cannot scan using hp smart

[BestinShow]

HP OfficeJet Pro 8620 - started having problems when printing, printer would go offline after every few prints.

I removed the device from my PC, and re-installed the drivers.  The re-install created a "new" device, now I have:

HP OfficeJet Pro 8620

AND

HP OfficeJet Pro 8620 (network) 

Note: both are the same printer

HP OfficeJet Pro 8620 is offline, and the (network) Officejet is online

2 problems:

HP Smart is pointing to HP OfficeJet Pro 8620 - which is offline), and that is what I use when I want to do a scan.

But I cannot figure out how to change HP Smart to point to the (network) printer instead.

will address 2nd problem in additional post - although I think problems are all related

[Jay_G24]

Hi @BestinShow

Welcome to the HP Support Community. I'd be happy to assist you

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience.

Let's try and uninstall the printer software from the root level on your PC and install the full feature printer software.

--->In Windows, search for and open Programs and Features.

--->Select your HP printer.

--->Select Uninstall.

--->In Windows, search for and open Devices and Printers.

--->In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”

--->Open up the run command with the "Windows Key + R" key combo.

--->Type printui.exe /s and click OK.

--->Click on the Drivers tab.

--->Look for HP Printer driver. If you see it click on it and click remove at the bottom.

--->Select OK.

--->Select Apply and OK on the Print Server Properties windows.

--->Close Devices and Printers.

And then reinstall the printer full-featured drivers from software and drivers page 

Try the steps in the document to resolve the offline issue -Printer is Offline (Windows)

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.

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Have a great day!