when attempting to scan I get a driver error message

[laura731]

When attempting to scan to computer I get a driver error message.  I have been able to scan to computer in the past.  This printer is only a year old.  I click on fix scan problems and this is the message I get.

[DavidSMP]

Hi @laura731,

Good Day.  A warm welcome to the HP community. I reviewed the post regarding scan related issues with the printer. I will be delighted to assist you here.

Splendid description and great observations made before posting. Kudos to you for that. 🙂

To assist you accurately I would require more information regarding this.

• Did this happen after a software or operating system update?
• Did you run the print and scan doctor utility t try and fix it?

Please perform these steps one at a time and stop if any step fixes the issue for you.

First run the print and scan doctor utility from this link: http://support.hp.com/us-en/document/c02073861   to try and fix it. Then check if it works.

If it does not, please perform these steps:

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 

Then download and install the full feature software from this link: https://support.hp.com/us-en/drivers/selfservice/hp-officejet-pro-8620-e-all-in-one-printer-series/5...  and this should do the trick for you. Please make sure that you select the correct operating system

Also, you could use HP scan and capture from this link: http://support.hp.com/us-en/document/c04675206  that shows you how to download and use it.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please. Please note that I am not overloading you with a lot of troubleshooting steps.

Instead, just like you, I am eager to ensure that the problem gets resolved. So I am providing you with more resources and information at your disposal to deal with the situation better.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a superb week ahead. 🙂