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Sudipto, Engineer
Category: Printers
Satisfied Customers: 5639
Experience:  DIploma in Computer Hardware
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Printing is fine but scan function not working, all in 1

Customer Question

Printing is fine but scan function not working
JA: What is the machine's exact make and model? And can you guesstimate how old it is?
Customer: all in 1 8600 maybe 5 years
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: PC windows 10
JA: How long has this been an issue? What happened right before this popped up?
Customer: actually been an issue since I installed windows 10.
JA: Anything else you want the printer expert to know before I connect you?
Customer: no
Submitted: 9 months ago.
Category: Printers
Expert:  Jennifer French replied 9 months ago.

Hello! My name is ***** ***** I'll be assisting you today with your printer issue.

I read your question and without doing any research on it and drawing from 15 years of being an IT repair tech, I can almost guarantee that when you upgraded to Windows 10, the driver became corrupted for the scanning part of your printer.

The driver is the software that tells your hardware how to work. If that driver gets corrupted in any way, the directions it is giving to your scanner aren't coming through or they are so jumbled that the scanner can't react.

This should be fixable.

Are you familiar or comfortable with removing and downloading software?

Customer: replied 9 months ago.
Expert:  Jennifer French replied 9 months ago.

Is this the HP Officejet Pro 8600?

Expert:  Jennifer French replied 9 months ago.

I checked and this should be the correct driver for this printer.


Once it downloads, click on it. Follow the directions for the download.

Once it is downloaded, restart your computer.

When your computer comes back up, see if you are able to scan.

If you aren't able to scan, please let me know and we will try this in a different way.

If this DID resolve it, please kindly rate my answer with 5-stars so that I may receive credit for assisting you today.

Thank you for choosing Just Answer!


Customer: replied 9 months ago.
Thank you
Expert:  Jennifer French replied 9 months ago.

You are welcome! Let me know if it works!

Customer: replied 9 months ago.
Jennifer this did not work
Expert:  Jennifer French replied 9 months ago.

OK. Since I am about to step out of the office, I am going to opt out and give another Expert a chance to resolve this at no extra cost to you. Please stand by and someone will take over.

Customer: replied 9 months ago.
I am going to try to send you the message I get
Expert:  Sudipto replied 9 months ago.

As the other expert had opted out, I will try to solve the problem. Can I connect with your PC and help you to solve the problem ?

Customer: replied 9 months ago.
$39 on top of the $23 I've already spent?
Expert:  Sudipto replied 9 months ago.

Yes, that is an additional charge and you will get refund if I am not able to solve the problem and over all it is an easier way to solve the problem, if you do not want it then, we can try in this method also.

Customer: replied 9 months ago.
Expert:  Sudipto replied 9 months ago.

Sorry, you have to approve the payment from your bank, your bank will call you for the approval then try for the remote support offer once more. In the mean time, let me know if you are trying to scan using your PC or using the button the printer ?

Customer: replied 9 months ago.
should be fine now
Expert:  Sudipto replied 9 months ago.

Sorry, payment still failed. I am sending the remote offer, please try to accept it and reply me back.

Customer: replied 9 months ago.
the bank is a hassle lets try it otherwise
Customer: replied 9 months ago.
Actually I have no more time. I will try again at a later date.
Expert:  Sudipto replied 9 months ago.

OK, no problem. You can try later, when you will be free, because this will take some time.

Expert:  Sudipto replied 9 months ago.

Are you free to continue now ?

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