

Service Location Protocol (finding out what things can do on the network)

UDP: Printing, Photo Card Upload, Scanning, Faxing, Installation

 

9100

PDL

page description language - printer control language (how does the page you want printed look)

TCP: Printing

 

9220

 

 

TCP: Scanning, Faxing

 

9500

 

 

TCP: Scanning

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Top Student
briarr529
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Registered: ‎07-16-2012
Message 10 of 63 (4,468 Views)

Re: hp officejet pro 8600 plus scan to computer function keeps disabling

That hasn't helped either. :smileysad:

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