8725 scan driver doesn't install

[Riddle_Decipher]

@Barbara471 That was a lot to read, phew!! excuse me if i've missed anything, that said, the best way forward is to either use the HP Smart App as an alternate app, or if you don't like that, you could try a complete re-installation of the driver using the root level technique mentioned below:

• Press "Windows key" + "r" to get the "Run" window.
• Type "services.msc" to get Services - Go to "Print spooler" - Right-click and "Stop" the service.
• Now again open "Run" - Type "spool" and ok - Go to PRINTERS folder - delete everything in that folder.
• Go to services again - Start the print spooler.
• Now check for issue resolution.
• If the issue persists, unplug the USB cable from the printer (if present). 
• Go to Control panel - Programs and feature - Select all the HP printer entries and uninstall them.
• Now go to Control panel - Devices and printer - Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type - "c:/programdata" - Go to the Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.

Then, use this link to access the HP website, find the drivers compatible with your windows and install it: click here

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[Barbara471]

12/28/19 In response to 12/24/19 instructions from Riddle_Decipher HP Support Agent

I was not able to “stop” the print spooler; it wasn’t an option. Instead I selected “refresh” as I was instructed previously.
When I open “Run”, type “spool” and ok and go to PRINTERS folder there is nothing in the folder to delete.

After starting the spooler, I tried scanning. Result: unable to communicate with the scanner.

I uninstalled The HP OfficeJet Pro 8720 basic device software and the HP OfficeJet Pro 8720 Help file. Under devices and Printers, I removed 3 printers. There was no HP printer listed to remove, only 3 others.

Under Print Server Properties, Drivers there were 3 HP, one Dymo, and 7 Microsoft drivers. I selected remove for the 3 HP. It asked if I wanted to remove the driver only, or the driver and driver package. I selected driver only for the 3 HP drivers listed.
I received a 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 turned off the printer and tried again with the same result. It’s not in use on the printer, which is turned off. The driver remains and I am unable to remove it.

Should I try removing the driver AND the driver package? Or move on the “c:/programdata”, etc.

[asmita6658]

@Barbara471

Yes, remove the driver and driver package. 

[Barbara471]

When I tried to remove the driver and the package I get a message that it failed (both driver and driver package) because the driver and the driver package are in use.  The printer is not in use, is not powered on.

[Barbara471]

When I tried to remove the driver and the driver package I got a message that it failed (both driver and driver package) because the driver and the driver package are in use. The printer is not in use, is not powered on.

Then I tried going back to the first step of the 12/24/19 instructions from Riddle_Decipher. This time I was able to STOP the spooler, where previously I had to REFRESH. I followed the instructions up to Run, “c:/programdata”, HP folder. There did not appear to be any folders related to the printer.

Here’s what I have under the HP folder:
Diagnostics (empty)
HP Easy Start-PDSMQ-PDSMQ Local Settings (file date 12/24/16)
PDSMQ-PDSMQ Local Settings (file date 12/23/19)
Resources – empty
Temp – empty

Note that the subfolder “PDSMQ Local Settings” is a subfolder of both HP Easy Start folder and PDSMQ folder. I don’t know if this could be creating a problem but thought I should mention it.

I then restarted the computer, went to the HP website and downloaded OJ8720_basicx64_40.12.1161.exe. I selected automatic setup. Printer shows it’s connected to the network with good signal strength. I entered IP 192.168.5.80 taken from the Network Configuration Report of the printer. Then I get the message “unable to find the device”. I tried the hostname: HPCAAA56 and it goes to a screen “the device will be installed using the IP address”. (This after saying it was unable to find the device by IP address.) I skipped the fax setup. Received notice that software is installed and setup is complete.

Did a test of the printing – looks fine. Checked under device manager and it shows the printer requires further installation. Tried a scan to computer. Unable to Communicate with the Scanner.

Downloaded and launched the HP Smart Ap. Selected Scan. “Scanning is currently Unavailable”. Scan to computer is enable in the HP software.

Is there a particular driver I can download that will re-enable scanning?  Something separate from the complete package I downloaded? 

[Riddle_Decipher]

@Barbara471 Yes there's a separate driver available for your device, although its a generic windows driver, it should work:click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[Barbara471]

I am reluctant to install a print driver because printing is fine; the problem is only with scanning.

I checked the Device Manager for the 8720 printer on 3 computers on my network.  All three computers indicated The device requires further installation, but the references are different on all 3.

Computer #1:  My HP All in One Computer

Device SWD\PRINTENUM\WSD-9a11b50f-545a-4384-a8f2-d5f1a46b35e1

Computer #2:  Ed's HP All In One Computer

Device SWD\PRINTENUM\WSD-0990ffcc-0e2b-44dd-9959-1927d46a86ab-0063

Computer #3:  Toshiba Laptop

Device SWD\PRINTENUM\WSD-a3ebc3be-addd-4fe5-97sc-205c8e8f0651.0061

Given that all three computers require further installation, is it possible that there is a problem with the actual HP 8720 software?  Another thing that is strange:  When I go to the printer and press scan to computer, sometimes it will list my computer.  Other times it doesn't list any.  It never lists the second HP or the Laptop, but all three computers can print.

Is this meaningful?

[Riddle_Decipher]

@Barbara471 The suggested driver would help resolve issues with the scanner and the same can be used for printing too, however, if you aren't comfortable with the suggestions, the only other way you could resolve the issue is by contacting the support team to discuss you option on remote session for further assistance:

follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.