Easy start cannot obtain software information

[captaindan]

**POTENTIAL SOLUTION**

So I spent a considerable amount of time last night trying to work this issue and I have found a solution. Hopefully this works for you.

1) Completely disregard using Easy Start - I suspect the issue is that parts of Easy Start are 32 bit and causing some issues with OX X Catalina. Delete ALL existing HP software from your applications folder.

2) Reset your print system in System Preferences - Printers

3) Go to /Library/Printers and delete the HP folder.

4) Restart your Mac/MacBook

5) Go to the App Store and download HP Smart

6) Start HP Smart...you can bypass the warranty/registration if you want. Click on the "+" to add a printer. It should see yours on network. It will then install drivers, and so quickly you may not realize it has done anything. However, you will now be able to print and scan. You can print from anywhere was usual, and you can scan using the HP Smart app. However, do NOT use HP Easy Scan - it will not work. For some reason, I think it has a similar 32 bit problem.

Also, as it relates to PDF printing....I have isolated that problem to Adobe Acrobat Reader DC - it's not at HP problem. For all of you that have had to live with "print as image", you no longer do. I deleted Acrobat Reader DC and installed PDF Professional (free from App Store) and it prints PDF's perfectly and quickly.

Hope this helps.

Dan

[PeterF2020]

In reply to:

"UPDATE: This printer can be configured manually on MacOS. Although it's not really documented in the manual it is a fairly easy process. I had to call support to figure this out."

Yes, you can configure the printer manually in OS Catalina, just add it in from Printers and Scanners, and it will print, but the scanner won't work at all.  There are no paper sizes available and it just hangs when trying to perform an overview scan.  I will be trying out the latest suggestion (big thank you to @captaindan) soon and will report back.....

[cstlzb]

@Captaindan: thanks, that was a helpful solution. Much appreciated.

I just wonder why apparently the problem just started to pop up for several users right now. I mean OS X Catalina has been out for a while and people haven't reported the same problem before.

Anyhow, HP should update the documentation for printer setup soon as more people might run into this problem.

[PeterF2020]

Well this is not what I expected at all!  Upon logging in again today, this (brand new) MacBook Pro announced that there were MacOS Catalina updates available to - guess what? - the HP printer software.  It then installed a new version of the printer software.  And after this update both the printing and the scanning are working correctly.  As I never try to fix what is not broken I cannot say whether the fix that was suggested by @Captaindan above worked or not.  I am still very grateful for the help and support.  Thank you!