Blue screen error C4EB863F when scanning

[gdc53]

My HP OfficeJet Pro 7740 has been working OK with a wireless connection for over two years.  Recently, when attempting to scan multipage documents it has been freezing up, presenting a blue screen with error code C4EB863F or C4EB867F.  I can clear the error by re-booting the printer and/or computer and router but the error reoccurs after scanning a few more pages.  I have tried the following steps to correct the problem but without any success:

1) Running HP Print and Scan Doctor.  The program detects the presence of two printers (even though I only installed one), HP 765627 (HP OfficeJet Pro 7740 Series) and HP OfficeJet Pro 7740 (NET).  The HPPSdr program finds no problems with the HP 765627 device but can't complete communication with the HP 7740 (NET) device.

2) I have ensured that all drivers and firmware, both for printer and network router, are current.

3) I have uninstalled and reinstalled the printer using the Full Feature driver package

4) I have tried scanning with firewalls disabled

None of the actions above have rectified the problem.  Any assistance would be appreciated.

[Jay_G24]

Hi @gdc53,

I'd like to help!

Try the below suggestions-

Let's try a power reset on the printer

Reset the product

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the printer.
• Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Set a manual IP-

To set a manual IP and try the steps below -

--->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

--->Open a web browser (ex Chrome or Mozilla) and type in the printer's IP

--->then go to network ---> general ---> network protocols ---> select IPV4 only-->apply 

--->go to wireless ---> wireless 802.11---> select manual ip ---> apply

--->Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS.  

--->then go to settings on the main ews page --> power management ---> select sleep mode to max 15min

 Connect the printer to TCP/IP port- follow the below instructions-

 --->Touch on the wifi icon ((i)) on the printer, and take down the IP address 

a. Click Start/Devices and Printers.  Right-click on your HP Printer.  Select Printer Properties.  Select the Ports tab at the top.

b.    Select Add Port.  Select Standard TCP/IP Port.  Select New Port.

c.    Follow the Add Port Wizard.  Under Printer Name or IP Address, .  Example:  192.168.1.15.  The IP address will be copied under Port Name.  

d.    Select Next and Finish the Wizard.

 Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware 

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

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