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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎11-23-2020 01:54 PM - edited ‎11-23-2020 02:06 PM

HP Recommended
Product: HP Officejet Series 8020 All-in-One
Operating System: Microsoft Windows 10 (64-bit)

Hello, I am having issues with my HP Officejet 8020 All-in-One series printer. When scanning pages using the ADF, the pages are coming out separated, meaning that when it is only 1 piece of paper, that page is being chopped into 2 different images, with the top 1/4th of the page being one image, and the rest of the page being another image.

 

This is only happening on one certain computer. On other computers, this feature works fine and as intended. I have tried uninstalling/reinstalling the printers drivers, forgetting the printer and adding the printer back on, everything regarding the printer is up to date. The settings of everything are also the same as on the working computers, or I have not found a setting that is different. I am unsure of the next step on how to troubleshoot the issue.

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1 REPLY 1

‎11-23-2020 07:46 PM

HP Recommended

Hi,

Thanks for using the HP Support Community.


Are you using the HP Smart app on the PC or the HP FULL software scan?

 

We'd recommend trying the HP FULL software:

 

https://support.hp.com/sg-en/drivers/selfservice/swdetails/hp-officejet-pro-8020-all-in-one-printer-...

 

Download and install the software and try using the HP Scan.

 

Refer to this resource if needed for download and install:

https://www.youtube.com/watch?v=J0aagFNT4OM

 

Hope that helps!

I am an HP Employee. Although I am speaking for myself and not for HP.
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Question / Concern Answered, Click "Accept as Solution"



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