My printer is showing offline and I'm unable to scan

[Kelly13elly]

Each time I go to scan in the HP app, it says my printer (HP Officejet Pro 8720) is offline.  I'm able to print, but not scan.  I've rebooted both the HP desktop and printer, which are both connected to the same Wi-Fi, but it still shows the printer as offline.  I've ran diagnostic tests, and it says nothing is wrong.  This is becoming frustrating have to use my phone to scan multiple pages every time I need a document scanned. 

[dennisebeebe]

If by "Hp App" you mean Hp Smart, I have same problem but with a different scanner (Hp Envy 4500).  I can scan using Windows Scan app but it cannot scan multiple pages into single file and has little editing function

[Dragon-Fur]

@Kelly13elly 

Although not directed to the HP Smart application, the "Offline" doctor can find and fix a multitude of common issues, including (sometimes, at least) the "offline" nightmare issue.

Resource – Choose the right doctor for the job

Open Website

HP Print and Scan Doctor for Windows

Click the green Download Now option / box

Wait!

If the problem / issue is one or more of

• Printer is Offline
• Cannot print in Color
• Duplex printing has disappeared

Try this “Offline” Doctor version:

https://ftp.hp.com/pub/printers/hppsdr/patches/HPPSdr.exe

After the doctor runs, Restart the computer and log in.

Doctor will finish any necessary setups.

NOTES – The “Offline” doctor

As a result of repairing issues,

Offline / Color check / Duplex check version of the Doctor may replace the printer or add a “(Copy 1)” version of the driver in Devices and Printers.

If there are two printers in Devices and Printers,

If one of them does not work,

Try sending your job to the “Copy 1” named printer.

Later

If you want / need to rename the “Copy 1” printer:

Open Control Panel > icon view > Devices and Printers

Right-Click on the printer name > Printer Properties > Tab General >

In the top box, Edit the name of the printer (For example, remove the part that says “Copy 1”)

Click Apply / OK to save change

NOTE:  The name change may take a bit of time (a few minutes), else Restart the computer and log in.

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

What else?

Will the old doctor help the HP Smart app?  Maybe - it really depends on why the app thinks the printer is offline.

Worth noting:

The HP Smart (Windows) app has been through a series of updates recently.

My HP Smart just updated again today.

If you have not done so and nothing else works,

Try

HP Smart - Windows >> Remove / Install Steps

Settings > Apps > Apps and Features > scroll down, find, Click on HP Smart > Uninstall > Restart the computer and log in.  A new copy of the application can be downloaded / installed from the Microsoft Store (formally Windows Store).

HP Printer Home Page - References and Resources – Learn about your Printer  - Solve Problems

 “Things that are your printer”

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Access to the Print and Scan Doctor (Windows), Warranty Check, HP Drivers / Software / Firmware Updates, How-to Videos, Bulletins/Notices, Lots of How-to Documents, Troubleshooting, Manuals > User Guides, Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP OfficeJet Pro 8720 All-in-One Printer series 

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