Scan to computer not working - HP8610

[Deehofman]

Help please! Im tearing my hair out!! The computer to printer will work but the scan to computer function is coming up with all sorts of issues. Was working fine and now misbehaving ....

[X-23]

Hello @Deehofman,

Welcome to the HP Support Forums!

I would like to assist you today in resolving the scan issues you're experiencing on your HP Officejet 8610 All-in-One product. However, I do need a bit more information before I can accurately resolve this issue for you.

1. What Operating System are you using on your Computer?

What's my OS?

2. Is your printer connected through a USB cable or a Network connection?

If you're experiencing software connection errors with the 'scan to computer' feature please run the HP Print and Scan Doctor tool to 'fix scanning' issues for you.

HP Print and Scan Doctor

In the meantime I'm also going to provide you with the link for the HP Support document regarding Scan Communication Errors:

A 'Computer Not Found' or 'Connection Error' Message Displays for HP Officejet Pro 8610, 8620, 8630,...

Should these steps fail to resolve your issue be sure to respond to this post with your connection type to the computer and what Operating System you're using. Good luck!

[teriberi]

I am having the same problem.  I have not been able to find a solution in the forum for this printer.  a few minutes after I boot my laptop, I get a windows notification that "scan to computer has been deactivated.  network connection to computer was lost".  I continue to get this message every so ofter as long as i am using the computer.

however, I can print a document with no issues, even after the "connection has been lost".  I push the wireless icon on the printer and it shows high signal strength.  the computer is definitely "seeing" the printer.  I can airprint to the computer from my table or phone. 

my PC is running win7 pro 64-bit with service pack 1. 

the computer and printer are connected to the same home network.

I have reinstalled the entire printer software package from the HP website in case a driver was corrupted.

this has not solved the problem.

another post suggested making sure that WIA and dependent services are activated in windows.  I did this and it has not solved the problem.

I did download, install and run the scan doctor.  it said that there is a problem with the DRIVER and the computer and printer are not communicating.  as above, this is not affecting printing and the scan doctor confirms that printing is fine.  

it seems that something is deactivating scan to computer "on purpose" but I cannot figure out what is doing this.  if it is the virus software, it does not affect printing.  I have seen other posts indicating that scanning is 2-way communication, so I imagine that could be part of the problem but I do not know what settings to change.  

I am using McAfee VirusScan Enterprise+AntiSpyware Enterprise 8.7.0i. 

[X-23]

Hey @teriberi,

I understand that you're experiencing issues when scanning from the front panel of your HP Officejet 8610 All-in-One product to your Windows 7 computer as you are getting the message that 'scan to computer has been deactivated'. I would like to assist you today with resolving this scanning issue. By the sounds of what you're describing this does sound like a two-way scan communication issue. Printing only requires one-way communication as your computer sends the print command to your printer. However, when scanning the printer sends the prompt to scan to the computer and they communicate back and forth until the scan image is successfully sent to the computer. The router or software on your computer can occasionally 'block' the two-way communication. If this happens you either get a scan communication error or a 'scan to computer has been deactivated' error. I will be walking you through a quick step of temporarily disabling the background programs from running on your computer to narrow down the exact cause of this specific communication error.

• Just to clarify, when you get the 'Scan to Computer has been deactivated' message on your computer, are you still able to scan using the HP Scan software on your computer, rather than the front panel of the printer?

If you're not sure how to scan through the HP Scan software please follow the steps below.

1. Open the HP Printer Assistant software icon on your computer desktop. It should look similar to this:

2. Once the HP Printer Assistant software opens select Scan a Document or Photo. HP Scan will now open. Please try scanning from the computer.

In the meantime, I am going to have you temporarily disable the background programs on your computer to verify if a specific program or your McAfee Security Software is 'blocking' the scanner as 'threat' trying to access your system.

1. Click on your Start menu
2. In the 'search programs and files' box right above Start, type msconfig and hit enter on your keyboard
3. When the System Configuration Window opens select 'Selective Startup' and uncheck Load Startup Items
4. Click the Services tab. Check the box at the bottom for Hide All Microsoft Services
5. Select Disable All
6. Select Apply and OK
7. Restart your computer when prompted

Once your computer restarts please test the front panel scanning option again. Because all background programs are disabled you may need to manually 'Enable' the scan to computer feature in order to test it. Once you manually Enable the feature it should stay Enabled for you. To enable Scan to Computer simply reopen the HP Printer Assistant software on your computer desktop and select Manage Scan To Computer. Once the Scan to Computer dialogue box opens click Enable. Once Enabled please test the scanner to verify if it now consistently works for you.

You may want to Enable your background programs once you've had a chance to test scanning.

1. Click on your Start menu
2. In the 'search programs and files' box right above Start, type msconfig and hit enter on your keyboard
3. When the System Configuration Window opens select Normal Startup
4. Select Apply and OK
5. Restart your computer once final time

When your system comes back up all programs will return to their normal startup.

Please respond to this post with the result of scanning through the HP Scan software, and the result of disabling the background programs on your system. I look forward to hearing from you! 🙂

[teriberi]

hi X-23

I am at work now and the "offending" printer is at home, but I can tell you that I have tried to scan using both the printer control panel and the HP software on the computer.  when I use the printer panel, the scanner starts and then I get an error message on the control panel saying the network connection was lost.  so, it seems to start out OK but then something causes the connection to drop once scanning is in progress (perhaps once data starts transmitting to the computer?)

when I use the software on the computer, the scanner also starts scanning and then after 2-3 pages an error message pops up saying that the network connection was lost. 

so, its happening regardless of whether I initiate the scan from the printer or the computer.

I did check my windows firewall settings and quite a few HP programs are allowed to get through - I imagine this was done during intial set up.

I will do what you suggest below this evening and get back to you with the results.

thanks for your help.

teri 

[X-23]

Hey @teriberi,

Thanks for getting back to me regarding this issue. Because the scan communication issues are occuring through both the HP Scan software and the front panel Scan feature this issue is either going to be caused by your router blocking the two-way communication or, one of the background programs on your computer. Once you're able to temporarily disable the background programs and test the machine we'll know with 100% certainty if the issue lies with the router or the computer. After we isolate the issue I will be able to guide you towards a solution.

Good luck! 🙂

[teriberi]

disabling all background programs allowed scan to computer to work.

long story short - I figured out that it is my McAfee virusscan enterprise software that is blocking the scanner from transmitting data to the computer over the wireless connection.  if I disable the virus scanner I can run a scan.

clearly it is not ideal to disable virus scanning every time I want to run a scan, so I will contact McAfee to find out how to tell VirusScan Enterprise to stop blocking my HP scanner.  it is not an easy program to configure, but my workplace supplies it to us so I have been using it. 

thanks for you help. I am going to call this "solved" from the HP perspective - unless you know how to configure VirusScan to allow specific programs to transmit data to my computer 😉

teri 

[X-23]

Hey @teriberi,

Thanks again for getting back to me regarding this scanning issue. Now that you were able to narrow down the issue to the McAfee VirusScan Enterprise Security software, there are likely ports that need to be opened within the McAfee software to 'allow' your scanner access.

I did some research but was not able to locate exactly how to alter these settings within the Enterprise software. I could only find documentation for Enabling or Disabling the software which we have already done. For accurate support on configuring the McAfee VirusScan Enterprise Security software I would recommend that you reach out to McAfee support.

McAfee Support Center

It has been a pleasure working with you. I wish you luck going forward with this! 🙂

[brioskip]

my macbook air is connected to a hp office jet pro 8610 and ihave been able to scan documents to it previously.  i find that now the scanner says that it is not connected to the computer.  what steps should i take to remedy this problem.

[brioskip]

my operating system is osx10.10.3 and the printer is connected via usb cable.