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Officejet Pro 8610 printer intermittantly will not scan

HP Recommended
Lenovo
Microsoft Windows 10 (32-bit)

The above printer is connected to my computer by USB.  Intermittently it tells me it is not connected to the computer, or it says "scanner communication cannot be established".  It tells me to make sure the printer is on and "ensure your network is functioning properly". This happens once in awhile for no apparent reason. I have done nothing. I have changed nothing. One day it scans and the next day it will not. It ALWAYS prints however. It is on, it is plugged in. Disconnecting it and reconnecting it does not help. Re-booting the computer does not help. Or maybe sometimes it does (I shut down my computer every night), because suddenly the scan dialogue DOES connect. It's a pain in the ass, it's frustrating and I don't know what to do to obliterate the problem.It tells me to run the HP Print and Scan Doctor. So I click that link. it asks me if I want to let it make changes. I say yes. The bar goes across showing that something is being done or downloaded. Then the box closes and nothing happens after that and I get the same box saying communication can't be established.

 

I am a modestly tech-savvy senior. I would appreciate feedback in plain language as much as possible! HELP!! Sure hope someone can offer insights.

 

Thank you so much!

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HP Support Agent
HP Support Agent
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@Lynn1492, Welcome yo HP Support Community!

 

Follow the steps below to isolate and resolve the issue-

 

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

Uninstall and reinstall the printer software

Resolve scan connection issues by uninstalling the printer software before reinstalling the latest driver.

  1. Disconnect the USB cable from the printer, if necessary.

  2. In Windows, search for and open Control Panel.

  3. Under Programs or Programs and Features, click Uninstall a program to open the list of installed programs.

  4. Click the HP printer name to open the uninstall confirmation window, and then click Yes to complete the software removal.

  5. Make sure the printer is turned on, cartridges are installed, and plain paper is loaded in the main tray.

  6. Go to 123.hp.com. This guided service automatically locates the correct print driver or app for your computer operating system version.

  7. Follow the instructions to download and install the driver or app. During the installation, select HP Smart or the full software option to get the most out of your HP printer, and then follow the steps to set up the printer connection.

Try to scan. If the error persists, continue to the next step.

 

Check Windows Image Acquisition settings

Windows Image Acquisition (WIA) is a Windows service that helps communication between the computer and scanners. If WIA is not activated, scan jobs can fail.

  1. In Windows, search for and open View local services.

  2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA).

  3. Look at the Status and Startup Type values.

    • If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. Skip to the next step.

      Making sure WIA Status is Running, and Startup Type is Automatic

    • If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

      If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

  4. Try to scan. If the error persists, continue to the next step.

Troubleshoot the printer connection

At this point, the printer is probably not connected to your computer.

Go to Troubleshoot a USB Printer Connection for more information.

 

Hope this helps! Keep me posted. 

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
I am an HP Employee

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