Mac can't communicate with HP OfficeJet Pro 8500A Plus as scanner over network

[CharliePSC]

I have an HP OfficeJet 8500A Plus hardwired into my network using Ethernet cabling.  My Windows PC will print to it and can communicate with the scanner.  My Mac can print to it, but cannot communicate with the scanner.  The device is not connected to either computer using a USB cable.  If I attempt to scan anything using the "Scan 3" software, it returns a system dialog box indicating "Device Communication Error."  The "HP Utility" software connects to the device, shows ink levels, etc., but if I click the "Scan to Computer" option, it displays an error of "Communication Error."

I don't understand why everything works through Windows and why everything but scanning seems to work with Mac.  I would think that if the Mac were truly failing to communicate with the device, then I would not be able to print to it either, but my problems are with scanning only.

I've tried rebooting my router (which I didn't think was the problem in the first place since the problems are isolated to scanning from one computer) and rebooting the printer.  Any ideas?

[AMacGuyAtHP]

First thing I recommend is that you ensure that you are using the most recent software for your device.  Go to http:\\support.hp.com, follow the steps provided to locate information for your product , and navigate to the Software and Drivers page.

If you are running Mac OS 10.6 or later, it's also important that you check Apple's Software Update for any OS or HP printer driver updates.

If you have installed the latest software and are still experiencing problems then here are a few other things to try:

* Open the Image Capture application ( in the Applications folder), and try scanning from this application.  This will help us to isolate whether the problem is with the HP scanner driver or with HP Scan 3.  (You may even find that Image Capture meets your needs and won't need to worry about getting HP Scan working.)

* Try connecting the device to your Mac via USB - at least long enough to try scanning.  Does this work? This would help to rule out any problems with the device.

* Search this forum for instructions from some fo the experts for removing and then re-installing the HP software.  Sometimes this will repair scanning functionality.

If you are still having troubles, please provide more information about your system.  For example, what version of Mac OS X are you using?  What kind of Mac (iMac, MacBook, etc.). 

It is also helpful to understand whether you have updated the Mac from say 10.6 to 10.7.  Did scanning work prior to the OS update?  Has scanning ever worked for you from your Mac?

Good luck!

[CharliePSC]

Thank you!  As soon as I posted my question, I did all the things I should have done prior to posting.  I updated to the latest firmware, the latest device driver software (both downloaded from the HP site) and downloaded/installed all updates available from Apple (one of which was a system firmware update for my computer).  These actions seem to have resolved the overall communication problems ("HP Utility" can now communicate with the scanner just fine).  However, "Scan 3" is still having problems.  It is issuing a different message now, though.  The new message is "Scanner communication cannot be established."  I tried Image Capture and it worked fine (though I would have liked to have a little more control over the scan settings).  So it would appear at this point that my problem is associated with the "Scan 3" software.  I'm running OS X 10.7.2 on a 2.2 GHz Intel Core i7 MacBook Pro with 8GB of RAM.

Note that since "HP Utility" is now working, I am also able to use the "Scan to Computer" option, but that cropped my scan incorrectly.  I think I can get by with this configuration for awhile until I have time to try some of the more in-depth troubleshooting tips you provided (uninstalling/reinstalling software, connecting via USB, etc.).

Thanks again!

[AMacGuyAtHP]

It's a long shot, but since you mentioned that scanning from Image Capture and from scan buttons both work, I'm just wondering if the selected scanner in HP Scan may be stale.  Open HP Scan's Preferences window and re-select your target scan device (even if there is only one).  This setting is rather hidden and can sometimes be overlooked. 

Please continue to monitor the HP website for future updates.  A fix will be released shortly for a problem that many folks are experiencing with scan settings for Scan to Computer scanning from the device front panel.  This may help you overcome the issue you mentioned with crop settings.

[CharliePSC]

Re-selecting the scan device in "Scan 3's" preferences did not resolve the problem. I will keep an eye out for updates. Thanks again!

[lrgua]

Please help.  I have the same issues and I have tried every single published "fix" with no luck.   Is this possibly a hardware problem?

Thanks

L

[AMacGuyAtHP]

I know the forum isn't really the place for a debug session, but if you (or other readers of this post) are willing to capture some logging information it may help to get to the bottom of this issue.

In /Applications/Utilities is an application named "Console".  Open this application and click the "Clear Display" button in the toolbar.  Then try scanning from HP Scan.  If there are entries made in the Console window, please copy and paste them into a response to this post.  I'll have some folks take a look at the data to see if a probable cause can be determined.

Really appreciate your help in collecting this data.  Hopefully it will provide some useful clues.

[CharliePSC]

I finally had time to try this and no new entries were added to the console.  I went into HP Scan's preferences and selected the "Browse for scanners" option and selected the only scanner listed (my 8500, through Bonjour).  I then attempted to scan again.  This time, instead of saying that it could not communicate with the scanner, it showed a progress bar with a title of "Opening scanner session" as if it was attempting to communicate and then displayed the following error:

"Scanner reported an error. Failed to open a session on the device."

Interestingly, Image Capture is now reporting that same error ("Failed to open a session on the device.")

[AMacGuyAtHP]

You've been very patient in working through all of my suggestions thus far.  I'm sorry we haven't been able to determine what is causing the issues you have experienced.  I'm afraid that I'm running out of suggestions.

Let me suggest one more option.  The Officejet Pro 8600 series products are the successors to the 8500 series.  The software for the 8600 is new, but still provides support for older devices - including the 8500 series.  You can obtain this software from the following link:

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=mp-97865-2&cc=us&dlc=en&lc=en&...

Run this installer.  You will be asked to select your device, but it won't be listed.  There is an option (button I think) in the installer UI that you can click that will let you continue the install without your device.  You will also need to indicate that you want the "HP Recommended" install rather than the "Minimal" install which is the default.  Continue with the install until you are informed that the software is installed and setup is about to commence.  At this point you can decline to perform the setup which will close the installer.

Try scanning and other functions once again.  With any luck you'll now be fully functional.  If problems persist, I'll have to recommend that you call the hp support line to see if they can provide assistance.  There's information at the following link on how to contact HP Total Care:

http://www8.hp.com/us/en/support-drivers/total-care/totalcare-for-printers.html

Best wishes!

[CharliePSC]

Oddly enough, I just purchased an OfficeJet 8600 earlier today!!  I liked the 8500 and wanted a second one upstairs, but when I went shopping, I found that all anyone had was the 8600 so I bought that instead.  I hate that they use different ink cartridges (I would prefer to keep one type of cartirdge "in stock" for all printers in the house), but I bought it anyway.

So, I installed the software for the 8600 from the CD that came with the printer and now the 8500 is scanning perfectly!  Thank you for sticking with me!!