Won't print, copy, or scan

[Kbmanifold]

I can’t print, copy, or scan on my hp office jet pro 8710.

It is on, connected, everything updated.

Every simple scan, copy, or print job, the screen says the job is “copying” or “scanning” and it never completes the job.... just has the progress blue circle that just keeps spinning forever saying it's printing or copying or scanning.

There are no waiting jobs, we’ve made sure it is all clear.

It will print the printer status page and that's it. What is happening and how do i fix it?

[Kumar0307]

@Kbmanifold, Welcome to the HP Support Community!

If you are not able to make copies on the printer, this could be a hardware issue. Let us try these steps:

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Go to Setup > Tools > Update the printer

Check the scanner bar functionality

Perform a visual test of the scanner mechanism to see if it is jammed.

1. Remove any original documents or photos from the scanner glass.
2. Lift the scanner lid slightly, and then press the Copy button or icon.

If the scanner light does not move or moves halfway or is not lit, the scanner mechanism is likely jammed/broken.

1. From the home screen on the printer control panel, swipe down to open the Dashboard, and then touch the Setup icon .

2. Swipe up on the display, and then touch Reports.

3. Swipe up on the display, and then touch Printer Status Report.

Check if you are able to make copies or print test pages from the printer.

If the issue persists, we will have to perform a factory reset on the printer. 

Let me know how this goes.

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!

Have a great day! 

[Kbmanifold]

I tried all of the steps you provided above.

Unplugging the printer and replacing it did not solve the issue.

The firmware already has the latest version, but I tried updating it again just in case. Didn't solve the issue.

I tried hitting the copy button with the lid partially open. The scanner bar lit up for a second and then went out, but did not move. 

I was able to print a printer status report from the printer screen, but am still not able to print from the computer, or copy, or scan.

What is the next step you recommend?

[Kumar0307]

@Kbmanifold

If the scanner bar did not move, it could be a hardware failure. Please reach out to the HP Technical Support team in your region regarding the service options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

[Kbmanifold]

I do not believe it is just a hardware issue, as the top copier doesn't work and from the computer to the printer does not work either. However, I am able to print status reports from the printer screen... So I know the hardware is working. Please send me the steps to factory reset my printer. Thank you!

[Kumar0307]

@Kbmanifold

Printing mechanism is different from copy/scan mechanism on the printer. I have sent you a private message with a set of instructions to perform a reset. Kindly check the same, this might help you to resolve this issue. Check next to your profile name, you should see a little blue envelope, please click on it.  

Let me know how it goes.

[Kbmanifold]

Unfortunately the factory reset did not solve the issue. I will try to contact someone regarding the hardware.

[Kumar0307]

@Kbmanifold

In this case, you may contact the HP Support team for further assistance as mentioned in my previous post.

Keep me posted for any other assistance.

[Kbmanifold]

i don't understand why I can print from the printer screen, but not my computer. I can print all diagnostic pages, but nothing from the copper.

[Kumar0307]

@Kbmanifold

Is the printer connected to the PC wireless?

If yes, 

• Obtain the IP address of the printer – You can touch the “wireless” icon on the printer control panel to obtain the IP address.
• Type the IP address at the top of your web browser to obtain the printer EWS page on your computer.
• If you get any security notification, click on show details/advanced and 'proceed to this website'.
• Print a test page and check if that prints.

Keep me posted.