Why is scan option missing from HP officejet pro 8600 Printer Assistant?

[Willie]

My Printer Assistant was fine then one day suddenly all the scan options dissappeared from the menu.  I tried reinstalling but that didn't resolve the problem.  I then uninstalled the printer and software and everything I could find on my computer that related to HP products or software.  Downloaded most recent drivers and software, installed them and then got these error messages when I tried to run Printer Assistant Software:

Then I totally uninstalled everything and installed fresh from CD.  Worked fine, but was right back where I started with no scan or other options on Printer Assistant menu.

Tried everything.  Even tried to contact HP support, but that too failed.  The HP website made me verify that my printer was still under warranty.  They sent me an email confiming it was under warranty and instructions to contact them via email from their support website.  When I tried, I got the same message I did the first time that they couldn't confirm my printer was under warranty.  I was in an unending loop.  So I haven't yet been able to talk to anyone in HP support.

Very frustrated

[SilverBullet007]

I've been working on the same issue today. The scan actions along with some other links have all disappeared. I've went through installing it again and saw the links for a second, then they disappeared again.

Can not seem to get them pack. I can browse to the printer by the ip address through the web browser and can set up scanner actions there. However it was nice that the HP assistant had the options too.

These are the only options I have now.

 

[ShlomiL]

Hi Willie,

Follow the steps listed in the following thread, I believe that should resolve the problem:

http://h30434.www3.hp.com/t5/Scanning-Faxing-and-Copying/6500-e-710n-z-All-in-one-printer/m-p/217735...

SilverBullet007 - download and install the latest Full Feature software from the site:

http://www8.hp.com/us/en/support-drivers.html

If you see any similar problem as described after installing the latest software follow the same steps as linked above.

Shlomi

[SilverBullet007]

Thanks Shlomi. That worked for me.

[Willie]

Thanks for the quick reply, Shlomil. Unfortunately your suggestion didn't work. I Went to the page you referenced. Couldn't complete step one. No "UDC_Files” folder in “C:\Program Files\HP\\Bin\". Also noticed that those instructions were for a 6500 e 710n-z All in one printer. I have an Officejet Pro 8600.

Despite the fact that I had no UDC_Files folder on my computer, I decided to search for the missing .json files both on my computer and on the HP install disk that came with the printer. No luck. I then looked more closely at the error messages I received when I tried reinstalling with the most recent software downloaded from the HP site. Error messages said it was looking for something called "HPSolutionsPortal.htaUDC in “C:\Program Files\HP\HP Officejet Pro 8600\Bin\". found no such file on my computer or on the Hp install disk.

The only thing I can think of it to uninstall again and reinstall with the most recent software from the HP site. I've already done that 3 times and every time I get the same messages when I try to launch the Printer Assistant software.

Still have no idea how to send an email message to HP technical support.

[ShlomiL]

Hi Willie,

Although the steps listed there for the 6500A its applies for the 8600 as well, the only difference is the printer folder which listed generally anyway.

As you mentioned you looked for the UDC_Files in C:\Program Files\HP\\Bin\, be sure to add the pritner model (C:\Program Files\HP\HP Officejet Pro 8600\Bin\)

You will not find it on the CD as the version included in the CD is older and different than the latest one installed from teh HP site.

If you still cannot locate the folder go to Programs > HP > HP Officejet Pro 8600 and select Uninstall.

Go to C:\Program Files\HP and completely remove the HP Officejet Pro 8600 folder.

Next go to C:\ProgramData\HP\ and completly remove the HP Officejet Pro 8600 folder.

Now reinstall the latest software and check if that resolve the problem, if it still persists try following the steps above, I believe the UDC)Files folder should be listed now.

If you would like to contact HP support via Email you may select your region and follow Technical support after you buy within the Email section below:

http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

Shlomi

[Willie]

Thanks again Shlomi for your very quick reply.

Unfortunately the problem remains.  I followed your instructions and uninstalled the printer and fully removed the folders as you recommended.  I then installed what I believe to be the most recent software (OJ8600_1315.exe) which I downloaded from the HP Website.  I got the exact same errors following reinstallation.  I then went to the instructions you directed me to and this time I was able to find the UDC_Files folder.  I renamed the two files as per the instructions and found and copied the corresponding files from the CAB file on my machine to the appropiate directories and renamed them appropiatly.  Tried to launch HP Printer Assistant and got exactly the same error messages.

One thing I did notice this time was that one of the error messages indicated it was reading from a file called HPSPPrrogress.hta.  I located this file and noticed it was very small, only 8 KB, and it was dated much earlier (5/9/2012) than almost all the other files in the directory.  They are dated 10/17/2012.

What do you suggest I do now?

Bill

[kenjisf]

I had the same issue with MacBook Pro laptop, OS 10.11.5.  Turned out it was the wireless router with duo wifi, 2.4 gig and 5 gig.  The wireless function in the 8600 only works with 2.4 gig so I had to call Lynksis, find my wifi, enter a password and identify the 2.4 router and name that I choose for printing and scanning. In the meantime, I upgraded the driver. Took both HP and Lynksis tech support and 2 hours to get this straight.