Cannot scan from glass

[FirstAveFH]

My "scan dialog" box on my computer no longer gives me the option of scanning from the glass, It will only scan from the feeder. Unfortunately, the feeder on my hp Officejet 8620 thinks there is a paperjam whenever it tries to pull the paper through, so I am unable to use the feeder for anything. It used to scan from the glass without a problem, but now when I try to scan, a box opens stating that there is no paper in the document feeder. How can a change it back to scanning from the glass?

[MKazi]

@FirstAveFH

Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP Officejet Pro 8620 e-All-in-One Printer. I read that the printer does not scan from the scanner glass bed and a message appears saying that there is no paper in the document feeder. Secondly, while trying to scan from the document feeder, the printer displays a paper jam error. Not worry, I'll do my best to help you. 

To provide an accurate resolution, I need a few more details: 

• What operating system are you using?
• Is the printer able to make a copy from the glass bed and the document feeder?
• Did any hardware changes take place on the printer recently (like a paper jam, etc.)?
• Are you trying to scan from the computer application or the printer's front panel menu?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Disconnect the power cable from the printer while the printer is still ON.
• Disconnect any other cables if connected the printer.
• Press and hold the printer’s power button for 15 seconds.
• The printer should be directly connected to the wall outlet and not to a surge protector.
• Reconnect the power cable to print and the printer should power ON by itself. If the printer doesn’t power ON then please manually power it ON.

If the printer continues to display a paper jam error from the document feeder then please perform the steps from this HP document. 

If you're using the Windows operating system then please perform a printer firmware update via this link.

For Mac OS, please use this link to update the printer's firmware.

I sincerely hope this fixes the issue. Let me know what happens. All the best! 🙂

[robsep51]

The link listed is no good. Please update.

[asmita6658]

Hi @robsep51

Welcome to the HP Support Community. 

Are you experiencing an issue with the paper jam in ADF? If yes, please try these steps -

Step#2 Clear jammed paper from the automatic document feeder (ADF) and

Step#3 Clean the rollers in the ADF from this document.

To update the printer's firmware, refer to this document for steps - HP Printers - Updating or Upgrading Printer Firmware

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[mommadorian]

I'm trying to scan a photo from the glass.  I'm getting an error message that says, "no items were detected in the automatic feeder."  I can't figure it out.

Thanks for any help.

Dorian

[asmita6658]

Hi @mommadorian

Thanks for replying. Let's try these steps to reset the printer - 

1) Take out the cartridges. 
2) Unplug the power cord from the printer & wall. 
3) Wait for 30 seconds.  
4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector. 
5) Insert the cartridges back into the printer.

Also, try updating the printer's firmware. To update the printer's firmware, refer to this document for steps - HP Printers - Updating or Upgrading Printer Firmware

Keep me posted. 

[mommadorian]

I still can't print using the scan function on the printer nor can I when using HP Easy Scan.  The only time it works now is when I go to (Mac user) System Preferences, click on Printers & Scanners, then click on Open Scanner.  But, I couldn't do that yesterday.  I'm not sure why all of the sudden the other 2 methods aren't working.

Thanks for helping me get this far, at least.

[asmita6658]

Hi @mommadorian

Thanks for replying. 

What's the model name of the printer and what's the macOS version installed? 

Let me know. 

[Kilo3]

I'm having the same problem.  I've followed the fix instructions, but there was no change. I also removed and reinstalled the current driver.  My printer is HP Officejet Pro 8600 Plus.  My macOS is:  Catalina 10.15

[mommadorian]

I have a HP Officejet Pro 8620.