Scan to computer not working - HP8610

[brioskip]

my operating system isosx10.10.3 and i have a usb cable connection

[X-23]

Hello @brioskip,

Welcome to the HP Support Forums!

I understand that you're experiencing issues when scanning from your HP Officejet Pro 8610 e-All-in-One Printer to your Mac OS X 10.10 computer. I would like to assist you today with resolving this scan issue. Because your printer is connected via a USB Cable to your Mac, I believe that the scan issue that you're experiencing is software or driver related, rather then connectivity related. Therefore, I am going to run you through some standard Mac troubleshooting steps below.

Step 1: Reset the Print System:

To start, I am going to have you Reset the Print System on your Mac as it is important that we have a nice clean slate to work with for troubleshooting. Please click here for instructions on how to perform the Reset. When the website opens follow the steps under 'Resetting the printing system in OS X Lion.' This Reset will remove every printer from your Mac. However, it does not uninstall the printers. Therefore, should you use other printers on this Mac, once the Reset is complete simply ensure that the printers are connected via a USB Cable or Network connected and (+) Add them back in. Do not add your HP Officejet back in at this time.

Once the reset is complete, please proceed to the next step.

Step 2: Uninstall Drivers and Software:

Next, please click here for steps on how to properly uninstall your printer. Once the site opens select the dropdown for 'Mac OS X v10.6, OS X v10.7, OS X v10.8, and OS X v10.9' and follow the appropriate steps to complete the uninstall process.

Once the uninstall is complete, please continue on.

Step 3: Verify and Repair your Disk Permissions on the Mac:

1. Open Macintosh HD and go to Applications
2. Go to the Utilities Folder
3. Open the Disk Utility
4. Select the Hard Drive volume you are using (usually on the left)
5. Select Verify Disk Permissions
6. Once that process is done, select Repair Disk Permissions

Step 4: Check for Apple Updates:

1. Go to Apple
2. Select System Preferences
3. Select Software Update
4. Click Update Now
5. Install your available updates
6. Restart your computer

Step 5: Reinstall your Software and Drivers:

Lastly, please click here to download the Full Feature Software and Driver package for your printer. Once the download is complete please follow the onscreen prompts to install your printer. Once the installation has completed successfully please test scanning to confirm that the scan issue has been resolved.

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you! 🙂

[Maestro57]

I have the same problem with the scanner, except I cannot even get to the "manage scan to computer" function

inside the HP Assistant. The "Print" button does nothing. 

Is this true for you too?

[X-23]

Hey @Maestro57,

Welcome to the HP Support Forums!

I see that you are experiencing issues when scanning from the front panel of your HP Officejet Pro 8610 e-All-in-One Printer to your computer. I would like to assist you today with resolving this issue. However, before I can accurately guide you to a solution I do need to know what operating system you're using on your computer? If you're not sure, please see here: What's my OS?

Once I know what operating system you're using I'll be happy to guide you to a solution. I look forward to hearing from you! 🙂

[Maestro57]

I am on Windows 7.

The real problem which is causing a block to a solution of this is:

When I open the printer asistant before the "print" icon is dead! non resonsive and the name string of the printer is missing (network) at the end

I just opened the Printer assistant and I got the right page WITH (network) at the end of the mane string and the "Print" icon works, and the Manage Scan to Computer button now tells me that the scanner is enabled and it all works BUT.

When I go back out of the Printer Assistant and back in a gain it gives a quick flash and blip on the screen like it is defaulting to a different page an up comes this other Printer Assistant screen (without Network in the name) an a non functional "Print" icon.

help please, this looks loke a software issue. 

[X-23]

Hey there @Maestro57,

Thanks for getting back to me regarding this issue. 🙂

Because the HP Printer Assistant on your WIndows 7 computer never consistently recognizes your HP Officejet it means that the printer driver is successfully installed, and the software is successfully installed but the two are not linked properly. To resolve this issue we'll just need to run some standard software and driver troubleshooting steps. Please follow the steps below.

• Step 1: Remove Driver:

1. Click on your Start menu
2. Select All Programs
3. Select the HP folder
4. Select your HP Officejet
5. Select Uninstall. Please follow any onscreen prompts to complete the uninstall.
6. Next, click on your Start menu
7. Select Devices and Printers
8. In the Devices and Printers folder, if you see your HP Officejet still listed please right click on it and select 'Remove Device' or 'Delete'
9. Once the HP Officejet has been successfully removed please left click once on any device that shows under the Printers and Faxes section. You just want to highlight the device
10. Next, click on Print Server Properties at the top
11. Under Print Server Properties click on the Drivers tab
12. If you see your HP Officejet driver showing under the list please click on it. Next, click on Remove. Click Remove Driver only from the pop up box
13. Click OK
14. On the Print Server Properties window click Apply and OK
15. Close Devices and Printers. Please proceed to the next step.
    

• Step 2: Clear Temp Files:

1. Click on your Start menu
   
2. In the 'search programs and files' box located right above Start after you click on it, type %temp% and hit enter on your keyboard
   
3. When the Temp folder opens, select Ctrl + A at the same time on your keyboard. Everything in this folder will now highlight.
   
4. Select the 'delete' button on your keyboard. The Temp folder contains temporary internet files. No actual files or folders on your computer will be affected by deleting the Temp files. Should a Temp file still be used then you will automatically get the pop up to 'skip' that item.
   
5. Close the Temp folder once it is emptied
   
6. Right click the Recycling Bin on your desktop and select Empty Recycling Bin. Please proceed to the next step.
   

• Step 3: Install Device:

1. Please click here to download the Full Feature Software and Driver package for your printer
2. Once the download is complete please follow the onscreen prompts to install your printer

Once the install has completed successfully please test scanning to computer. Should everything function properly, please test opening and closing the HP Printer Assistant software to ensure that your printer is consistently recognized.

Please let me know if the steps I've provided resolved your issue. You may also click the 'thumbs up' icon below to say "Thanks for helping!" Best of luck! 🙂

[Maestro57]

Thanks X-23,

job done, everything works now.

great guidance and help, you are awesome!!

regards,

Maestro57 

[imacusergv]

I am a imac user connected wirelessly to an HPOfficejet Pro 8625 printer .  When I upgraded a few weeks ago to OS X 11.1 El Capitan, I lost my ability to "scan to computer" from the HP printer control panel.  I get "no computer found".  I go to "HP Utilities" app on my imac and find that  "scan to computer is disabled"   I check the box "enable scan to computer" and get  another error message..." unable to communicate with device, check cables, restart computer and printer" .  

I am able to scan through " hp easy scan", and other pieces of software on the mac.  But I really want to be able to use the printer control panel also.  I have spent a good 8 hours on this stuff, to no avail.  I am wondering if El Capitan and HP are not compatible now.   help, please

[X-23]

Hey @imacusergv,

Welcome to the thread! 🙂

I'd like to assist you today with resolving the Scan to Computer conflict that you're experiencing when trying to scan from your HP Officejet Pro 8625 e-All-in-One Printer to your Mac OS X 10.11 computer. Thank you for including that the HP Easy Scan software is functioning for you - this proves with 100% certainty that both the printer hardware, and connectivity with the Mac is fine. Therefore, to start troubleshooting I'm going to provide you with some standard Mac troubleshooting steps to resolve this Scan to Computer conflict. Can I please have you try the steps below.

• Step 1: Reset the Print System:

1. Choose Apple menu > System Preferences, then click Printers & Scanners.
2. Hold down the Control key as you click in the list at the left, then choose “Reset printing system” from the menu that appears.
3. After you reset the printing system, the list of printers in Printers & Scanners preferences is empty.

This Reset will remove every printer from your Mac. However, it does not uninstall the printers. Therefore, should you use other printers on this Mac, once the Reset is complete simply ensure that the printers are connected via a USB Cable or Network connected and (+) Add them back in. Do not add your HP Officejet back in at this time.

Once the reset is complete, please proceed to the next step.

(Source)

• Step 2: Uninstall Drivers and Software:

Next, please click here for steps on how to properly uninstall your printer. Once the site opens please follow the  appropriate steps to complete the uninstall process.

Once the uninstall is complete, please continue on.

• Step 3: Verify and Repair your Disk Permissions on the Mac:

1. Open Macintosh HD and go to Applications
2. Go to the Utilities Folder
3. Open the Disk Utility
4. Select the Hard Drive volume you are using (usually on the left)
5. Select Verify Disk Permissions
6. Once that process is done, select Repair Disk Permissions

• Step 4: Check for Apple Updates:

1. Go to Apple
2. Select System Preferences
3. Select Software Update
4. Click Update Now
5. Install your available updates
6. Restart your computer

• Step 5: Reinstall your Software and Drivers:

1. Please click here to download the newest drivers for your printer

2. Once downloaded, please follow onscreen prompts to install your Officejet. Be sure to check that the HP Scan software is to be installed as well (if you have the option of choosing manually)

3. Once installed, please ensure that the Officejet driver is being utilised on the Mac and not the Apple Airprint driver. To check the driver, click the Apple menu, and then click System Preferences

4. Click Print & Scan, and then check if the name of your printer displays in the Printers list

5. Click the name of your printer, click the minus sign (), and then delete the printer

6. Click the plus sign (), click Add Printer or Scanner, click the name of your printer

7. Click the Use or Print Using box, and then select the name of your printer in the pop-up menu. Ensure that the Officejet driver is selected

8. Click Add to add the printer to the list.

- Source

Once your Officejet is confirmed as using the correct HP driver, please test the Scan to Computer feature from the front panel of your printer.

Please let me know if the steps provided resolve this issue. You may also click the 'thumbs up' icon below to say "Thanks for helping!" Good luck!

[IP_Lawyer_Rich]

I frequently have the same problem.  My laptop is an HP Envy.   OS is Windows 10 64-bit.  I constantly get the message that Scan to Computer not working with my HP 8610.  I have to restart the computer often to get it going again.  I need clear, simple instructsions to fix.  Thanks.