HP Printer will print but not scan

[Casparnoyons]

HI, 

I've had the printer for a week. It's now printing, copying fine, but won't scan anymore. I can see the printer in "printers and scanners" but scan option isn't there, and when I open HP Scanner it won't find my device. 

I've several times now shut down and restarted both printer and computer, uninstalled and reset printing system, uninstalled and reinstalled the drivers, and ran updates on mac. 

I sure hope you can help

[TEJ1602]

@Casparnoyons, Welcome to HP Support Community!

Which application are you trying to scan from? If you are using HP Easy Scan App, follow the steps below-

HP Easy Scan might not find your printer if the software or driver needs to be updated. 

• Update HP Easy Scan: Open HP Easy Scan. On the upper bar, click HP Easy Scan, click Check for Updates, and then install any available updates.

  

• Reinstall the print drivers: Click the Apple menu , click System Preferences, and then click Printers and Scanners. Right-click or control-click the blank space in the list of printers, and then click Reset printing system. After resetting the printing system, go to 123.hp.com, search for your printer, and then install the recommended software.

If none of the above solutions worked, try scanning with another app, such as the HP Smart app or Apple Image Capture.

Refer to the document HP Printers - How to Scan (Mac) for help.

Also, Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. For more information, go to Updating or Upgrading Printer Firmware.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

[Casparnoyons]

Hi,

Thanks for your reply. 

Unfortunatly none of the suggested solutions worked for me. I am still unable to use my scanner which is the main reason why I bought this device. These are the issues I encountered:

Easy Scan  is still unable to find anything after running the updates: 

My mac doesn't allow me to install firmware update saying I can only install apps from appstore or other authorized apps, aparantly this one isn't listed (?)

So now I try to scan with HP smart, but it isn't listed in the available software, why is this? See below:

So option nr. 3 is now the mac image capture. I "share" my printer but I don't see scanner and Image capture can find no devices.

I'm losing considerable time with this issue and need my scanner to work, I appreciate your help and advice hopefully you can find another solution.

Best,

[Casparnoyons]

This is the error message from the Firmware

[TEJ1602]

@Casparnoyons

Refer to the document HP Printers - Using the HP Smart App (Mac) for help in using the HP Smart App. 

In case the link does not work, the hp system is being updated and the link should work shortly.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

[Casparnoyons]

Hi, 

When I click Download HP Easy Start is downloading instead of HP Smart. So I guess it is not supported.

How long do I have to wait for this update and why can't I use Easy Scan?

If both options don't work could you tell me how to use Apple Image Capture?

Thanks for your help

[TEJ1602]

@Casparnoyons

Thanks for replying!

Apple Image Capture comes with macOS and OS X and provides a quick and simple way to scan.

1. Place the document or photo print side down on the scanner glass, and then close the scanner lid.

   If your printer has an automatic document feeder (ADF), use it to scan multiple page documents at one time.

      CAUTION: 

   Do not load photos in the ADF.

2. Open Finder , and then click Go in the top menu bar.

3. Click Applications, and then double-click Image Capture.

4. Click your printer name in the Devices or Shared list.

   NOTE: 

   If a Software for this device is not installed message displays after you select your printer, click Install, and then follow the instructions to complete the installation.

5. Click Show Details at the bottom of the screen.

   A preview of the scan displays, and then change any of the following settings:

   • Scan Mode: Select the scanning bed or automatic document feeder.

   • Kind: Set scan as color, black and white, or optimized for text only documents.

   • Resolution: Higher resolution produces better quality images by using more dots (pixels) per inch. Higher resolution increases the file size of the scan. Use a higher resolution for scans with graphics or items that require the best detail. If you are scanning black and white text, higher resolution is not necessary.

   • Size: Use a standard paper size or select the Use Custom Size option.

   • Scan to: Select the folder you want scans to save to or use the Mail option to attach the scan to an Apple Mail email message.

   • Name: Type a name for the saved scan file.

   • Format: Select the file type for the scan.

     NOTE: 

     To save multiple page documents or multiple images into a single file, select the PDF or TIFF format, and then select the box next to Combine into single document. This feature is only available with these formats.

   • Image Correction: Click the pop-up menu, and then select Manual to display color change options such as brightness and saturation.

6. Click Scan.

Refer to the document HP Printers - How to Scan (Mac) for additional help.

Let me know the outcome.

Please click “Accept as 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!

[Casparnoyons]

Hi,

As I mentioned, Image Capture isn't seeing the scanner. Please see the screenshots below:

I followed the steps and as you can see I can share my printer but not my scanner. 

When I have shared my printer Image capture displays it found 0 devices.

[Casparnoyons]

Also could you tell me: 

1.  How long do I have to wait for HP Smart update

2. Why can't I use Easy Scan? This device is 2 weeks old