"Could not complete scan" error when using Windows Fax and Scan

[motorbike]

"Could not complete scan" error when using Windows Fax and Scan with a HP OfficeJet Pro 8600 Plus All-In-One network printer.

Printing is fine.

When using the HP Scan application, get the error "Scanner communication cannot be established".
When scanning from the printer itself it fails with the same message. In addition the printer panel displays the error:
"The scan could not be completed due to one or more of the following issues:
Connection to the computer is lost
The scanner is in use
OCR application is not installed"

My PC is a HP Compaq Pro 6300 SFF 64bit, with ethernet cable to the router and ethernet cable to the printer
Originally ran Windows 8.0; recently upgraded to Windows 8.1.

Older separate Netgear router and modem was replaced with a newer Netgear Router/Modem, but both experienced the same problem.

There was no problem with the original Windows 8.0 configuration and only after upgrading to 8.1 did the problem emerge.

On my home netowrk I have an HP ProBook 6550b running Windows 7 sp1 that uses wireless to get to the Router, and it has no problem with scanning.

I have followed the recommendations of a number of articles relating to this issue (including: http://support.hp.com/us-en/document/c02915410 but there has been no change in behaviour.

The printer has a static IP address;
Power settings have been adjusted to Never for Turn off Hard Disk; Sleep and Hybrid Sleep.
Scanning has been tested with all firewalls and antivirus turned off and in Selective Startup.
The printer has been plugged directly into the power socket.

With all these settings the Windows 8.1 cannot scan while the Windows 7 laptop with wireless to the router has no problems.

Appreciate any insights into this problem.
I can only surmise that the problem is a compatibility problem between the 8600 Printer and Windows 8.1.
Any ideas?

regards,
Motorbike

[erico]

You can determine if there is compatiblity between the printer and PC by checking the Windows 8.1 hardware compatibility list. I have done that and it is shown to be fully compatible.  If the driver you installed before was only the basic driver,it would explain the lack of scan and copy functionality.

Download and install the Windows 8.1 full feature driver and software on the HP Compaq Pro 6300 SFF 64bit PC . 

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=bi-108858-4&cc=us&dlc=en&lc=en...

[motorbike]

Thanks Erico,

Had done that but no change.

Downloaded and ran it again, this time under the Admin account but no difference.

Also ran the Print and Scan Doctor.

It did find an issue with Scanning and corrected it - so it said.

But still no change.  

Ran the Scan Doctor again, and once again it found a problem and corrected it, but still no difference.

Any further insights appreciated.

regards,

Motorbike

[motorbike]

Thanks Erico,

I have already downloaded that driver and there was no change.

I did run the Print and Scan Doctor and it did detect an issue and said it fixed it, but the problem persisted. Ran it again, it detected and issue and fixed it, but the problem persists.

I have now updated all my drivers on my PC for the latest listed on the HP support page and still no change.

Where do I go to from here?

Appreciate your further insights.

regards,
Motorbike.

[DMC22]

On my HP Officejet Pro 8600 Plus I installed the updated driver of 27May16, and that fixed the problem.

[DMC22]

As a postscript to my previous message.  With the updated printer driver (Windows 10) the Windows Fax and Scan feature would work once, then I had to turn the 8600 Off and On to get it work again. 

I then installed a new driver on my Network Adapter (Realtek PCIe GBE Family Controller) and reinstalled the printer.  The combination of updated drivers, and printer reinstallation, seems to fixed the problem.

If it didn't I'll post another message.