Unable to Scan, or Scan to Email from HP OfficeJet Pro 7720

[andrew_eberlan]

I'm having an issue with an OfficeJet Pro 7720 we maintain. We received a ticket today that it was no longer Scanning to Email. Upon troubleshooting, I find it's unable to scan at all. For some reason, all scanning functionality is "turned off" via the administrator settings. I'm able to turn the settings back on, and apply changes, but as soon as it returns back to the interface page after applying, they're turned off again and I'm still unable to turn scanning on, and scanning still doesn't work. When trying to scan from the control interface on the printer, I just get a never ending spinning gauge that says "Preparing Scanner" which eventually errors out. If the staff member tries to scan to email from her computer, it throws a "feature locked by administrator" error which I'm unable to workaround as described above. We've tried a power cycle (leave unplugged for 15 minutes), and a factory reset of the printer. Neither has resolved the scanning issue. I've tried checking for firmware updates (the current firmware build date is 12/13/2021) but any time I do so, I get "the firmware is up to date". I've gone to the website where they have a firmware from 01/20/2022, but upon trying to install the firmware from my local machine over the network, I get a cannot update error ("This Firmware Updater does not contain upgrades for your device").

Any help anyone can provide would be greatly appreciated.

[Echo_Lake]

@andrew_eberlan

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help,  We can perform a factory defaults on the printer to resolve the issue

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
• In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[andrew_eberlan]

As mentioned above, we've already tried both a full power cycle AND a factory reset. The printer still refuses to activate the scanner. I CAN go through and do it again if need be.

[Echo_Lake]

@andrew_eberlan

Thank you for posting back.

I appreciate your efforts to try and resolve the issue. 
That's unfortunate, please reach out to the HP Technical Support team in your region for further assistance.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!