Apple Image Capture & Mac OS 12 will not connect to HP OfficeJet Pro 9010e scanner

[GeeTee2]

I recently purchased a HP OfficeJet Pro 9010e, based on a Choice Magazine review which advised it was Mac OS compatible.

I updated the firmware to the latest at installation (released Jan 2022).

With my Macbook Air OS 12.0.1, I am able to connect to and scan using both my HP OfficeJet Pro multifunction devices (old 8600 & new 9010e), using built-in Apple Image Capture app (System Preferences > Printers & Scanners > [Select Printer] > Scan > Open Scanner).

When attempting this on my iMac (Mac OS 12.3.0), I received error message "Failed to open a connection to the device (-21345)".

An Apple Support Community article advised upgrading Mac OS to 12.3.1 (released 31 Mar 2022), which I did. I still get the same message.

I installed the HP Easy Scan app: it also gives a "Scanner reported an error: Failed to open a connection to the device" message.

The 8600 scanner opens in Apple Image Capture on both my iMac and Macbook Air, but I do a lot of scanning and filing hard-copies in my office (where my iMac and my filing cabinet are), and that printer is in my wife's home office at the other end of the house, so not practical to go backwards & forwards all day.

The alternatives are to use the HP Smart App > Scan function, or HP Smart App > Advanced Settings > Scan > Scan to Computer (Webscan).

Neither are as user-friendly as the Apple Image Capture app. In fact by comparison they're appalling for someone who does a lot of scanning, adding about three times the time and clicks required to scan and save a document and prepare for the next scan.

On the "HP Customer Support - Software and Driver Downloads" page, there are no firmware updates for Mac OS after 10.15 (5 Apr 2021, a year ago!).

Then there's this gem: https://support.hp.com/au-en/document/c04510394 : "HP Printers - HP Drivers from Apple Software Update Are No Longer Available.

Apple no longer provides HP print drivers through Apple Software Update (ASU). You can find print drivers from HP through HP Software and Driver Downloads. Your printer might also support Apple AirPrint. Go to Printing with Apple AirPrint for more information."

Slight problem: as above - there are no drivers for MAC OS 12.0!

I have spent DAYS on the phone to both Apple and HP. The outcome? After escalating from Apple tech to Apple senior tech to Apple Engineering following a diagnostic upload is that "HP doesn't provide drivers for Mac OS after 10.15"; and HP claims it's "an Apple security issue somewhere between OS 12.0.1 and OS 12.3.1", and I should await a resolution in a future OS 12.3.x update. Unacceptable. Two of USA's biggest computer and printer companies ought to be able to sort this out.

I could swap printers, but I shouldn't have to.

If I had known I'd lose days of productive time to this issue I'd have bought another brand. I may still yet, and give the 9010e away.

[Kumar0307]

@GeeTee2, Welcome to the HP Support Community! I’m here to help.

I understand you are not able to scan using the Apple Image Capture app. This is not an issue with the printer. It is an application-specific issue.

To resolve this issue, kindly refer to this document from Apple - https://support.apple.com/en-us/HT212756

If the printer is in sleep mode, press any button to wake it up and then try scanning.

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.

Download and install HP Easy Scan or HP Smart app from the App Store and try scanning as an alternative.

If you need further assistance with the Apple Image Capture app, kindly contact the Apple Support.

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! 

[GeeTee2]

Kumar, thank you for taking the time to reply...

I don't think you read and understood what I wrote.

- As per the Apple Support article, I have already updated to the latest Mac OS (12.3.1, released 31 Mar 2022, on advice from the Apple Support Community, upgraded from 12.3.0 as a direct result of the -21345 connection error message in Apple Image Capture).

- I have already installed the latest HP firmware (released 13 Jan 2022) in accordance with the printer setup instructions when I first setup the device (early April). And again after being directed to reset my printer settings, depower the printer, and repeatedly setup again from scratch by various support articles and Apple & HP techs (which erases all installed printers). And again repeatedly by HP techs who advised to uninstall and reinstall all HP software from my iMac and setup the printer again from scratch. (All up, I have uninstalled and reinstalled the printer about 8 times on advice from both Apple and HP techs).

- In one of numerous calls to HP techs, I was directed to check for firmware updates, and install via the HP Smart App as you described, in addition to the numerous uninstall/reinstalls above.

- HP Easy Scan app will not connect to the scanner either.

- The whole point is to avoid using HP Smart scanning app, because to use it is a retrograde step: it is far more complicated and time consuming than Apple Image Capture app. Unfortunately I must use HP Smart scan app as an alternative workaround, presumably until HP and/or Apple can work out what to do.

- I have contacted Apple and spent about 12 hours total over three days on the phone to Apple techs and senior techs. My issue was escalated to Apple engineers, who are also unable to resolve the defect.

- My issue has also been escalated to HP senior techs.

Kumar, notwithstanding your kind advice (all of which has already been completed on advice from HP and Apple), and the efforts of HP techs over numerous phone calls and many hours, my customer experience with this product has been appalling.

My advice remains to anyone, which I have also posted online elsewhere:

*** IF YOU DO A LOT OF SCANNING, OWN A DEVICE OPERATING ON MAC OS 12.3.1, AND EXPECT TO BE ABLE TO USE THE SIMPLE AND EFFECTIVE APPLE IMAGE CAPTURE APP TO SCAN, DO NOT BUY HP OFFICEJET PRO 9010e WITH FIRMWARE RELEASE 13-JAN-2022. ***

Because two of USA's largest companies can't seem to get their sh!t together to produce a compatible and fully functional product.

[Nirvana_95]

Hi @GeeTee2 

Welcome to the HP Support Community. 

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. 

[GeeTee2]

I have replied to your PM.