HP Officejet Pro 8020 Scanner Problem

[RPP127]

I have a HP Officejet Pro 8020, which worked well with Windows 10. I recently upgraded to Windows 11, printer works fine, however when selecting the scanner I receive an error message " there is a problem Scanning".   

[Hawks_Eye]

Hi @RPP127 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for your patience. If your HP OfficeJet Pro 8020 scanner stopped working after upgrading to Windows 11, and you're seeing a “There is a problem scanning” message, that can feel incredibly frustrating—especially when printing works fine. 

Let’s bring back full scanning functionality with a clean, focused recovery.

Step-by-step recovery guide for Windows 11

 

1. Install the Latest Windows Updates

Recent updates have resolved scanner communication issues.

• Go to Settings > Windows Update.
• Click Check for updates and install all available updates.
• Restart your computer after installation.

 

2. Reinstall Full Feature Software

Basic drivers may allow printing, but scanning requires full support.

• Visit the HP OfficeJet Pro 8020 Drivers page.
• Download and run HP Easy Start.
• During setup, select Full Software and Drivers.
• Restart your system after installation.

 

3. Use the HP App for Scanning

• Open the HP App.
• Select your printer and tap Scan.
• If the app doesn’t detect the scanner, remove and re-add the printer using the app’s setup flow.

 

4. Use HP’s Diagnose & Fix Tool (Windows)

Install or Open HP Smart

• Download from the Microsoft Store.
• Launch the app and sign in with your HP account if prompted.

 Access Diagnose & Fix

• Select your printer from the home screen.
• Click Printer Settings.
• Scroll to Diagnose & Fix.
• Click Start and let it run a full scan.

It will automatically detect and resolve common issues like scanning failures, connection drops, and driver conflicts.

5. Check Windows Services

Ensure the Windows Image Acquisition (WIA) service is running:

• Press Windows + R, type services.msc, and press Enter.
• Locate Windows Image Acquisition (WIA).
• Right-click > Properties > Set Startup type to Automatic.
• Click Start if the service isn’t running.

Let me know how the scanner responds after these steps—I’ll guide you further if needed.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye