HP Officejet 5744 four in one printer

[fairwinds22]

Just upgraded iMac operating system to Seqouia 15.1.  HP Officejet 5744 four in one printer connects via WIFI and prints.  Unable to scan from the same device.  Results with error, "failed to open connection to device".  Tried to scan from the printer and receiver error "the connection to the computer has been lost".  I verified that the printer and iMac are both on the same WIFI network and rebooted both to the same network no change.  The scanner fails to connect to the computer and the computer has lost the connection to the printer/scanner.  Any suggestions please

[Elohi_NR]

Hi @fairwinds22,

Welcome to the HP Support Community. 

I'd be glad to help you! 

Let's try a power reset on the printer-

Reset the product

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Unplug the power cord from the wall outlet.
3. Wait at least 60 seconds.
4. Plug the power cord back into the wall outlet.
5. Reconnect the power cord to the printer.
6. Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

Try and scan, if the issue persists try the below steps.

Update the firmware if available for your current OS. Click here

Update How to update the software on your Mac

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Elohi_NR]

Hi @fairwinds22,

You may also try these steps and see if they work. 

Try a reset of the printing system. 

How to Reset the Printing System 

1. Open System Preferences > Print & Fax 
2. Move your mouse over the Printers list 
3. Hold down the Control button and click the mouse (or right-click if supported). 
4. Click "Reset printing system ..." 
5. Restart your Mac 

This will remove your printer and scanner queues but not your drivers. So you will only need to add your printer and scanner queues again.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[fairwinds22]

Sorry, I was out of town for a family issue.

 I completed the steps you recommended and it did not resolve the issue with the scanner though the printer functions normally.

I downloaded and installed HP Smart.  With that application I am able to scan, though it is a little more cumbersome than the previous method.  Thank you for your help.

Bill G

[Elohi_NR]

Hi @fairwinds22 ,

We apologize for the inconvenience. The issue seems to persist even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction via remote assistance to fix the issue over the phone.

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!