8725 scan driver doesn't install

[Barbara471]

After being able to scan to computer many times, the last time I tried I was unable to scan to computer.  A new network router had been installed recently and I'm pretty sure it was shortly after the new install that the scanning problem arose.

I uninstalled and reinstalled complete software for Office Jet Pro 8725 All-in-one.  Under device manager for the printer it indicates further installation is required.  Also driver management concluded the process to install driver hpygid20_v4.inf_amd64_01bab60e80914ef1 for the device (the printer) has the following status 0x0.  The device prints but when attempting to scan, the computer cannot communicate with the device. 

I ran the windows troubleshooter.  Result: " windows couldn't fix the problem.  Device cannot be contacted over the network".  This message refers only to the scan capability because I am able to print.

The HP Scan Doctor 5.3 finds the printer correctly but is unable to fix the problem.

[Riddle_Decipher]

@Barbara471 Here's what I recommend you do:

I recommend you delete the driver at the root level and retry, follow the steps below: 

1.) In Windows, search for and open Programs and features 

2.) Select your HP Printer 

3.) Select Uninstall 

4.) In Windows, search for and open Devices and printers 

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose `Delete' or `Remove Device' 

6.) Open up the run command with the "Windows key + R" key combo. 

7.) Type printui.exe /s and click Ok. (Note: there is a space in between "printui.exe" and "/s") 

8.) Click on the "Drivers" tab 

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom 

10.) Select Ok 

11.) Select Apply and Ok on the Print Server Properties windows 

12.) Close Devices and Printers 

Then, Click here to access the HP website, find the drivers compatible with your windows and install it.

If the issue persists, please go ahead and install the windows built-in drivers: 

If a full feature driver from HP is not available for your printer, you must install the built-in print driver. A full feature driver for one or more Windows versions is not available for your printer, either from the CD that shipped with your printer or from the HP website.

   NOTE:

Where is the download button? The HP print driver is built into the Windows operating system or is installed through the Windows Update feature on your computer. You do not need to download anything from a website in order to print, scan, or fax.

See the Frequently asked questions in this document for additional information, including how to scan using this driver.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: Click here

(By the end of this article all the issues should be resolved)

P.S: Welcome to HP Community 😉

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

[Barbara471]

Thank you.  I am able to get through to step 9.  When I select remove I get an error message:  "Unable to remove HP Office Jet Pro 8720 PCL-3, X64, Type 4 - user mode driver.  The specified printer driver is currently in use."  I tried a second time after turning the printer off and received the same message.  The printer was not in use at the time.

¿Suggestions?

[asmita6658]

Hi @Barbara471

Let's try restarting the print spooler -

1. Turn off the printer using the power button.
2. Search Windows for run, and click the Run Windows application in the list of results.
3. Type services.msc in the Run window, and then press Enter on the keyboard.
The Services menu opens.
4. Right-click Print Spooler and select Stop.
5. After the service has been stopped, close the service window and use Windows Explorer to browse to C:\Windows\System32\Spool\PRINTERS.
6. Delete all files inside the PRINTERS folder.
7. Restart your computer.
8. Turn on your printer.
9. Try removing the driver again.

Let me know how that goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day ahead.

[Barbara471]

When I right click on the print spooler, I do not have an option to stop it.  It is set on automatic.  My only options are "start" and "refresh". 

Can you advise me further?  Thank you.

[asmita6658]

@Barbara471

Select "Refresh".

[Barbara471]

I followed the instructions from Riddle_Decipher dated 12/19 and asmita6658 of 12/21 and reloaded the software.  I can print, but still cannot scan.  Device manager shows "Device SWD\PRINTENUM\WSD-1fc503f0-1d32-4478-8d82-78cd96aad673 requires further installation".

Another thing:  When installing the software I get a message that I'm all set.  It takes me to a screen for HP Smart.  I sign in, everything looks okay, and then sign out. However, when I try to leave (sign out, then X in upper right) I get a message "are you sure you want to close this window?  If you exit, you can complete your set up later by saving this link".   There is no apparent way for me to continue any additional set up from the HP Smart screen.  This might be meaningful for the need for further installation.

Note:  I did not install the Windows built in drivers because (a) I received the full package of software from HP and (b) after installing the HP software my printer works fine as a printer.  If you think I should try the Windows drivers to get the scan capability back, I will, but I don't think it should be necessary.  I've had scan capability in the past with utilizing the windows drivers.

[asmita6658]

@Barbara471

What's the exact error message? Are you trying to scan using the HP Smart app or the printer's software? 

Try installing the printer driver on a new user account - 

1. Tap the Windows icon.
2. Select Settings.
3. Tap Accounts.
4. Select Family & other users.
5. Tap "Add someone else to this PC."
6. Select "I don't have this person's sign-in information."
7. Select "Add a user without a Microsoft account."
8. Enter a username, type the account's password twice, enter a clue and select Next.
9. Tap the Windows icon.
10. Select the User icon at the upper left corner of the Start menu.
11. Select the new user. You'll then sign into your account with your password from step 8.
 

[Barbara471]

After installing the software, I click on the computer, apps. Then I select HP Office Jet Pro 8720, then select scan, manage scan to computer. It shows it’s “enabled”. Then I go over to the printer, select scan on the printer screen, then scan to computer, and then select my computer. I start the scan, the document runs through the feeder. After a short time I get a message on the computer "Unable to communicate with the scanner. Try: 1. Turn product off and on again 2. Ensure cables are connected (not applicable as we are wireless) 3. Verify scan feature is enabled. If this won’t work, try the Print and Scan Doctor."

When I try the Scan & Print Doctor, it sometimes picks up two printers, one from the IP address (presumably) and one from the Hostname (HPCAAA56). Sometimes when running the Scan and Print Doctor, only the first one shows up and sometimes both.

First one: HP Office Jet Pro 8720 PCL-3 (Network)
[fe80::ee8e:b5ff:feca62f%12]

Second one: HPCAAA56 (HP Office Jet Pro 8720)
[fe80::ee8e:b5ff:feca62f]

I select the first one, it works for a while, then I get a screen to select fix printing or fix scanning. I select fix scanning since printing is working fine.  When I select “fix scanning”, the next screen shows “driver error”. The “recommended updates” box and the “device manager box” show a green checkmark. The “Driver Check” box has a red X. The message is “The scan driver is unable to communicate with this product. Save your work, close all applications, remove the power cord from the printer by pulling out the cord (after I turned it off). Plug the cord back in, turn on the printer and restart your computer."

I then try to scan again, after verifying scan to computer is enabled. Then I go over to the printer, select scan on the printer screen, then scan to computer, and then select my computer. I start the scan, the document runs through the feeder. After a short time I get a message on the computer “Unable to communicate with the scanner. Try: 1. Turn product off and on again 2. Ensure cables are connected (not applicable as we are wireless) 3. Verify scan feature is enabled (verified). If this won’t work, try the Print and Scan Doctor.” On the printer screen it says “Connection Unsuccessful. The scan could not be completed. Make sure the computer is connected to the printer and try again”. Since I’m able to print, it is clear that the computer is connected to the printer, it’s just not connected to the scanner ability.

At the bottom is an option to Fix, or Close. I select Fix. I click Continue on the next screen which has properly identified my printer, HP Office Jet Pro 8720 PCL-3 (Network). (This screen did NOT show the hostname HPCAAA56.) Again, when I select fix scanning on step 2 it says “driver error”. The “recommended updates” box and the “device manager” box show a green checkmark. The “Driver Check” box has a red X. Under that, it says “This tool is unable to solve the problem even after a restart. Go to HP Customer Care to get help resolving this issue.”

Tried the Print & Scan Doctor again. This time two printers show up (again). I selected the second printer (Hostname), then fix scanning. All results have a green check mark (No red X). Message is “everything checks out with your scanner. When I tried a test scan, the document goes through the feeder, computer screen shows scanning page 1.scan. Then message: “Unable to communicate with the scanner.”

Suggests
1. Turn off the printer and on again
2. Check cables (we’re wireless)
3. Verify scan to computer is enable (it is)
If these don’t resolve the issue, click on FIX to run the HP Print and Scan Doctor.

I’m going in circles and getting nowhere.

Note: sometime the HP Print & Scan Doctor shows 2 printers, and sometimes only one. Device manager shows only 1, and Control Panel Devices and Printers shows only 1. The Hostname printer HPCAAA56 only shows up as a second printer on the Doctor, and not every time.

[Barbara471]

I will hold off on adding a new user until you have a chance to go over my previous rather lengthy message.

I use the printer to scan (select scan, scan to computer), and a "test scan" from the Print/Scan doctor.  I have not used HP Smart.