Not Scanning - "General Error"

[Bubbles24]

We got this new HP printer (8720) a couple of months ago and I've been having issues with the scanning ever since. At first I could not scan as you could only scan with the app that was not compatable with Windows 7, so I upgraded to windows 8 and installed the app.

Scanning went fine for a while and then it started not scanning and you would have to restart the printer every time you want to scan.

Now (at month end when I have quite a lot of important stuff to scan), the scanner is just not working, not even when turning the printer on and off and has been giving "General Error" when I try to Scan.

Is there a reason for this and how can I fix it?

[A4Apollo]

Hey there! @Bubbles24, Welcome to HP forums.

I understand you have issues scanning from your printer you are getting general error on your printer.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

Please try the steps recommended below.

HP provides a free tool called HP Print and Scan Doctor to diagnose and resolve printing problems. Download and run HP Print and Scan Doctor to quickly and automatically perform several troubleshooting tasks known to resolve this issue. When this link is clicked, HP Print and Scan Doctor is downloaded using your Internet browser's download capabilities.
After the Print and Scan Doctor opens, click Fix Scanning to review a list of issues and fixes.
In the Print and Scan Doctor results screen, view the list of actionable results.
If you see white checkmarks, the printer passed the tests.
If you see a white wrench, Print and Scan Doctor found an issue and repaired it.
If you see yellow exclamation points, the test failed and required user action, but the step was skipped.
If you see a red X, follow the on-screen instructions to resolve the issue.
Click Test Scan or Skip.
If you click Test Scan, the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.

Refer this article to further troubleshoot network scanner connection error.

If the issue still persists after trying out the steps uninstall and reinstall the printer drivers to a latest version and check if it helps.

Update the printer drivers using this link.

Let me know if this works!

Have a great day ahead! 🙂

[XoticLady]

I have downloaded the HP Print and Scan Doctor 5.2 software. It finds my printer and when I click Next it successfully communicates with it but then returns to the same screen. I don't get any options to test, yet I have the General Error still sitting on the printer display. I am trying to scan using the email option. It's connected to my network (shows the IP and the email) and I can print, I just can't scan to anything except a USB which requires more steps to complete. 

[kevin-t]

Hello,

Thank you for posting in this thread. Unfortunately based on when the last response was made, I have closed this thread to help keep comments current and up to date. We recommend starting a new thread for your issue by clicking here.
To be more helpful with your post, you can add key information if you desire: 
1. Product Name and Number (please do not post Serial Number)
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