HP Easy Scan saves only the first page of multi-page scans. Other pages are blank.

[Gnossos]

First, I'm using Monterey 12.2.1 on a 2021 MBP M1 Max.

Second, the Subject line describes my problem: HP Easy Scan saves only the first page of multi-page scans. Other pages are blank.

I can scan multi-page documents without any evident problems. All pages scanned in appear in Easy Scan. When I save the scanned document, there's no sign of any problem. But when I reopen the saved document, all pages except the first one are blank.

What's wrong?

[Kumar0307]

@Gnossos, Welcome to the HP Support Community! I’m here to help.

I see that you are having issues while using the HP Easy Scan app.

Kindly check if there are any updates available for this app in the App Store.

Are you saving the scanned document as PDF or JPG?

Update the printer firmware

Click here to download and install the latest printer firmware from your Mac.

Click here to know different methods of updating printer firmware.

Also, check for any software updates on Mac

Click the Apple icon > About This Mac > Software Update and install any available update.

Use the HP Smart app as alternative and check if this helps. Let us isolate the issue.

Hope this helps! Let me know how it goes. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[DoubleScan]

Gnossos, same problem.  See my reply below for a workaround.

But that doesn't fix the HP Easy Scan problem.

[Gnossos]

Kumar0307,

I believe I've already done everything you suggest, and I've already isolated the problem.

On 03-09-2022 I spent considerable time working with an HP Tier 2 Specialist, "Srein," who remotely logged on my computer and did the things you suggest. She also agreed with me that the problem is in the Easy Scan software. At that point we were uncertain if the software was having trouble with the new ARM Macs or if it just has a bug.

After that, I shared pdfs generated by HP Easy Scan with someone running High Sierra on an older Mac. And he also couldn't see any pages other than p. 1. This makes it much less likely the problem is with HP Easy Scan's incompatibility with ARM Macs.

I also worked with a Senior Apple advisor who helped me bypass HP Easy Scan by using Apple's built-in scanning interface. Unlike HP Easy Scan, Apple's interface doesn't do OCR, so I still need HP Easy Scan. But otherwise, the Apple software worked flawlessly. I also updated the OS from 12.1 to 12.3. The problem persists. This leads me to conclude the problem has nothing to do with printer firmware or the version of MacOS I'm running.

On 03-23-2022 I tried to follow up with HP and spent most of 2 hrs. on hold, waiting to speak with HP representatives. Most of the time, they would say I had called the wrong department and would transfer me somewhere else, which usually also turned out to be the wrong department. Eventually I was able to speak with a supervisor named "Kiel." From my description, he agreed the problem was in HP Easy Scan. He escalated the case to Tier 3. I'm still waiting for resolution.

While she was accessing my computer, Srein observed my file organization, software, and how I navigated the system. Based on this she asked if I was a computer expert. I replied I'm unsure how to answer her question, but I do hold two engineering degrees and have been working with computers since 1965.

Back in the day, when I was a lead systems programmer, we used to call the kind of steps you're recommending, "superstition changes." By this we meant we had no real understanding of a problem but instead were just guessing at what might be causing it. Your recommended steps duplicate what's already been done, and besides I believe we've already isolated the problem. It can't be in the firmware because even HP Easy Scan has no trouble reading in multiple pages. The problem only occurs when HP Easy Scan saves the file.

So, no. Unless you can offer a cogent explanation of how HP Easy Scan can correctly scan all pages of a document but saves only corrupt versions, I won't waste even more time with someone else's hunches.  I'm not going to waste more time debugging HP's software for free.

I hope you understand.

[Kumar0307]

@Gnossos

I understand your concern. As you said the issue has been escalated to Tier 3, do you have any contact details to contact the escalation team directly?

If yes, I'd suggest you contact them directly for a faster resolution as all the possible troubleshooting has been done.

If you do not have contact information, please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

[DoubleScan]

Gnossos,

I had upgraded HP Easy Scan from Version 1.10.0 to THE most recent, 1.11.04, after upgrading my Mac to MacOS Monterey 12.3.1.

I found that although Easy Scan was able to Save as JPG as usual, producing a JPG for each page I had scanned, if I Saved as PDF or Saved as PDF Searchable, ONLY Page 1 appeared in the PDF, with pageholders in the sidebar for each of the additional pages.

It dawned on me that I could easily downgrade to the version that worked correctly, 1.10.0.

I deleted HP Easy Scan using AppCleaner and then CleanMyMac.

Then, I went to the App Store, where I searched for HP Easy Scan, and the most recent version is 1.10.0, which I downloaded.

The software is working as it had been before, saving PDF's correctly!  😁

[RicheeThree]

I am having the exact same issue with HP Easy Scan 1.11 in macOS Monterey 12.4, so I uninstalled it (I did not use a tool like AppCleaner or CleanMyMac) and installed the older version, 1.10, from the App Store as suggested, and it is now working again! So thanks for the great tip DoubleScan!

It just blows my mind. 2 steps forward, 3 steps back. Seems like typical HP to me. SMH. You'd think such an old and prestigious organization would check their software before it ships. Frustrating. Please fix this in the latest version of HP Easy Scan for macOS, and then please update the version in the App Store. Stop forcing us to use the dumb HP Easy Start app.