friend has office jet pro 8720. can't use platen glass to make copies. tried usual fixes.

[rppdx]

friend has office jet pro 8720. can't use platen glass to make copies. tried usual fixes...unplugged/plugged back in printer,  no new software added, rebooted printer. checked ink levels.  printer does scan platen glass but scan light does not light up.  Page prints out but is completely blank.

[Nal_NR]

Hi @rppdx,

Welcome to the HP Support Community. 

I'd be happy to help you! 

If your friend's HP OfficeJet Pro 8720 is producing blank copies when using the platen glass, even after trying common troubleshooting steps like unplugging and plugging back in the printer, rebooting, and checking ink levels, it indicates a more specific issue related to the scanner light or sensor. Here’s a more detailed approach to troubleshooting and resolving this issue:

Steps to Troubleshoot and Resolve the Issue:

Check Scanner Light:

• Since the scan light does not light up, the issue might be with the scanner bulb itself or its connection.
• Open the scanner lid and check if there is any visible damage or loose connection around the scanner light.

Perform a Scanner Test:

• On the printer's control panel, access the Settings menu.
• Navigate to Tools or Printer Maintenance.
• Look for an option to test the scanner (may be listed as Scan Test or similar) and run it to see if the scanner light activates.

Check for Firmware Updates:

• Ensure the printer firmware is up-to-date. Sometimes, firmware updates can fix hardware-related issues.
• Visit the HP Support website and enter the model number (HP OfficeJet Pro 8720).
• Download and install any available firmware updates.

Reset the Printer:

• Perform a more thorough reset of the printer settings.
• Turn off the printer and unplug it from the power source.
• Wait for about 2 minutes.
• Plug the printer back in and turn it on.
• Check if the scanner light activates when scanning from the platen glass.

Check for Hardware Issues:

• If the scanner light still does not light up, it could be a hardware failure.
• Inspect the scanner assembly for any signs of damage or wear.

Use the Document Feeder:

• As a temporary workaround, try using the Automatic Document Feeder (ADF) to make copies if it works correctly.

If none of the above steps resolve the issue, it’s advisable to contact HP Phone Support for further assistance.

Hope this helps! Keep me posted for further assistance

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