Fix my Scanner

[Singa2]

I have an HP OfficeJet Pro 8020 Series. I have been trying for over an hour to get technical support, the automated system cannot understand me when trying to give my serial number and refuses to transfer me to a live representative. I should not need to have an account and give you my information to just get help for my device. My printer is connected to my computer, shows that it's idle, is able to print, but cannot scan. Your HP Smart app will not connect to my printer, meanwhile my COMPUTER is. I cannot scan anything because of this. I had everything connected a couple of months ago and something happened to where it disconnected ALL OF OUR DEVICES. Help me please, what's the point in even owning your product if you can't use it. Your support is trash.

SERIAL NUMBER [Personal Information Removed]

[A_Gayathri]

Hi @Singa2 ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you are facing an issue with your HP OfficeJet Pro 8020 scanner working again. Let’s go step-by-step to troubleshoot the issue.
 

1. Restart Devices and Network

• Restart your printer: Turn off the printer, wait 60 seconds, and turn it back on.
• Restart your computer: Reboot the computer you’re trying to scan from.
• Restart your router: Unplug it for 10 seconds, then plug it back in.

2. Check HP Smart App Connection

It seems that the HP Smart app isn't connecting properly. Try these steps:

• Re-add your printer in the HP Smart app.
  • Open HP Smart on your computer.
  • Click on Add Printer.
  • Follow the prompts to reconnect your OfficeJet Pro 8020.

If that doesn’t work, try reinstalling the HP Smart app:

• Uninstall the HP Smart app from your computer.
• Download the latest version of HP Smart from the HP website.
• Reinstall the app, then try connecting the printer again.

3. Update Printer Drivers

If the app fails to detect the printer, updating your drivers might help.

• Go to the HP support website and search for the latest drivers for your HP OfficeJet Pro 8020.
• Download and install any available updates.

4. HP Print and Scan Doctor HP Print and Scan Doctor

HP provides a troubleshooting tool called HP Print and Scan Doctor:

• Download HP Print and Scan Doctor and run it.
• Follow the prompts to diagnose and fix scanning issues.

5. Firewall and Security Software

Sometimes, security software blocks communication between devices. Temporarily disable your firewall and antivirus, then try scanning again. If this resolves the issue, create an exception for the HP Smart app in your security software.

6. Windows Scan App

You can use the Windows Scan app as an alternative to the HP Smart app:

• Press Windows Key and type Scan to open the Windows Scan app.
• See if the scanner can be detected and attempt to scan a document.

7. Check for IP Address Conflict

If all devices got disconnected, there might be an IP address conflict.

• Find the printer's IP address:
  • On the printer, go to the Wireless settings.
  • Print a Network Configuration Page to get the IP address.
• Manually assign an IP by accessing the printer’s EWS (Embedded Web Server):
  • Open a web browser and type in the printer’s IP address.
  • Go to the Network Settings and manually assign a new static IP address.

Refer to this document: HP OfficeJet Pro 8020 All-in-One Printer series User manual 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.