• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Locked

‎06-21-2023 01:00 PM - last edited on ‎07-06-2023 06:25 AM by Retired

HP Recommended
Product: HP OfficeJet Pro 8715 All-in-One Printer

After a Firmware update the 8710 printer didn't communicate with the PC to Scan.  After uninstalling the software and a reinstall of Basic WebPak 64 40.15.1230 failed, I uninstalled the software and reinstalled another version

OJ8710 FullWeb Pak 40.12.1161.  Still had to run Print & Scan Doctor which resulted in two printer icons showing in the PC Devices & Printer Section.

I have several questions I would like your assisstance;

  • Why are there two printer icons showing (see below) and if the Scan Only is removed will the PC still communicated with PC
  • The 40.15.1230 version software says basic.  Is the failure to Scan because it is not "full "
  • Will you provide the settings to ensure all settings are enabled.  When this scan issue happened last month it was recommended to enable "ScanToPCActivationApp”, in Task Manager startup.  It was enabled yet still a problem.
  • What are the troubleshooting steps to manually check because Scan Doctor stopped at "Device Status" (see below image.

 

 

ark210_1-1687373350007.png

 

 

Why 2 Printer Icons showing for the same/only printer HP 8710 printer being used.

Since an update of the firmware, I had issues with Scanning to PC.  Using Scan Doctor these two printer icons appeared.

The Scan Only name which is truncated says “do not delete”    Will the other printer icon PCL-3 Network print and scan?

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

 

ark210_2-1687373439840.png

 

Category:
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.