HP 9020 won't scan to computer

[CAPICINC]

I have an 9020 that's connected via usb to my computer. I put a document in the ADF to scan, printer says "document loaded" no problem.  I tap scan-> to computer ->select my computer -> scan.  The scanner bar moves (which it should not), BUT, the ADF dosen't send the page into the scanner. So, I put the paper on the scanner flatbed.  Scanner moves, but nothing on the computer, even though the screen on the OfficeJet says it completed sucessfully.

Also, tried a copy.  ADF, scanner, copier, all worked perfectly.  So it can copy from the feeder, but won't scan.

Tried rebooting, no change.

[sandytechy20]

@CAPICINC

Welcome to the HP support community.

I understand that you are getting a scan of a computer issue, I am glad to assist you.

Are you getting any error messages?

Meanwhile:-

Perform a power reset, reset the printer to recover from printer errors or failures.

1. Turn on the printer, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Wait at least 30 seconds.
5. Plug back the power cable straight to a wall outlet and printer without any surge protector.
6. Turn on the printer.

Update the printer firmware to install the latest updates on the printer

Here are the steps:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[CAPICINC]

Hello;

Firmware is current (2151A from 12/13/2021)

Attempted power reset. No change.

[CAPICINC]

Any Ideas?

[sandytechy20]

@CAPICINC

This might require one on one interacting to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Cheers.