Scan & Copy problem on OJ Pro 8720

[Hans_Von_Bongo]

Hi,

My OJ Pro 8720 has stopped scanning and copying. Printing is no problem.

Problem started with paper jam and printer asked mt to turn off/on printer. Didn't solve the problem but now the scan/copy function will not work at all either with document feed or on the flatbed. The scan head does not light up or move.

If I scan from the computer (HP Easy Scan), it says it is scanning but nothing happens on the printer.

I have tried resetting to factory settings - this makes no difference.

Any ideas?

[A_Gayathri]

Hi @Hans_Von_Bongo,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you've already tried some troubleshooting steps, such as resetting the printer to factory settings, but the issue persists. 

Here are a few more steps you can try to resolve the problem with your HP OfficeJet Pro 8720:

Check for Firmware Updates: Ensure that your printer has the latest firmware installed. Sometimes, firmware updates can address known issues and improve functionality. You can usually check for updates through the printer's control panel or the HP website. Software and Drivers for HP OfficeJet Pro 8720 All-in-One Printer series

Inspect for Paper Jam Residue: Even if you've cleared the initial paper jam, there might be some residual paper or debris stuck in the printer's mechanisms, particularly around the scanning area. Carefully inspect the printer, including the document feeder and flatbed, for any obstructions. Use compressed air or a soft, dry cloth to remove any debris.

Restart Printer and Computer: Sometimes, a simple restart of both the printer and the computer can help resolve communication issues between the devices. Turn off the printer, unplug it from the power source, and wait for a few minutes before plugging it back in and turning it on again. Restart your computer as well.

Check Connection Cables and Network: Ensure that the printer is properly connected to your computer and that the network connection (if applicable) is stable. Try using a different USB cable or connecting via Wi-Fi to see if that resolves the issue.

Reinstall Printer Drivers and Software: Uninstall the printer drivers and software from your computer completely, then reinstall them using the latest version available from the HP website. Sometimes, corrupted driver files can cause scanning and copying issues.

Refer to this document: HP OfficeJet Pro 8720 All-in-One Printer series

I hope this helps. 

Take care and have a good day.

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!

[Hans_Von_Bongo]

many thanks for that. The only thing I hadn't down was shut down and restart the computer/printer together, which I have now done and it makes no difference.

There are no bits of paper left in the feeder. I have tried blasting it with compressed air, etc.

If I scan from the computer - nothing happens at the printer (feeder or flatbed) but HP Easy Scan says it has completed the scan. 

If I copy on the printer it just says it is copying but nothing happens - the scanner light doesn't come on and nothing moves - feeder or scanner across the flat bed.

I am now thinking that there is a mechanical problem with the printer

[A_Gayathri]

Hi@Hans_Von_Bongo ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that  This needs one-on-one interaction  I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.m

I hope this helps! Keep me posted for further assistance.

Please click “Accept as 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!

[Hans_Von_Bongo]

Thanks Gaya1239 but there is no Private message and when I click on the link I am told I do not have sufficient privileges!