MFP 3301 FDW crashes after scanning document using sub-sized region

[jeff658]

If I scan a document from the flatbed and I select a region of the document which is smaller than the entire size of the document, the printer crashes with a firmware error  C1.BF.FC.0B.  This printer has firmware version - 6.17.3.269-202405221647. Many months ago I went round and round with HP service on a call and tried to convince them this is a firmware bug, but after an hour of trying lots of things that I know would be useless, they insisted on sending me a new (probably refurb knowing HP) printer. The changed printer did exactly the same thing of course. This has been a few months now, but just decided to post something here for entertainment if nothing else. This will be the last HP printer I ever touch - it is clear HP has completely lost control of their embedded software quality and have no customer service. As an Apple person, I would never touch an HP computer. I guess it is the price of printers being so cheap now, it just does matter to them how bad the product is. Note hysterically, I can't even indicate my Mac Operating system as 15.0 Sequoia in this form because it does not seem to even have that selection

[Nal_NR]

Hi @jeff658,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I can understand how incredibly frustrating it must be to encounter the same issue repeatedly, despite efforts to resolve it.

That said, I'll need a few more details to dissect your concern & provide an accurate solution: 

• Are you selecting a specific region after scanning the document?
• Which operating system are you using with the printer (e.g., Windows, macOS)?
• Can you share screenshots of any error messages or what you're seeing after the scan?
• How is the printer connected to your device—via USB, Wi-Fi, or Ethernet?

Let me know.

[jeff658]

That said, I'll need a few more details to dissect your concern & provide an accurate solution: 

• Are you selecting a specific region after scanning the document?I am not sure I understand your question. When you select flatbed as the source (not the document feeder), you need to select the region before it will allow you to scan.
  
• Which operating system are you using with the printer (e.g., Windows, macOS)?

        Mac OS, it says this clearly in the report.

• Can you share screenshots of any error messages or what you're seeing after the scan?

    I gave the exact error code and firmware version of the printer in the report

• How is the printer connected to your device—via USB, Wi-Fi, or Ethernet?

  Wifi

[Nal_NR]

Hi @jeff658,

Could you please help with what software you are using to scan?

[jeff658]

I am scanning using the following method (see attached screen captures and picture.

1. On MacOS I open the Printers and Scanners panel within System Settings

2. I select the HP Color LaserJet Pro MFP 3301 

3. I hit Open Scanner...

4. The scanner will do an overview scan, and produce the image capture

5. I select the Name of the file I want to scan to

6. I than select a sub-sized region of the scan area (note it is just short of the full page as shown in the screen capture

7. I hit the Scan button

8. printer will do the scan than crashes with the error shown from the picture of the LCD display on the printer

9. Note (sadly), if I leave the printer in the crashed state for a few minutes, it will automatically reset (it looks like a reboot),  but it resets into the same crashed state. I need to actually power the printer off to get it back to working.

[jeff658]

Note also, the same printer crash happens if I use the HP Smart Application to do the scanning. See  screen capture. After I initiate the scan (picture HP Smart 2), the printer will do the scan and when the scanner gets to the end of the scan area the printer produces the same crash message on the LCD display, and HP Smart SW will eventually come back with an error it indicates it can no longer talk to the printer (of course because the printer firmware crashed). 

[Repairatrooper]

I think you are being a little unfair with HP.  Release date on the OS was September 16th and HP has not released an updated firmware yet. Developers are notorious in hiding details until they have actually released their software so it is entirely possible that HP did not have the opportunity to fully test their hardware with the new OS before release date. As a work around I suggest you configure scan to folder so that you do not have to use any software on the computer to perform scans, it is done directly from the control panel of the printer and simply saves the scan to the folder on your computer you point it to.

[jeff658]

Repairatrooper, you might be interested to know that this same issue occurs with a different Mac I have (an M1 based Mac) which is running MacOS 13.2, hence it seems less likely it is something new related to MacOS 15. Again, I can work around this by not selecting a sub-sized area of the page, and therefore do not need to use on-printer methods of scanning. As those methods do not allow you to select a sub-section on-printer methods will not hit the issue. I debate the point regarding HP testing since this does not seem to be a corner case and much more a large test escape. I simply want them to elevate this to engineering and fix it.

[dunwoodyjr69]

I am having the same issue.  I just bought this model from Costco.  I am scanning photos.  If I crop it, it crashes.

[jeff658]

Yeah, after I sent all the detailed info on this support line, it looks like Hp has taken this and is looking at it since they did not ask for more info. At least that is what I hope. Hence, I am hoping for a firmware fix in the near future.