HP Photosmart C4380 not scanning

[Ionizer76]

My flat screen iMac, running OS 10.6.8 and wired to an HP Photosmart C4380 has always printed reliably from keyboard commands. Scanning never works, either from computer or directly at the all-in-one. The C4380 window then shows the error message "USB or wireless not connected" when it patently is! My HP software update reports that I am up to date.

I saw an earlier response which said that 10.6 was incompatible with scanning. Is this still the explanation or is there now some work-around. Please help

Ionizer 76

[PrintDoc · Accepted solution]

No, your Mac should print and scan with a C4380 with no problems.

However, if you are using Snow Leopard or Lion and have HP software for pre-Snow Leopard (either from a CD not marked as compatible with 10.6/7 or you recently upgraded to Snow Leopard or Lion and had the HP software on your Mac before you upgraded - even if you did a standard uninstall of the old software or installed new software over the top of it) you must uninstall the software using the 'scrubber' option:

Go to Applications/Hewlett Packard/ click on HP Uninstaller
Click on Continue
Highlight your device on the left pane
Press and hold Control + Alt + Cmd keys on the keyboard simultaneously while you click on Uninstall <<<< This IS the Scrubber Option, there is no button labeled "Scrubber"
There will be a pop up that asks if you are sure you want to uninstall ALL hp software. (At this point, if you continue, any HP printers you have installed will need to be reinstalled)
Click Continue and let it finish

Restart your Mac

Download and install this: support.apple.com/kb/DL907

Finally, reset the printing system:

- Go to System Preferences > Print & Scan
- Right (or control) click in the rectangle listing your printers and select Reset Printing System.
WARNING - this will delete ALL of your printers!
- Select the plus sign to re-add a printer. Select the Defualt tab on the top of the window. Look for the printer, select it and wait until the "Add" button becomes available. Click it.

[Ionizer76]

Just to say that PrintDoc can add another success to the already long list! The instructions which I received were detailed and clear and I was able to follow through step by step. After a curiously hesitant start, my hardware has since scanned successfully and the results have been found and saved for future use. It was indeed the case that I had upgraded to Snow Leopard since installing the HP software for my C4380.

One question arises and that relates to the "scrubber" procedure recommended to effect a complete removal when using the uninstall option. Is that of general application to all software or is it an HP-specific mechanism?

Once again, my sincere thanks to PrintDoc for the speedy rescue,

Ionizer76

[PrintDoc]

Good question about the scrubber.  i think it is HP-specific, but not 100% sure.

Thanks for the nice words.

[ChrisPBee]

Hi

I just followed exactly the procedure you described. However when I now launch HP Scan Pro - I get exactly the same error as before - namely:

Error

Sorry, scanner could not be initialised

(Scanner not found.)

This is driving me mad - can yu help plesse?

Thanks

Chris

[PrintDoc]

What version of OS X?  Have you tried scanning with Image Capture in your Applications folder?

[ChrisPBee]

Hi

I'm using Mountain Lion 10.8.3

I can scan with Image Capture - but HP Scan Pro doesnt work - is there a compatibility prob?

Image capture is a bit basic - can I scan a multi-page docment to one scan file?

Thanks

Chris

[PrintDoc]

If you have HP Scan Pro on your Mac with 10.8, then you have the wrong HP software on your Mac.  In fact, there is no software for your printer and 10.8, just the drivers.

So, follow the instructions above to "scrub" the old software.  If that does not work, drag the whole HP folder (in the Applications folder) to the trash.  Then:

1. Download and install this: http://support.apple.com/kb/DL907

2. Restart your Mac.

3. Reset the printing system:

- Go to System Preferences > Print & Scan
- Right (or control) click in the rectangle listing your printers and select Reset Printing System.
WARNING - this will delete ALL of your printers!
- Select the plus sign to re-add a printer. Select the Defualt tab on the top of the window. Look for the printer, select it and then next to the "Use" pulldown, select the printer model (not AirPrint). Wait until the "Add" button becomes available. Click it.