HP Officejet 8625 suddenly stopped scanning to computer on two of our computers.

[Parrontof3]

Sometime over the last week, I lost the scan ability within the Printer Assistant and on the printer itself (scan to computer).  It says to check that the scan to computer function is enabled (which it is...).  I have two computers that this is failing on, the third, a laptop is still able to scan from the HP Printer Assistant software.  All three units are on the same version of the operating system.  I have tried on one computer uninstalling & reinstalling and now it won't successfully install at all.. says it can't find the 8625 on the network (even though it presents me with the 8625 on the connectivity screen to select a network printer to install).  I have tried installing using the IP address as well & that's failing now too.. 

Anyone run into this or have any ideas for me?  I have tried all the solutions I could find online... I must be missing the 'one' that will fix this for me!!!

[Parrontof3]

Anyone have a real solution instead of a phony phone number?

[Betty0610]

@Parrontof3

Welcome to the HP Support Community.

Let's run the HP Print and Scan Doctor:

Use this link for details on using the HP Print and Scan doctor: https://hp.care/2JyaC93

If the issue persists, let's do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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

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

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer.

Once done, please download and install the software from here:

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Parrontof3]

Thanks, but I have done all those steps and many more already.. repeatedly.  I have searched this forum for anything that might have helped and I have tried every last step.  Nothing has worked.  There is some peculiarity between the latest windows build and the install package for the 8600 series printers.  I tried a system restore to a previous time and that failed to even complete.. spent the entire afternoon getting my desktop back to a usable point.

There has to be something else to do... this printer isn't that old that it needs to be tossed in favor of a newer one. 

[Parrontof3 · Accepted solution]

OK... I just got it installed... SUCCESSFULLY!  And the solution is so stupid easy... I can't believe I didn't think of this myself... I kept digging through the posts on this forum until finally... I found what worked.

Uninstall what you may have left on the machine (for 8620 software/help & hpupdate-this version of update on my machine was from 2013 --& causing errors in the application log that threw me off track).  Anyhow,  then run the install package for the 8620... OJ8620_198.EXE in COMPATIBILITY MODE FOR WINDOWS 7.

For those that may not know how to do this, right mouse click on the install package, go to Properties, Compatability tab, put a check in the box next to Run this program in compatibility mode for:  then in the drop down box, select Windows 7 and hit apply/ok. 

I also opted to check Run this program as an administrator, but honestly, it's not needed... I tried it with & without that box checked, so long as it's run in compability mode, everything installed fine for both wireless & wired ethernet connections.

Then run the package.  It found the printer by it's ip address on it's own, said it would install it that way & all the software installed... all of it.  I just tested scanning from my computer & it's working again...

UPDATE: On my other computer, I had to hit the 'Next' button 3 times for it to find & install the printer (it would come back to the same page of the install package, I just kept hitting 'Next' to force it to search again & on the third try it installed completely on that pc too..)

Here's the link with this answer  I tripped over in someone else's request for help for the same issue (to give credit where credit is due of course):

https://h30434.www3.hp.com/psg/board/message?board.id=PostPrint&message.id=814718#M814718

[Parrontof3]

::

[Betty0610]

I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

Have a nice day!:)

[Parrontof3]

Uhm, Betty... your solution didn't help at all, sooo just for the record,  I wasn't thanking you for solving my problem, I was being polite. 

I was, however, giving credit to the forum contributor who had the actual solution (which was to install using Windows 7 Compatibility mode.) I posted the link to his/her comment.