Officejet Pro 8620 Connectivity Issue

[Sean501]

Hello. My 8620 all-in-one printer recently lost scan capability to my home office Toshiba laptop, with the computer screen message:  "The HP OfficeJet Pro 8620 was not found." The print function was working at that time.  HP Technical Support took control of my screen and proceeded with a series of troubleshooting steps including downloading new drivers.  Ultimately he was not successful in connecting it to the network and after the troubleshooting I can no longer print OR scan. The tech believes it is a Windows 10 update issue, which has created compatibility conflicts. I was told that nothing more can be done, and that I need to buy a new printer.  As the printer is less than two years old and otherwise has worked well for me, I want to give this forum a shot at a solution.  Also noted, the printer is still fully functional with a separate work laptop which is on Windows 7.   

[sabretooth04]

Let's try this...

Fully de-install and remove the printer and all its software.  Use this program here:

http://www.iobit.com/en/advanceduninstaller.php

When shown use Powerful Scan at the end and delete all registry entries shown for the printer.

Now go back and reinstall the Full Featured Software and Drivers from the HP web site.

[Sean501]

Besides the Basic Device Software, should I de-install and remove any of the following? 

- HP Officejet Pro 8620 Help

- HP Update

- HPDiagnosticCoreDll

- I.R.I.S OCR

[sabretooth04]

I would wait to see if you need those programs.

[Sean501]

Took those steps but still unable to connect to network. It attempts to connect for 5-10 min's then an error msg (Unsucessful Network Installation).

[sabretooth04]

Did you run the Wireless Setup Wizard from the front panel to connect to your routers SSID with password first?

Have to connect before running the software.   Status now?

[Sean501]

It was connected to the SSID, but I disconnected then reconnected using the PW, then did the same on the laptop.  Also did a re-boot, power off/on, etc.  Still no change in status though.

[sabretooth04 · Accepted solution]

Time to start from scratch.  Remove everything. Download the User Guide from the HP web site and following the installation instructions.

[Sean501]

The printer is fixed!  I did it by doing the steps your recommended, then connecting via USB.  It now appears fully functional.  The system also indicates it is connected wirelessly but am keeping it wired up just in case.

Thank you for the brainstorming and troubleshooting.  Without your support I probably would have had to buy a new printer.  This forum is a great resource.

[DanielV1]

I have a HP 8620 printer and a Surface Book laptop that was running Win 10 1709 and the printer was working OK until an automatic update around 30 April 2018. Since then the printer is "driver unavailable" or "not online" I have tried all the above and still no joy. The printer will work from another surface pro laptop I have and if it is connected to the surface book laptop usb connection. The problem seems to be my Surface Book Windows 10 which has now been changed to Windows 10 version 1803. Please help!!!