8620 scanning issues

[Redbirdwatcher]

I have been having multiple scanning issues with my HP Officejet Pro 8620 for quite a while.  I don't know if they are related or independent.  I have no issues with printing or copying.  I am running the latest version of Chrome on an HP desktop, running Windows 11.  

1 - I can no longer download the full webpack drivers for the printer.  When I download the drivers from the HP website, it shows that I am downloading the Full webpack 116.  In the Chrome download history, it shows that I have downloaded “Full webpack 116”.  However, only the basic software is installed.  Under Installed apps in Windows Settings, it shows “HP Officejet Pro 8620 Basic Device Software”.   I have uninstalled and reinstalled the drivers countless times, with no change.  I don’t know if this is driving the next two issues or not.

2 - After downloading the basic drivers, I can only initiate a scan from the PC program.  If I try to initiate a scan from the screen on the 8620, everything is fine until I get to the final step, pressing the “Save as…” button.  At that point, after about 30 seconds, I get the following error message, “Scan Unsuccessful  The scan could not be completed due to one or more of the following issues: - Connection to the computer is lost. - The scan application on the computer is currently in use. - OCR application is not installed on the computer.  See the computer monitor for details”.  There is never a message on the computer monitor about the error.  Also, the reference to the OCR app is part of what makes me wonder if this is related to the first issue.

3 - After installing and using the basic software, after the computer has sat for a while (e.g., a day) or has been restarted, I get an error message when I attempt to initiate a scan from the computer, indicating that it can’t find the printer.  I have to redownload and install the (basic) drivers again before I can scan.

I have tried the HP Print and Scan Doctor multiple times.  Each time it highlights that there is a driver error, but that’s all.  I have reset the 8620 to factory settings multiple times, uninstalled and reinstalled the software multiple times.  The result is always the same.  All the issues started about the same time.  Any thoughts?

[Raj2111 · Accepted solution]

Hi @Redbirdwatcher 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

Here’s a comprehensive approach to troubleshoot and hopefully resolve all three of your scanning issues:

1. Download and Install Full Webpack Drivers

• Ensure Complete Uninstall: Before reinstalling, use the Windows Control Panel to fully uninstall any HP printer software.
• Remove Leftover Files: After uninstalling, check the C:\Program Files (x86)\HP directory and remove any remaining folders related to the Officejet Pro 8620.
• Download from Official HP Site: Go to the HP Drivers page for your model. Make sure you select the option for the Full Webpack Driver during installation.
• Run as Administrator: Right-click on the downloaded file and choose "Run as administrator" to ensure it installs correctly.

2. Resolve Scanning Issues

• Check Connections: Make sure the printer is connected via USB or is properly connected to the same Wi-Fi network as your PC. If using Wi-Fi, check the printer’s wireless status on its display.
• Initiate Scans from the Printer: After ensuring the correct drivers are installed, try scanning directly from the printer again.
  • If you encounter the "Scan Unsuccessful" error again, consider disabling any third-party antivirus or firewall temporarily to see if they’re interfering.

3. Install Required Applications

• OCR Software: Some features, like OCR, may require additional software. If you need OCR functionality, consider installing an OCR application or check if it’s included in the full driver package.

4. Fix Printer Detection Issues

• Network Configuration: If your computer loses connection to the printer after a period, try setting a static IP address for the printer via your router's settings. This can prevent it from changing IP addresses and losing connection.
• Update Printer Firmware: Sometimes, updating the printer's firmware can resolve connectivity and scanning issues. Check the HP support site for any available updates.

5. Use HP Print and Scan Doctor

• Since you mentioned running this tool, ensure that after every change or reinstallation, you run the HP Print and Scan Doctor again to diagnose and fix any errors.

6. Check Windows Settings

• Allow Apps to Access the Printer: Go to Settings > Privacy & Security > Camera and make sure your scanning software is allowed to access the printer.

I 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.
 

-Regards
Raj-HP Support