CANNOT CONNECT TO SCANNER

[PSC87]

HP Office Jet Pro 8715

I can print but keep getting "Cannot connect to scanner" message. Have been scanning for years with no problem.

[Nal_NR]

Hi @PSC87

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are having issues with the scanning. 

If your HP OfficeJet Pro 8715 can print but displays a "Cannot connect to scanner" message, it may be due to a software or network issue. Here are some steps to troubleshoot and resolve the issue:

1. Restart Devices

• Printer: Turn off the printer, unplug it from the power source, wait for 60 seconds, and plug it back in. Turn it on again.
• Computer: Restart your computer to reset any potential software conflicts.

2. Check Network Connection

• Ensure that both your printer and computer are connected to the same Wi-Fi network.
• Wired Connection: If using a wired connection, ensure the Ethernet cable is securely connected.

3. Update Printer Firmware and Software

• Firmware Update: Check for any firmware updates for your printer through the HP Smart app or the printer's control panel.
• HP Software Update: Download and install the latest version of the HP Smart app or HP Scan software from the HP Support website.

4. Check HP Smart App

• Open HP Smart: Open the HP Smart app on your computer.
• Add Printer: Ensure your printer is added and showing as connected in the app.
• Scan Document: Try scanning a document through the HP Smart app.

5. Run HP Print and Scan Doctor

• Download and Run: Download and run the HP Print and Scan Doctor to diagnose and fix any connection issues.

6. Check Firewall and Antivirus Settings

• Firewall: Temporarily disable your firewall and antivirus software to see if they are blocking the scanner connection.
• Add Exceptions: Add exceptions for the HP software and printer in your firewall and antivirus settings.

7. Reinstall HP Printer Software

• Uninstall: Go to Control Panel > Programs > Uninstall a Program and uninstall all HP printer software.
• Reinstall: Download and install the latest software for your printer from the HP Support website.

Kindly check the next set of steps in the next post. 

Hope this helps! Keep me posted for further assistance.

 Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @PSC87

Find the next set of steps below. 

8. Check Scanner Driver

• Device Manager: Open Device Manager on your computer.
• Imaging Devices: Expand the Imaging Devices section and ensure the HP scanner driver is listed and has no errors.
• Update Driver: Right-click on the HP scanner driver and select Update Driver.

9. Check Scanner Settings

• Control Panel: Go to Control Panel > Devices and Printers.
• Printer Properties: Right-click on your HP OfficeJet Pro 8715 and select Printer Properties.
• Scanner Properties: Go to the Scanner tab and check if the scanner is enabled and correctly configured.

10. Reset Network Settings on the Printer

• Network Reset:
  • On the printer control panel, go to Setup > Network Setup > Restore Network Settings.
  • Reconnect the printer to your Wi-Fi network and try scanning again.

11. Check for Multiple Devices

• Ensure there are no other devices with the same IP address or network conflicts that might be causing the issue.

12. Scan from a Different Computer or Device

• Try scanning from a different computer or mobile device to determine if the issue is with the printer or the specific computer.

By following these steps, you should be able to resolve the "Cannot connect to scanner" issue with your HP OfficeJet Pro 8715. If the problem persists, contacting HP phone Support for further assistance may be necessary as this could be a hardware issue. 

Hope this helps! Keep me posted for further assistance.

 Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.