Double-sided scan disabled for my multi-function

[GraemeMcMillan]

Recently my OfficeJet Pro 8600 stopped being able to scan double-sided through the ADF. This feature was the reason I bought this printer over the opposition, and I'm flabbergasted that HP have killed the functionality with no regard to their customers.

I have:

- Used HP Scan and Print Doctor. It says there is a driver update, I've downloaded and installed the driver, shutdown/restarted. Same issue. I have tried this several times over several weeks. No joy.

- Uninstalled printer and reinstalled it. No joy.

- (By coincidence, my hard drive died, replaced hard drive, restored files, reinstalled printer.) No joy

- Searched for a scanning app that will scan double-sded from ADF- no joy

- Installed HP's new app, HP Smart - no joy

- Reviewed the forums, and found I'm not the only person with this problem. I only did a quick search, no doubt there are many more. However I draw your attention to:

  * https://h30434.www3.hp.com/t5/Scanning-Faxing-and-Copying/I-cannot-scan-double-sided-with-x476dw/m-p...

 - In this thread, the user has exactly the same issue I have, and the answer (which apparently has solved the question) ignores the point that the user is trying to make, which is that there is no option to select double-sided.

- The answer given is to use HP Easy Scan app, click the presets menu, select Edit Settings, set source to ADF and check the box next to this to Scan Both Sides.... THERE IS NO BOX TO SCAN BOTH SIDES, and the user has pointed this out, yet still this issue is solved...???

  * https://h30434.www3.hp.com/t5/Scanning-Faxing-and-Copying/Unable-to-copy-and-or-scan-documents-doubl...

 - In this thread, the helpful reply says, "Have you installed the FULL feature software?

 - When I tried this from HP Smart app, it takes me to an ENDLESS LOOP

     * Enter printer details - fine

     * Goes to Printer Install Wizard - asks me to connect the printer via USB or select tick box if the printer is already configured on my network (which it is and I can print to it fine)

     * Click next - discovers the printer

     * Click printer, and click next - goes back to Printer Install Wizard... Endless loop.

 - Therefore unable to install Full feature software

 - Then to top it all off, HP nicely asks me if I'd like to give feedback, and I would, but the link doesn't work

Looking forward to finding out when HP will return the functionality I had.

[Chimney_83 · Accepted solution]

Greetings @GraemeMcMillan, 

Welcome to HP Forums and Thanks for the post.

I understand that you are unable to perform duplex scanning on your printer. 

Kudos to you for trying to troubleshoot the issue on your own.

Not to worry, I will be glad to assist you. 

Are you able to copy on the printer?

Recommend you update the firmware on the printer by connecting the printer to your computer using a USB cable. 

If the issue persists after the firmware update, request you uninstall the printer software and settings completely by following the exact procedure mentioned below and then install it back on your computer. 

Uninstall the printer from "programs and features" which can be accessed by doing a right-click on the Windows button (Please have the printer Off and disconnected during uninstallation.)

Check in device manager, if the printer is listed there, please delete it. (Right click on the Windows button to access device manager)

Go to devices and printers, select any printer listed there and you will get some options on the top. 

Click on print server properties. 

You will get a popup, click on the drivers tab and delete all the HP printer drivers listed there, if any.

Delete all the instances of your printer listed in devices and printers.

Restart the PC.

Once the PC is on the desktop, press Win + R, it would bring a Run dialog box, 

Type %temp% in the run box and click Ok or hit the Enter button.

It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files, ignore them).

If possible, delete the printer from the registries using Regedit or using any other 3rd party application.

Restart the PC again. 

Download the latest full feature driver from www.hp.com/drivers and install it on the computer.

Connect the printer to your computer only when the setup prompts for the printer. 

Let me know if this helped. 

[GraemeMcMillan]

Hi

I can copy and print single or double sided. I can scan only using the 'Scan to email' app that came with the printer, which only allows single sided. The double-sided scan functionality used to be accessed by managing scan to computer setting, which has been replaced by HP Smart

RE: USB cable, I haven't needed one ever since I bought the printer, (not even for initial setup), now 4 years later I suddently need a printer-specific USB cable in order to update...??? Doesn't that strike you as daft?

I've looked for the cable but since it has never been needed I'm pretty sure it went to the trash a long time ago. And of course, the USB connection at the printer end isn't standardardised, so I can't use a normal USB cable.

I'm sorry, it still strikes me as a poor upgrade option rolled out by HP that removes functionality and the only (apparent since I can't test it) way to get the new firmware is by using previous generation technology which has never been required for this printer...

[Rainbow23]

Hi @GraemeMcMillan,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue still persists after following the steps provided in the previous interaction.

It looks like you were interacting with @Chimney_83, but he is out of the office today so I'll take over from here.

Please follow the step by step guide to reset the printer: 

1. Disconnect the fax or USB cable and then turn the printer on, if it is not already on.

2.With the printer turned on, disconnect the power cord from the rear of the printer.

3.Unplug the power cord from the wall outlet.

4.Wait at least 60 seconds.

5.Plug the power cord back into the wall outlet.
NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

6.Reconnect the power cord to the rear of the printer.

7.Turn on the printer, if it does not automatically turn on. The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
8.Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

If the issue persists, then you may need to contact HP phone support for further assistance at the link: www.hp.com/contacthp

You have a good day ahead.

[GraemeMcMillan]

Hi

Solution provided by Chimney_83 did work, thanks.