Scan to Computer not available

[gruff101]

Hi,

Trying to scan from my printer to my macOS laptop but the printer is not seeing my computer. When I scan to computer my computer is not appearing.

When I go into HP Utility on my Mac I get the message "Unable to communicate with the selected device. It may have been turned off, or otherwise disconnected". 

When I goto HP Smart I am able to scan using the app. 

My Mac is seeing the printer but the printer is not seeing my Mac. Can you advise what I can do to fix this issue?

[Rachel571]

Hi @gruff101 ,

Thank you for your resposne. I am here to help you. I had shared an alternate method. 

Below I have shared a few steps for the MAC OS. I hope this helps:

Use the HP Scan software to initiate scanning from software on your computer. 

1. Load the document on the scanner glass according to the indicators on the product. NOTE: For best results, load small-size paper (letter, A4, or smaller) with the long edge of the paper along the left side of the scanner glass. 

2. Open the HP Scan software, which is located in the Hewlett-Packard folder inside the Applications folder. 

3. Follow the on-screen instructions to scan the document. 

4. When you have scanned all the pages, click the Done button to save them to a file

I have also shared a link. Please click https://support.hp.com/in-en/document/ish_2041634-1713099-16 to know more about it.

I hope this helps.

 Take care and have a good day.

 Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 Rachel571 

HP Support

[gruff101]

Thanks Rachel. It's very odd as HP Easy Scan is able to see the printer and is able to initiate a scan.

When I try and initiate "Scan to Computer" on the printer it is unable to see the computer. Can you advise if there's anything that I need to set on the printer?

[Rachel571]

Hi @gruff101 ,

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

This might require one-on-one interaction to fix the issue via remote assistance. 

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support