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HP Scan and Capture "General Failure" Message.

HP Officejet Pro 8610

I am currently using an HP2009m computer and trying to scan documents from my HP Officejet Pro 8610, to my computer. I have been able to scan for a while without any problems but now every time I try the "general failure" message pops up. I have already tried turning off the printer then back on as well as restarting my computer. Also I have unadded the printer and re-added it, and the same message comes up. 

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HP Recommended

HP Scan and Capture "General Failure" Message.



Start here:

HP Printers - Resolving a 'Scanner Failure' Message When Scanning, Copying, or Faxing




Is the message only showing up in HP Scan and Capture software??


In general, if the many other scan programs still work, the HP Scan and Capture software may have developed an issue of its own.


HP Scan and Capture is available from the Windows Store.



If the HP Scan and Capture program fails to run, glitches, or otherwise stops working as expected: 

Uninstall the existing copy > Restart > Download and install a fresh copy of the software


Windows key > toggle Start_Screen_Apps_Toggle.jpg   to show Apps List > Open Category HP >

Right-Click HP Scan and Capture > Uninstall

Restart the computer and log in >

Windows key > Open the Windows Store >

Download / Install a fresh copy of the HP Scan and Capture software





Dragon Document – Collection of Help, suggestions, links to how-to videos, and examples: 

Scanning Program Options

Topics / Sections – various, including:

  • Know and Understand Scan DPI / Scan Resolution options
  • HP Scan Extended – Exceptional standalone free scan program:  Single, Multiple scans, image and PDF scans, Auto-Crop!
  • NAPS2-- Not another PDF Scanner – free standalone program scans PDF files and image(s) as .jpeg or PDF file(s)
  • Printer Software (Full Feature Software > Printer Assistant > Print, Scan & Fax > Scan a Document or Photo)
  • HP Scan and Capture from Windows Store
  • Webscan And others…


Click Thumbs Up on a post to say Thank You!


Answered? Click post "Accept as Solution" to help others find it.







Kind Regards,
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HP Scan and Capture "General Failure" Message.

HP OfficeJet Pro 8720.

Windows 10 on a Surface Book 2.

Printer software uninstalled and reinstalled.

HP Scan and Capture uninstalled and reinstalled.

Windows Image Acquisition running and starts automatically.

Printer connected using USB cable.

Computer able to detect printer, print things properly, and when I tell it to scan the printer scans. But when the scan is complete, it can't send the picture over to my machine, instead saying "General Failure".


I tried all your steps and I'm still getting the exact same error.



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HP Scan and Capture "General Failure" Message.



I have gone through your Post and I would like to help


I appreciate all your efforts and expertise in troubleshooting this issue


Do you experience any issues when making photocopies?


If Photocopies work fine, try using the HP Smart App to scan and let me know how it goes


Please refer to this Link:


Keep me posted how it goes 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

I Am An HP Employee

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