Scan to Computer no longer available

[AROCHACASTLE]

Hello!,  I currently own the HP OfficeJet Pro 8620.  I have the original software and drivers that came with the product on two other computers in my household and whenb I try to send a scan at the printer to one of those two computers, their computer name show up on the display as destinations.  My new HP Pavillion Desktop computer name does not populate as a destination, and on this PC I have downloaded the newer software and drivers.  I trying downloading the older software and drivers, but when I attempt to "Activate" online I always receive an error message even after downloading the HP troubleshooting software.  The newer software gives me steps to take in the settings area, but I keep receiving the message that the administrator needs to proform this task....I am the administrator.  I really don't know where else to go with this problem.  So, in short is am unable to use the "Scan to Computer" feature to my new HP desktop.  Thank you

Abel

[Kumar0307]

@AROCHACASTLE, Welcome to the HP Support Community!

Try scanning from the Hp Smart app and check if that works.

I understand you are trying to scan from the printer screen using the 'scan to computer' option. This requires a full-feature printer driver to be installed on the computer.

Check if you have one installed. If not, click here to download the HP Full-featured driver.

Once downloaded, make sure to run the file to start the installation and follow the on-screen instructions.

Open the HP Printer Assistant > Go to Scan > Manage Scan to computer > Enable

Try scanning.

Hope this helps! Keep me posted. 

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! 

[AROCHACASTLE]

KUMAR0307,  I have downloaded this software in the past.  It loads up fine, but when it comes time to "Register Online", it fails.  It can see my printer, well I have to input the IP address of the printer manually, it doesn't see the printer automatically.  It's just that last action that fails.  I currently have the new "HP Smart" software, but that doesn't allow the "Scan > Manage Scan to computer > Enable" setting.  Please advise.

R/

Abel

[Kumar0307]

@AROCHACASTLE

You do not have to register online, skip that step. As mentioned in my previous post, you will need this software to scan from the printer screen. HP Smart will not help with this issue.

Also, when you install the driver, you do not have to enter the printer's IP address. The software will detect the printer. Make sure the printer and the PC are on the same wireless network.

Keep me posted.

[AROCHACASTLE]

Kumar0307, now it seems i'm worse off then when I had started.  The .exe starts normally and I get the selection to choose Wireless, Wired, or USB.  Click wired and the search starts, it finds my printer with the correct IP and wiring method, then I click next, and after about 5 mins I receive the message that it could not find the printer.  I've done this 4 times with no success.

  

[Kumar0307]

@AROCHACASTLE

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Technical Support team in your region for further assistance. 

Keep me posted for any other assistance.

[AROCHACASTLE]

So, it turns out that link took me to the HP Notebook only section after waiting for about ten minutes, then was transferred to the "printer" section, and waited another ten minutes.  After going through everything I explained here on this forum, the representative proceeds to tell me that all of a sudden the "access points" i have in my home network are the problem.  Mind you I have not changed anything in my network except for replacing my old Dell PC (printer worked with that old PC) with this new HP PC (thinking since the printer and the PC are the same brand that they would be perfectly compatible).........WRONG!!!  So, if he would have explained to me how the "Access Points" are interfering with the printer software, I may have been more open to heis request of dismantling my home network, but that is no easy task with a family.  I didn't understand how the access point were the problem when I have the printer connected via CAT 5 to a switch that is connected to my PC via a CAT 5, and that switch goes directly to the Modem via a CAT 5, also the other computers that are connected to the network via WiFi using the same software work great, but the hardwired PC doesn't work because the Access points........  

[Kumar0307]

@AROCHACASTLE

We shall escalate this issue to the concerned team.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[AROCHACASTLE]

So, I received the private message and responded within a week Feb 10th.  Since then it's been crickets...........  Still no closer to a resolution.