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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).
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‎09-04-2023 05:06 PM

HP Recommended
Operating System: Microsoft Windows 11

I have an HP Officejet PRO 8620. It freezes mid cycle. Scanning was ok but now it is frozen with the rotating dots. One source told me to stop the scan from the scan window, but there is no stop button, no pause button. The printer is listed but greyed out and the dots are in an endless loop. I tried to delete it from my devices and reinstall it but it won't allow me saying it's in use. I intended to try to upgrade the firmware but it  won't let me. I've disconnected and reconnected the power cable and the USB cable. As soon as it's reconnected, the dots continue to loop. The printer is connected to an HP Pavillion tp01-0070 Desktop.

Category:
1 REPLY 1

‎09-07-2023 09:54 AM

HP Recommended

@Rickpicker 

 

Welcome to the HP support community.

 

I understand that your printer screen is frozen, I am glad to assist you.

You might have to perform a semi-full reset on the printer to fix this issue.

The reset instructions are specific for your printer and performing those steps on a different printer may brick the device.  

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

 

I hope this helps resolve this issue completely.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

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