Unable to copy or print (just started) with my HP 8720

[mth4]

Printer suddenly stopped being able to copy or print.

When I try to copy, the 'copying page 1/1' comes up and nothing happens.  Only option is to cancel.  Tried both feeding the paper I'm copying and just putting it on the glass.

When I try to print, i see the job in the print queue, I see it in the print menu but nothing happens.  At the top of the screen on the printer, it flashes grey / green with the only option to hit the X.

Oddly, it will print a test page (meaning when I go to the settings menu).

I have checked the firmware, up to date.

i have reset the printer, no change

Did an alignment on the cartridge and color check.

With a simple thing like copying, it seems like this is a simple problem.

Have tried to use virtual assistant, the diagnostic tools they have (dr?) and even tried to call support but have not gotten past the automated serial number question (end up in a recursive loop that never proceeds).  Get my printer is out of warranty, but seems like HP would provide better support (they even mention a fee which I'm ok with; if I ever actually get help...).  Opened a case even which gets closed with no comment/explanation.  Just need help....

Anyone have advice?

[Betty0610]

@mth4

Welcome to the HP Support Community.

1. With the printer turned on, disconnect the power cord from the printer, disconnect the power cord from the power source, and then wait 30 seconds.

2. If you are using a power strip or multi-plug adapter, connect the cord directly to a wall outlet to make sure the printer is getting enough power.

3. Reconnect the power cord to the printer, and then try making a copy.

   • If the issue persists, connect the printer to a different wall outlet to determine if the original outlet is causing the issue.

   • If the issue persists using a different wall outlet, partially lift the scanner lid, and then press the Copy button or icon. If the scanner light does not illuminate or move across the glass, it could be a hardware issue.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[mth4]

I had done what you are suggesting before but decided to try it one more time.  This time I started getting errors about depleted cartridges.  I had ruled out any issue related to this because the print page looked just fine (all colors,etc).  Played around with the cartridges but that error wouldn't go away.  So I have just now replaced all the colors and things started working.  Started copying right away and then I ran the diagnostics from my laptop and did a test print from there and it all worked.

Not 100% sure the cartridges were the issue all along or not, but things are working again.   Mostly posting this because someone else was having some of the same symptoms so worth a check of the ink to see if you may have the same issue.

[Betty0610]

I'm glad to hear that and you're most welcome. Do get back to us in the future for further assistance.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a nice day and stay safe!:)

[notebooker]

I wanted to add that I had this exact problem on my 8725 - Can print reports (even from the computer), can scan, but no ability to print or copy. Mth4's solution of replacing the cartridges worked for me.

I even tried the special OOBE reset twice, and every time there was a clicking sound from the printer showing that the hardware was getting started and then the printer screen just kept turning as if it was working on it, but nothing happened, and I would have to just cancel.

But when I tried one more time, not expecting anything different after having turned the printer on and off so many times, it finally said that the magenta cartridge had been depleted and would refuse to even try to print. In my case, it had been the depleted color cartridges all along that was causing this problem. After replacing the color cartridges, all 3 of which had shown that it was nearly empty, everything started working again.

If the printer hadn't finally said after a day of working on it that the magenta cartridge was depleted, I might not have known why the printer wasn't working. After all, the reports were printing just fine, and I had plenty of black ink, so I thought all I had to do was just not print color. It might have been good for the printer to explain why it was refusing to print, especially since I could print status reports, and I could still see color in the status reports.

Thanks to Mth4 for providing the solution so that I could be pretty confident that replacing the cartridges would resolve the issue without worrying about whether I would be wasting my money buying 3 new cartridges. In my case I replaced with aftermarket cartridges, and it worked fine. In the printer's setup, "Printer Maintenance," then in the "Update the Printer," you can set the printer to not even to check for an update so that new firmware will not invalidate the ink level indicator chips on the aftermarket cartridges. Having lost a whole day working on this issue, I hope somebody else going through this same issue might be able to just cut to the chase and replace the cartridges if they are having the same problem.