I couldn't get HP software to access print functions under certain conditions. After several hours on the phone with HP tech support I got all but two of the issues resolved.
The remaining two are: 1) from the printer console I can't get it to scan to the computer, and 2) can't get the page for the printer to display correctly in my browser when I enter the IP address. I only get tabs and the ability to change the language.
The attachment outlines what I've done to this point, which resolved all but the above mentioned issues.
I couldn't get HP software to access print functions under certain conditions. After several hours on the phone with HP tech support I got all but two of the issues resolved.
The remaining two are: 1) from the printer console I can't get it to scan to the computer, and 2) can't get the page for the printer to display correctly in my browser when I enter the IP address. I only get tabs and the ability to change the language.
The attachment outlines what I've done to this point, which resolved all but the above mentioned issues.
Thank you for your help with this. Several of the things you mentioned I should look for and do, I had already done. But, some of it helped solve the problems by getting me thinking and looking in different directions.
Not sure if this is appropriate in this venue but, lets just chalk it up to me being new at this, OK? I'm not at all happy with HP tech support. They had very little understanding of their own product -- hardware, software or resources on their websites. They had me looking at things that were irrelevant, or just didn't exist. They didn't get me to the stuff I needed. And, some of their documentation isn't right. I'll see if they'll start paying you for giving people like me the right advice. OK, I'm done.
At this point everything has been addressed and resolved. The only thing left is a certificate issue using the Embedded Web Server with IE8 or 9 that showed up. It's Microsoft's turn.
Not sure how to mark this as resolved, but I will figure it out.
I am having the same problem with my HP Officejet Pro 8500A Premium.
I too have Comcast's version of Norton Security Suite which I upgraded to Version: 4.0.0.127 yesterday, and my O/S is WinXP Pro w/ SP3. No change in my HP scanning capabilities.
The 1st (of 4 off shore) HP tech's , told me that it was my antiquated O/S that was causing the problem as WinXP could handle the 'high powered printer' ??? My 4th call got me to a state side HP tech support who, aftert 1h54min on the phone emailed me a set of port references, (both UDP and TCP) so that I could ctc Norton to see if they had blocked any of the noted ports thereby disabling my HP ability to scan. I bought this printer in Jan and it worked perfectly until last Wed when it stopped recognizing my PC's req to scan but it still continues to print!?
Not sure why I have to ctc Norton regarding ports . . . neither s/ware is beta. I feel so frustrated being given the OEM shuffle. I am a grandmother who just wants the products to perform as advertised!!
If you have heard of any fix for the above, can you pls post it? I have a small home business to make ends meets and resolving this issue is extremely important to me.
Someone should get that first tech to read the HP specification for the printer:
Minimum system requirements
PC: Microsoft® Windows® 7: 1 GHz 32-bit (x86) or 64-bit (x64) processor; 1 GB (32-bit) or 2 GB (64-bit) RAM, 1.5 GB hard disk space, CD-ROM/DVD drive or Internet connection, USB port;
Windows Vista®: 800 MHz 32-bit (x86) or 64-bit (x64) processor; 512 MB RAM, 2.0 GB hard disk space, CD-ROM/DVD drive or Internet connection, USB port;
Windows® XP (32-bit) (SP2): Intel Pentium II , Celeron or compatible processor; 233 MHz or higher; 128 MB RAM, 750 MB hard disk space, CD-ROM/DVD drive or Internet connection, USB port
I don't know enough about the exact nature of your problem -- other than you can't scan but not under what circumstances like with what link between printer and PC -- but HP Support pages are usually well worth browsing through including looking for updated drivers and utilities plus fixes.
Here's the link to the main page for your model, as I understand it to be:
Note in particular that there is a firmware update for the model I went to and one of the features of the fix is to improve network connectivity which might be releavant unless the printer is connected direct to the XP Pro PC.
And there are 4 updated diagnostic utilities which could be worth installing and running.
But could you first come back and tell me how the AIO printer is connected to the PC. Wired or WIreless; direct or through another printer and router ....
The solution came from the link you provided for "Scanning from the Printer to the Computer." Don't know why HP didn't know about it in the first place. Maybe it's not accessible off-shore.
I have a Wired (Ethernet) connection through an Apple AirportExtreme router through a Comcast cable modem. No model # available for the cable modem. Step One, Item 3 should read "double-click Scanner Actions , double-click Activate Scan to Computer." Problem solved! Pay attention to "The scan cannot complete if the Activate Scan to Computer connection is not enabled each time that the computer restarts, hibernates, or enters sleep mode ."
I ran the Scan utility with success. It, and 3 other utilities can be found at:
I highly recommend these are installed. Good diagnostics with good Help.
The problem was that HP had me looking for "Activate Scan to Computer" under the printer's Properties and Printer Properties in Control Panel > Devices and Printers. They weren't even close!
When I get feeling better, if anyone is interested in the details of my systems configuration, I will post those also.
Delighted to hear that HP solved it despite their tech support efforts!
I've been helping people especially with HP stuff for a long time now and so know my way around their website.
I hope you are soon fully recovered (and home again or are you already?) -- I know hospitals only too well but they are better than the alternative .... <s>