Scanner for OfficeJet Pro 8020 doesn't connect with new Win11

[Littleviews]

I've gone thru all HP diagnostics several times with my printer connected by either UBS or WiFi, with my Windows Defender either on or off. While my printer works, when trying to set up the scanner, HP doesn't see my device.

Any ideas on this? 

[Shannon111111]

Having a similar problem.  Haven't even attempted to try scanning yet.  Unable to print from Windows and the only HP software that recognizes the printer is HP smart however the only way to print is to save the file as a .pdf and print through HP Smart manually.   I've factory reset the printer, uninstalled and reinstalled all of the HP software and still no luck getting this printer to work the way it did with Windows 10.  Frustrated. 

[Littleviews]

OK, after 3 days of trying, I got my 8020 printer up and running! OMG . . .

So here's what happened. I connected it to a new Dell Inspiron with Win 11. The Inspiron came installed with McAfee protection. On the HP site, I checked to see if my printer needed a new driver, so I started to install it, then McAfee jumpted in and killed the connection. It happened very quickly and it is very possible it had an option to stop it, but I thought I'd be cautious. From that point, for 2 days, I couldn't get the driver from HP, but wasn't clear on the reason, but suspected it had something to do with a security list.

I removed McAfee (took 3 tries, for some reason), then Windows Defender took over. From there, I found the "banned site" list, and reinstated HP, but that's not all . . .

Next, I went to the page where HP says the drivers are located. One choice, which is the "EZ install" should be avoided. I finally clicked the right link to install the driver. THEN . . .

Now realize, I'm a former programmer so I know if the code isn't exactly perfect for a particular interface, the program will be stuck in a loop. Well, in installing the driver, the first loop was experienced . . . when I decided it would go on forever, I somehow touched the screen with my mouse pointer and I got an error message something like "well, you are screwed!" and immediately followed by something like "All's OK, we are moving on to the next step."

WOW, so I let it continue to the next step, and a second loop and again, I touched the screen (not sure where), got a message something like "now Karen, you are really screwed" and within a second of that, a message saying "All's OK - start printing and scanning."

My printer/scanner now works. This issue should be brought up to HP -- both how Windows Defender or other software can stop you from connecting with HP AND a problem in their installation software that causes these deadend loops.

There are 3 states - off - er - and on. In some cases, the program needs a code tweak to get over the "er". 

I was installing through Chrome on a brand new Dell Insprone installed with Win11.

Also, during my frustrating period, I decided to use a USB hookup and went thru a lot of troubleshooting because the driver would not install thru Bluetooth.  Hope this helps someone! Have faith! You'll get there!

[Betty0610]

@Littleviews

Welcome to the HP Support Community.

I'd be happy to help.

Let's try to do a root uninstall and reinstall of the software:

Unplug any USB cable, if any, before doing this.

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

14.) Type c:/programdata and click Ok. Go to Hewlett Packard folder, remove any printer related folders & files.

15.) Restart the computer. 

Once done, please download and install the software from here: 

https://support.hp.com/in-en/drivers

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day! 

[Shannon111111]

When try to delete the HP driver under the printui it gives me the following message:

[Shannon111111]

I finally just reset my PC and can now print via Windows although Windows indicates the printer is "offline"  then it prints.  HP Smart is the only HP detection software that actually can locate the printer.  I can't download driver or firmware updates as far as I can tell.  It could very well all be related to the Instant Ink program hijacking the printer.  Someone needs to look at  the control of Instant ink in relation to Windows 11.  It's very obvious there is a problem that is not limited to my situation given I completely reinstalled Windows 11 and am still having problems. 

[Littleviews]

Things I learned: If the printer is connected by Bluetooth, HP apps can't make a connection with the printer (at least not mine)

Plug the printer into your computer. HP advises plugging the printer's electrical connection directly into a plug, not an extension cord or similar thing. I also had to wiggle the USB connection a bit.

When the printer is wired up, go to
https://support.hp.com/us-en

Before you continue on that page, find your printer's serial number. To find it, tap the ? on the printer's control panel and scroll to the bottom display line. Enter that serial number where prompted.

After entering the serial number, you are directed to the next page. On that page, click the link called "Software, Drivers and Firmware"

Choose the link that reads "printer Firmware - keeps your printer updated with latest fixes."  Download this and run it.

I didn't keep a diary of my steps, but HP's other options did not work (tried them several times, plus all their troubleshooting directions)

Now, following the instructions with the firmware download, you might encounter two "stalling loops" that makes it appear like the installation is not working. I might have tapped a "back" button or something like that just when I gave up. In return, I received a message that said something like  "this does not work" but within a short period (seconds?) received a second  message to continue. 

So I continued.  I encountered a second loop stall. I tapped the window (I don't think I tapped any button), I got a second "fail" message, followed a second later by a message that said SUCCESS.

From that point, everything worked.

I used Chrome and did the installation thru a brand new Dell Inspiron. 

It is very possible HP has installation issues with its EZ installation apps. Sometimes apps like this only work with browsers like Firefox. I think HP needs to check those apps with lots of different browsers and also warn people about the security settings.  It is very possible that those EZ installation apps contain the exact same code as the direct firmware download with those stall loops.

My HP printer installation works with Microsoft office software as well as Adobe Software. You don't need an HP standalone app to trigger either the printer or scanner

I hope someone from HP reads this. Updating the printer to Win 11 was just miserable.