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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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HP Recommended
HP OfficeJet Pro 8720
Microsoft Windows 10 (64-bit)

Printer will not scan, fax or copy.  I have had my printer for 1 year and 7 months.  I have restarted the printer several times as stated and still no luck.  Hopefully someone can assist me with this matter.

 

ERROR MESSAGE DISPLAYED

Restart printer, if problem persists, the scanner has become damaged and cannot copy or scan. For more information, contact HP support.

 

1 REPLY 1
HP Recommended

@Trinigurl

 

Welcome to the HP Support Community.

 

Reset the printer to clear certain error states by calibrating the scanner mechanism, and then check the power source to confirm the printer is getting enough power to operate the scanner.

  1. Press the Power button to turn on the printer, if it is not already on.

  2. With the printer turned on, disconnect the power cord from the printer.

  3. Disconnect the power cord from the power source, and then wait 30 seconds.

  4. If you previously connected the power cord to a power strip or multi-plug outlet adapter, reconnect the cord directly to a wall outlet to ensure the printer is getting enough power.

  5. Reconnect the power cord to the rear of the printer, and then turn on the printer.

    • If the error no longer displays, make a test copy to confirm the issue is resolved.

    • If the error still displays, connect the printer power cord to a different wall outlet to determine if the original outlet is causing the issue.

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, the scanner mechanism is likely jammed.

Let me know if this helps.

 

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

 

Thanks!

Have a great day!

 

 


I am an HP Employee

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