I can print just fine, but cannot scan via ethernet

[sundancevideo]

I love this printer, and the printing is fine from several computers via ethernet, but not scanning.  First I connected it in my office via wifi.  It was sketchy and sometimes worked sometimes not, so I connected it via ethernet and it was much more reliable.

Printing, connects every time.  But when I want to scan, it searches and searches and says "please attach a printer and turn it on."

I have reinstalled the software many, many times.  It will connect to the scanner a few times, but after a few days, it will no longer connect.  Printing, no problem...  scanning, problem.

Any advice? Obviously it is connected and on, or it would not find the printer either.  Something must be wrong in the scanning software.  I am using the app that comes bundled with the printer to do the scanning.  The printer prints directly from the software such as Word, Notepad, etc.

Any help would be greatly appreciated.

[greenturtle]

Hi,

Thanks for using the HP Forums.

First, let's install the FULL feature software if you have not done so:

The following resource will help you :

http://123.hp.com/us/en/

Key in your printer model, Operating System and download & install the FULL feature software.

After installing, can you try using a TCP/IP port?

Hi,

Thanks for using the HP Forums.

Can you try using a TCP/IP port?

Create a TCP IP port

1. Print a Configuration Page to get the printer's IPv4 address (you can also tap on the wireless icon on the Front panel of your Printer to get the IP address)
2. On your PC, go to Control Panel, from Devices and Printers, right click the printer and left click Printer Properties, select the Ports tab.
3. Click Add Port, select Standard TCP/IP Port, then select New Port and follow the wizard.
4. Type in the proper IP address for the printer.

This video resource will show you how to do it:

Create & Use TCP IP port

Note that you can ALWAYS revert back to the original port that the HP software installed by selecting the HP port under the Ports tab (in Printer Properties)

Let us know if that helps you in getting your scans. 

[sundancevideo]

Hello, thank you for writing back with some possible solutions.  They didn't solve my problem, but I feel with that you WILL be able to help me with further info.  So please if you could be kind enough to read on.

I did indeed install the FULL software package, as I like to have all of the options available as well as diagnostics, checking ink levels, etc.  After a few disconnects, I downloaded from the HP website in case there were updates to the product software, but the results were the same.

To reiterate, there is no problem PRINTING.  From 6 computers in my office, I can print from any of them.  The printer immediately responds.  When I open the printer dialoge box, I can open the port tab and see the TCP/IP address for the printer.  That same ability is not an option with the scanner.  I use windows, 8 & 10.   In device mgr, when i open the imaging devices, there are TWO entries for HP Officejet Pro 8720.  The top entry says HP Officejet Pro 8720 (NET) and the lower entry is simply HP Officejet Pro 8720. When I open the top entry, (NET) the "general" tab says Location: Unknown.

And when I open the lower entry, it says location 192.168.0.49, which is the correct address of the HP device.  But of course when I open the software, it is searching the first entry and cannot find the scanner.  If I delete the (NET) entry from the device manager, and then open the HP software, it guides me through installation again.  After completion, the item (NET) is replaced in device manager, in the top position, and it cannot find the scanner.

So either, I need to be able to assign a port to the top (NET) entry, which has no option to add port, or delete that entry permanently or prevent it from being installed to begin with.

Hopefully, armed with this new info, you can help me to solve this frustration once and for all.  

Thank you in advance for any help that you can offer.

[greenturtle]

Hi @sundancevideo

Thanks for the additional info.

Question:

Which is the default printer:

1. Officejet Pro 8720 

2. (NET)

Can you try to set the (NET) as default?

Able to go to Control Panel > Printers and Devices > Select the (NET), right click and "Set as Default Printer" ?

If that doesn't work, would recommend that we delete teh Officejet Pro 8720 and (NET) from the Control Panel, uninstall the software and reinstall again.

If you are not sure how to do this, the following resource will walk you through the steps:

How to Uninstall Download & Reinstall a Printer software

Hope that helps!

[sundancevideo]

Hello  and thank you for offering the suggestion.  With all due respect, I feel you are now suggesting the standard routines and not reading the problem.  In all computers in my office, there is only one printer entry in the control panel... 8720.  ONLY under imaging devices in device manager do I see two entries... 8720 and 8720 (NET)

I have uninstalled and reinstalled the full software suite at least 6 times from the CD, and several times from the web drivers directly downloaded from HP.  Same results, it correctly installs the printer on the computer, but installs an extra phantom icon for the scanner.  

I can print from 7 computers in my office reliably.  I use two computers to scan, one is Win 10 and the other Win 8.  Both have the same reaction to installing the FULL software.  It installs the same on both computers... ONE printer icon and TWO scanner icons.

So please, if you have any help to offer besides uninstalling and reinstalling software, I would love to hear it.  Such as a way to bypass the default install and do a custom install so that I could see where it is adding the second scanner driver.  Or a way to install scan driver only and find another (non HP) scanning software, which CAN be customized to use the correct driver.

Hopefully you have read to the bottom and have some ideas.   It will be greatly appreciated!

Thank you

[greenturtle · Accepted solution]

Hi @sundancevideo

Can you try this standalone scan software:

HP Scan Extended

ftp://ftp.hp.com/pub/scanners/HPScanExt/HPScanExt.msi

Once it's downloaded and installed, go to Start > All Programs > HP > HP Scan Extended > Run "HP Scan Extended"

Hope that helps!

[sundancevideo]

Thank you, this extended software found the 8720 (NET) version and immediately opened up the scanner on both computers.  Much appreciated

[greenturtle]

Hi @sundancevideo,

Glad to hear that your issue is resolved and all is working well now.

Have a nice day!