Officerjet pro 8720 will print but will not scan

[lbjr]

I have an HP Officejet pro 8720. It will print, but the scanner is not seen and when I try to run the assistant and scan, it says it does not see the scanner on the network. If I turn off the printer, and unplug it, then restart it, the assitant window opens and I can scan. but if I try in about 30 minutes, when I try to scan using the assistant, it does not see the scanner. But I can print. So I turn it off, restart it, and I can sacn again for a short time. We use Windows 10, and Window 7. Is this something well known with HP or this printer, as I see others with the same unable to scan, but they can print issue.

[The_Fossette]

Hi @lbjr,

Welcome to the HP Forums!

This is a wonderful place to converse with the community, get assistance and find tips.

I reviewed your post and understand that you are facing issues scanning.

I'll be glad to help you 🙂

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the printer was working fine?
• Have you made any software or hardware changes on the computer?
• Have you performed any troubleshooting steps before posting?

Meanwhile, follow the below steps to fix this issue.

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose 'Delete' or 'Remove Device'

6.) Open up the run command with the "Windows key + R" key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the "Drivers" tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Restart the PC

14.) Download and install the printer software from the below link.

http://hp.care/2nikIQ9

15.) Connect the USB cable ONLY when prompted and follow the on-screen instructions.

Let me know how it goes.

If the solution provided helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Good day! Take care 🙂

Cheers!

[lbjr]

link does not work.  clairify instructions.  are you saying unistall the software, then somehow remove a driver? load new software from hp support again?  what is thes issue causing this problem, and why is it not being fixed by the doctor program?

[The_Fossette]

Hi @lbjr,

Thank you for keeping me posted.

Please try the link now, I checked it and it is working now.

You need to do a root uninstall and then install the printer software on your computer.

Let me know how it goes.

[lbjr]

Answers to your questions:

When was the last time the printer was working fine?

- - It has always been this way. The printer always prints. It isn't until you go to scann that you notice the issue. So we run the scan doctor, and it see a scan driver issue. So we unplug and plug it back in. It works. For a short time. Then the same issue surfaces again. And again. We unplu, then plug it back in, and it scans. What is up with the SCAN DRIVER???

Have you made any software or hardware changes on the computer?

- - NO.

Have you performed any troubleshooting steps before posting?

- - YES - Ran the Printer/Scanner Doctor program. It always says SCAN DRIVER issue. And the only solution is unplug and replug it back in. Then it works for a while, and then the same issues surfaces. SCAN DRIVER ISSUE. And again, unplug and replug, and it works - for awhile. THIS IS A WELL KNOWN ISSUE FOR YOU GUYS. ITS ON THE FORUM, and an internet search of th eissue finds all kinds of people posting about this same ISSUE with scanning. Works, then doesn't. Works, then doesn't. Turn it on, turn it off. But SCAN DOCTOR NEVER corrects the problem so it never appears again.

What is up with the scan doctor??????  And your solutions above make no sense to the common user who is not a tech. Please explain what to do (AND WHY) in simple english terms we can all understand.  The link for the software does not work. Is it the same software as on the support page, or newer? If newer, why isn't it on the support page?

[The_Fossette]

Hi @lbjr,

Thank you for keeping me posted.

As I understand that you are finding it difficult to follow the steps provided in my previous post. I recommend you contact HP phone support and they can take remote of your computer and assist you in resolving this issue.

Here is how you can get in touch with the phone support.

Open link: www.hp.com/contacthp/

Enter Product number or select to autodetects

Scroll down to "Still need help? Complete the form to select your contact options"

Scroll down and click on HP contact options - click on Get phone number.

Good day! Take care 🙂

Cheers!

[lbjr]

Answers to your questions:

When was the last time the printer was working fine?

- - It has always been this way. The printer always prints. It isn't until you go to scann that you notice the issue. So we run the scan doctor, and it see a scan driver issue. So we unplug and plug it back in. It works. For a short time. Then the same issue surfaces again. And again. We unplu, then plug it back in, and it scans. What is up with the SCAN DRIVER???

Have you made any software or hardware changes on the computer?

- - NO.

Have you performed any troubleshooting steps before posting?

- - YES - Ran the Printer/Scanner Doctor program. It always says SCAN DRIVER issue. And the only solution is unplug and replug it back in. Then it works for a while, and then the same issues surfaces. SCAN DRIVER ISSUE. And again, unplug and replug, and it works - for awhile. THIS IS A WELL KNOWN ISSUE FOR YOU GUYS. ITS ON THE FORUM, and an internet search of th eissue finds all kinds of people posting about this same ISSUE with scanning. Works, then doesn't. Works, then doesn't. Turn it on, turn it off. But SCAN DOCTOR NEVER corrects the problem so it never appears again.

What is up with the scan doctor??????

 And your solutions above could be explained more clearly. Please explain what to do (AND WHY) in simple english terms we can all understand. Having someone in our computer has before done more damage than good. Please explain why the issue occurs, why scan doctor is not fixing the problem, and step by step what to do to finally correct the issue? Why isn't HP putting out a new update to fix this?   

[mattfthuber]

I can print from my MacBook, but when I try to scan it states "software fir this device not installed"