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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).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
HP Recommended

My HP Officejet Pro 8620 printer is suddenly showing two "scanner options" when I attempt to scan from my hp computer.  It has always connected fine.  I have tried to remove the printer/scanner and reboot.  I have turned off the computer and turned it back on.  I can not get the scanner to connect anymore.

1 REPLY 1
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Hi @Mlabz ,

 

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

 

When you encounter issues with multiple scanner options or difficulty connecting to your HP Officejet Pro 8620 scanner from your computer, you can try the following steps to troubleshoot and resolve the problem:

Restart All Devices:

  • Turn off both your computer and the HP Officejet Pro 8620 printer.
  • Wait for a few minutes.
  • Turn on the printer and then the computer.

Check Physical Connections:

  • Ensure that all cables connecting the printer to your computer are securely plugged in.
  • If you're using a wireless connection, make sure the printer is connected to the same Wi-Fi network as your computer.

Update Drivers:

  • Make sure you have the latest drivers for your HP Officejet Pro 8620 installed on your computer. You can download the latest drivers from the official HP website.

Remove Duplicate Devices:

  • Go to "Control Panel" on your computer.
  • Open "Devices and Printers."
  • Look for duplicate entries of your HP Officejet Pro 8620. Right-click on the duplicates and choose "Remove Device."
  • Reboot your computer.

Reinstall the Printer:

  • Uninstall the printer software from your computer.
  • Disconnect the printer from your computer.
  • Reinstall the printer software using the latest drivers from the HP website.
  • Reconnect the printer when prompted.

Check Scanner Settings:

  • On your computer, go to "Control Panel" > "Devices and Printers."
  • Right-click on your printer and select "Printer Properties."
  • Navigate to the "Hardware" or "Advanced" tab, and check if there are multiple scanner options. Remove any duplicates.

HP Print and Scan Doctor:

  • Download and run the HP Print and Scan Doctor utility from the official HP website. This tool can automatically diagnose and resolve printing and scanning problems.

Firewall and Antivirus:

  • Temporarily disable your firewall and antivirus software to see if they are causing any interference. If the issue is resolved, you may need to adjust the settings of your security software.

Check Network Connection:

  • Ensure that both your computer and printer are connected to the same network. If you're using a wired connection, check the Ethernet cables.

 

I hope this helps. 

Take care and have a good day.-

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!


A_Gayathri
HP Support Community Administrator.
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