Scan causes lockup on computer

[WD28]

I have a Officejet Pro 8720. When I scan several docs from the ADF, it locks up my computer on 4th or 5th page. I have a WIN 11 pro I9 with 128 GIG. I built it and has been running fine. This started 2 weeks ago. The Smart app has been uninstalled and reinstaled several times. It's so bad on the lockup, that, alt ctrl delete, does not work ... No task mgr...Mouse and keyboard completely disabled... I have to power it down and restart... Any thoughts??? Thanks... Wayne

[Hawks_Eye]

Hi @WD28 

Welcome to the HP Support Community! We're here to help you get back up and running.

I appreciate the details you've shared and the effort you've already put into reinstalling the HP App. Since the computer becomes completely unresponsive during multi-page ADF scans, the most effective approach is to isolate whether the issue is related to the HP App, the scan driver, the Windows print/scan subsystem, or the communication path between the printer and PC. 

The HP OfficeJet Pro 8720 supports HP diagnostic and driver reinstallation procedures that can help resolve scan-related hangs in Windows 11.

 

Step 1: Test Scanning Outside the HP App

Scan a multi-page document using Windows Scan instead of the HP App.

1. Open Windows Scan.
2. Select the HP OfficeJet Pro 8720 scanner.
3. Load 5–10 pages into the ADF.
4. Scan to PDF.

If Windows Scan completes successfully, the issue is likely related to the HP App or its configuration. If the PC still locks up, focus on the scanner driver and Windows scan components.

 

Step 2: Use HP's Full Feature Software and Driver Package

A scan-related issue can occur if Windows is using a generic driver rather than HP's full scanning software.

1. Download the latest software package for the HP OfficeJet Pro 8720.
2. Remove the existing printer software.
3. Restart Windows.
4. Install the full HP software package.
5. Test an ADF scan again.

HP Driver Download: HP OfficeJet Pro 8720 All-in-One Printer series

Step 3: Check the Connection Method

If the printer is connected through the network:

1. Confirm the printer has a stable IP address.
2. If possible, temporarily connect the printer via USB.
3. Perform a multi-page ADF scan.

If USB scanning works normally while network scanning causes the lockup, the communication path can be investigated further. HP provides network troubleshooting guidance through the printer support page. 

Step 4: Reduce Scan Processing Load

For testing purposes:

1. Set the scan resolution to 300 DPI.
2. Select Black & White or Grayscale.
3. Save as PDF.
4. Run a 10-page ADF scan.

This helps determine whether the lockup occurs during image processing rather than document feeding.

 

Step 5: Remove and Re-Add the Scanner

1. Open Settings > Bluetooth & devices > Printers & scanners.
2. Remove the HP OfficeJet Pro 8720.
3. Restart the computer.
4. Add the printer again using the HP software package.
5. Test scanning from the ADF.

 

Step 6: Check Windows Reliability History

Because the entire PC freezes, review Windows for application or driver failures.

1. Open Control Panel.
2. Select Security and Maintenance.
3. Open Reliability Monitor.
4. Review entries that correspond to the lockup period.
5. Look for HP App, scanner driver, or Windows imaging-related errors.

This can identify whether a specific application or driver is stopping during the scan process.

 

After performing these checks, the most important result will be whether the lockup occurs:

• Only in the HP App
• In Windows Scan as well
• Only over the network
• Only during ADF scans and not from the scanner glass

Take care, and have an amazing day!

Regards, 

Hawks_Eye