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John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5077
Experience:  CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.
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The scan and the fax don't work. office jet pro 8500 at

Customer Question

Hi, the scan and the fax don't work.
JA: What is the machine's exact make and model? And can you guesstimate how old it is?
Customer: office jet pro 8500 at least 10 years old I think.
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Apple, I'm not sure what the operating system is.
JA: How long has this been an issue? What happened right before this popped up?
Customer: The fax hasn't worked for a long time. I tried the scan for the first time a couple of days ago and it said just price ok.
JA: Anything else you want the printer expert to know before I connect you?
Customer: no thank you.
Submitted: 8 months ago.
Category: Printers
Expert:  Russell H. replied 8 months ago.

Hi, thank you for contacting My name is Russell. I will do my best to provide the right answer to your question.

Can you do a photocopying operation, even just in Black, and see if the photocopying capability of the printer still works? It may seem rather cautious, but I think that establishing that basic capability is important.

Customer: replied 8 months ago.
I'm sorry, how do you do a photocopying?
Customer: replied 8 months ago.
It says insert memory device.
Expert:  Russell H. replied 8 months ago.

Put the machine into COPY mode, place a sheet face-down on the glass, and approve the copy.

If you got an 'insert memory device', you must have chosen a Scan... a Scan to Memory Device or Scan To USB probably.

(I regret that I am not able to offer Secure Remote service at this time; However, your request is still open to other Experts in this category, and one of them may pick up on it at any time.)

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