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‎09-21-2020 12:56 PM

HP Recommended
Product: HP Envy Photo 7858
Operating System: macOS 10.13 High Sierra

My printer will not scan. It shows this message. "There was an internal processing error. Please retry or manually check the firmware updates. " When I go to the HP website it says there is one firmware update, but when I download it says there are no updates for my printer.  Even though in an earlier step I put in the printer series and it said there was an update.  How do I fix this?

Category:
1 REPLY 1

‎09-24-2020 05:41 PM

HP Recommended

@Beverlyhey, Welcome to HP Support Community!

 

To be able to assist you better, I'd like to know the following-

  • Are you able to make photocopies on the printer?
  • Are you trying to scan to email?
  • What happens when you initiate the scan from your computer?
  • Is the printer firmware updated? If no, follow the steps from the document  HP Printers - Updating or Upgrading Printer Firmware.

Keep me posted for further assistance.

TEJ1602
I am an HP Employee

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