HP OfficeJet Pro 8025e Scan Problem

[privatename]

Hello,

It is now August 27, 2022 in the USA. I have a HP OfficeJet Pro 8025e (that I purchased directly from HP in January 2021) that is hardwired into my computer (no wireless function at all. I turned it off on purpose). The printing function works fine. The copying function works fine. Up until today, I have been able to scan without any problems. I haven't scanned anything for a few months now, but still, I haven't had any previous problems until now. Tonight, when I tried to scan a document, my computer told me it could not "communicate" with the printer. More specifically, it says, "Unable to Communicate with the Scanner". It tells me to turn the printer on and off, to make sure all cables are securely connected and to download the HP doctor. I turned the printer on and off several times. I unplugged then plugged back in (after a 30 second delay) both the printer power cord and USB cord a few times. I downloaded the HP Doctor software. Ran it a few times. Each time the software ran a test scan, there was no result from it. It was as if the test scan blinked then disappeared. I checked all connections and all are secure. I have a sinking feeling it has to do with yet another bad update from either HP or Microsoft. How do I fix it? How do I get the scan function back?

Thank you.

P.S. HP, if you are watching, please offer alternative contact methods other than "phone" for your Deaf and Hard-of-Hearing customers.

P.S.S. HP, if you are watching, please make the serial number large enough for a human being to read. Better yet, put the serial number sticker on the front of the printer.

[privatename]

This is a screen capture of what I see before I run a Test Scan in the HP Doctor software. What is Windows WIA Scan?

[sandytechy20]

@privatename

Welcome to the HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[privatename · Accepted solution]

(Edited to add deleting 8025e from printer lineup if previously installed.)

Solved!

All by myself, thank you!

For Windows 10, 64-bit.

USB connection between HP OfficeJet Pro 8025e and PC.

This is for previously installed 8025e that may have lost communication between the PC and the scanner function of the 8025e.

1. Turn off printer. Disconnect from power source and PC (be sure to remove the USB cord from the PC).

2. Uninstall all HP-related software/apps from PC.

3. Uninstall/delete 8025e printer from your PC under Devices/Printers.

4. Restart PC.

5. Download and install/run HP Easy Start Printer Setup Software 14.5.6 (11.7 MB). I can't insert hyperlinks. Go to the HP website and search for 8025e setup. They will take you to a webpage with all the software and drivers available for 8025e. Look for "HP Easy Start Printer Setup Software, version 14.5.6 (11.7 MB)".

Follow instructions. Confirm that you have 8025e (HP Easy Start will say it’s 8000 or some generic number series. That’s fine) and that you want USB connection.

HP Easy Start will also recommend automatic updates (click yes) and HP Smart (click yes, but don’t run or open HP Smart after HP Easy Start completes the set-up. Wait until you finish the next step). If HP Smart opens up after HP Easy Start completes its set-up, just close HP Smart. You can open it up again and add a printer later.

6. Run Windows Update and download the HP driver (it will be in the optional driver update section). Finish the download/installation. Restart computer. Yes, you do need this driver. 

[You need to have some sort of an app from HP to help Windows recognize what kind of printer you have, but HP Smart will not find your printer. No matter how many times you try, HP Smart will never, ever find your printer. I don’t think HP Smart does well with USB. It’s designed for Wi-Fi/Ethernet. You must start with Easy Start because Easy Start will find your printer and tell Windows what printer you have, and then Windows will send you a driver update. Why we have two different companies sending us driver updates is beyond me. So you must install/run the mini Easy Start (14.5.6 at 11.7 MB) first then install the driver from Windows then run HP Smart then you realize HP Smart is crap so you have to install the big Easy Start (49.11.4670 at 208.4 MB). By the way, you must start with the mini Easy Start because the bigger Easy Start by itself will not recognize the scanner (you will get an error message during set-up). To enjoy the 8025e as a true AIO printer, you must install the mini Easy Start, HP Smart, Windows Driver and the big Easy Start drivers/apps. Why there are so many steps, I don't know. Ask HP and Windows/Microsoft.]

Note: If you check your Devices/Printer setting after installing and running Easy Start, you will see two versions of 8025e. Don't worry. #7 below will take care of it.

7. Print a test page. You will most likely have two versions of your printer under Devices/Printers. Go into MS Word, open a blank document, type “testing”, click on Print, but make sure you select for 8025e (Windows defaults to their built-in PDF printer so you need to be sure to select for the 8025e printer in MS Word). There will be only one printer in there. But after you print the test page, that duplicate printer under Devices (Printers) will magically disappear. Now you have only one 8025e printer.

8. Go into Devices in the Control Panel or Settings and make 8025e your default printer. At this point, you still do need to make 8025e your default printer. But you can't do it earlier/sooner because there's two copies of 8025e. You won't know which one is the good version (and, yes, there is a good version and a bad version, but you can't figure it out until you do the test page, then the bad one disappears. That's when you have to go back into Devices/Printers and make 8025e your default printer).

9. Try finishing the HP Smart app set up. Open it, add printer and follow instructions (don’t worry about the USB connection). If it doesn’t work, forget it. Close the app. Stick it somewhere in a dark corner in your PC. You will most likely never use this app again. I haven't since I got 8025e in 2021. If you ever want to use your printer with Wi-Fi or Ethernet, you will most likely need to use HP Smart. HP Smart isn't for USB-connected printers. But don't delete/uninstall it! For some reason, you need both versions of Easy Start and HP Smart for the whole hot mess to work.

10. Download and install HP OfficeJet Pro 8020 All-in-One EasyStart Printer Setup Software---Offline Use Only 49.11.4670 (208.4 MB). Follow the prompts, remember you want the USB connection. I can't insert hyperlinks. Go to the HP website and search for 8025e setup. They will take you to a webpage with all the software and drivers available for 8025e. Look for "HP OfficeJet Pro 8020 All-in-One EasyStart Printer Setup Software---Offline Use Only 49.11.4670 (208.4 MB)".

11. Restart. Run a test scan. It worked for me. Hope it works for others.

This was after countless configurations of the steps. I think I ran about seven or eight different scenarios until this one worked. Hope it works for others in the same situation.

[privatename]

Thank you, but that wasn't pertient to the problem I had. It was just disability support, but I found the private message. Thank you.