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Honor Student
Posts: 4
Member Since: ‎12-19-2016
Message 1 of 21 (353 Views)
Accepted Solution

Update OS to macOS Sierra 10.12.2 - no longer able to scan

Product Name: Scanjet Pro 3500 F1
Operating System: macOS 10.12 Sierra

HI,

 

I've recently updated my OS to Sierra 10.12.2 but I am no longer able to scan since I updated.  Once I click on the scan button I get a message to say 

Scanner reported an error

HPScanJet Pro 3500 f1 is currently unavailable.  Please check to see if it turned on and connnected etc etc.

 

I'm using the HPEasyScan App on my mac.  Interesting that if I plug out the USB cable from the mac then the scanner reports on it's own screen that there is a USB error.  Once I plug it back in the error disappears.  It seems like that the scanner recognises when the mac is connected but I am unable to scan.

 

Any help much appreciated.

 

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Accepted Solution

Re: Update OS to macOS Sierra 10.12.2 - no longer able to scan

Hello all, 

 

I am sorry this issue has been going on for so long.

 

If you have not done so alreay please update to macOS 10.12.3.

 

Also. there is a newer version of HP Easy Scan than is currently on the App Store.

 

You can download it here:

ftp://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Installations/Essentials/hp-easy-scan-1_8_0.pkg

 

Please give this a try and see if it will resolve your issue.

 

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Student
Posts: 1
Member Since: ‎12-26-2016
Message 2 of 21 (233 Views)

Re: Update OS to macOS Sierra 10.12.2 - no longer able to scan

I have the same problem: Each time I start HP Easy Scan I have to disconnect and reconnect the USB-cable to have the image of the scanner show in upper left corner. When I try to scan I get the message, in translation from Swedish "The scanner reported an error. HP ScanJet Pro 3500 f1 is not available at the moment. Check that it is turned on and connected or make another try later."

I'm waiting for a software uptade.

Top Student
Posts: 5
Member Since: ‎01-11-2017
Message 3 of 21 (190 Views)

Re: Update OS to macOS Sierra 10.12.2 - no longer able to scan

I have the same problem too.  I've tried uninstalling everything and installing first via HP Easy Start application, then the HP Easy Scan app on the App Store, but to no avail.

 

Clearly a driver is needed as the one on the HP Support website only supports up to macOS 10.11 (which I'd previously used and was working fine on 10.12.

Honor Student
Posts: 2
Member Since: ‎02-20-2017
Message 4 of 21 (145 Views)

Re: Update OS to macOS Sierra 10.12.2 - no longer able to scan

Same problem here. Does not work with macOS Sierra. Just bought the printer but it does not work. Very frustrating.

 

HP: Do you you when the next update might be available?

 

 

Honor Student
Posts: 2
Member Since: ‎02-20-2017
Message 5 of 21 (139 Views)

Re: Update OS to macOS Sierra 10.12.2 - no longer able to scan

Has anyone found a solution? I can see that the problem started last year. I am in the UK and it appears impossible to contact any HP help directly. Really bad.

HP Support Agent
Posts: 3,159
Member Since: ‎07-19-2016
Message 6 of 21 (123 Views)

Re: Update OS to macOS Sierra 10.12.2 - no longer able to scan

Hi @cg99

 

Welcome to the HP Forums!

 

Thank you for posting your query in this forum, it's a great place to find answers.

 

I reviewed your post and I understand that you are having issues scanning from your Mac computer.

 

I’d love to help!

 

You can download the HP easy scan app and you should be able to scan without any issue. Refer to below article for more information.

 

http://hp.care/2ffHTph

 

Let me know how it goes and you have a great day!

 

If the information I've provided was helpful, please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons, that’ll help us and others see that we’ve got the answers!

 

Take care.

 

Cheers!

The_Fossette
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

Honor Student
Posts: 3
Member Since: ‎03-20-2017
Message 7 of 21 (93 Views)

Re: Update OS to macOS Sierra 10.12.2 - no longer able to scan

Is this problem already solved for you guys with this suggestion of The_Fossette? For me it isn't. It's possible to download the HP Easy Scan app, but you still need to have a Scann Driver installed on your Mac. And this isn't possible while the driver is only usefull for OS 10.11 or earlier. So I think we're still waiting for a software update of HP, but it takes a little bit long isn't it?

Top Student
Posts: 5
Member Since: ‎01-11-2017
Message 8 of 21 (79 Views)

Re: Update OS to macOS Sierra 10.12.2 - no longer able to scan

The issue is still present.  None of the "solutions" that have been provided on this forum or via the HP Live Chat work.  The drivers are still not compatible with Sierra and HP point the blame at Apple (and tell me to get drivers from them) and vice versa.

 

As HP produce the product, you'd think they would provide the correct driver updates.  At the moment, whilst I wait for HP to sort this once and for all, my *new* scanner (which I paid almost £250 for) is sat gathering dust and I'm forced to use an app on my phone to scan!!!

HP Support Agent
Posts: 3,159
Member Since: ‎07-19-2016
Message 9 of 21 (72 Views)

Re: Update OS to macOS Sierra 10.12.2 - no longer able to scan

Hi @Goes14

 

Thank you for posting back.

 

I would like to know the exact model and product number of your printer/Scanner to provide you a more accurate solution.

 

Looking forward to your reply.

 

Take care!

The_Fossette
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

HP Support Agent
Posts: 3,159
Member Since: ‎07-19-2016
Message 10 of 21 (70 Views)

Re: Update OS to macOS Sierra 10.12.2 - no longer able to scan

Hi @thegaffer

 

Thank you for posting back.

 

I would like to know the exact model and product number of your printer/Scanner to provide you a more accurate solution.

 

Looking forward to your reply.

 

Take care!

The_Fossette
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

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