my scanner on the 7740 printer has stopped seeing my MacBook

[PeterGG]

My HP office jet pro 7740 scanner no longer 'sees' my MacBook when I try to scan from the scanner. It was working fine, but for some reason has just stopped.   On the HP utility there is a message 'unable to communicate with the selected device', but I can scan from the computer using HP Smart.  I can also print as usual.  I'm on OS Ventura 13.6.1, fully updated.  Please help!

[Raj_05]

Hi @PeterGG,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

If your HP Officejet Pro 7740 scanner is no longer able to communicate with your MacBook when using the scanner's built-in scanning function, but you can still scan from your computer using HP Smart, there may be a few things you can try to resolve the issue. Here are some steps you can follow.

1. Check Connections:

   • Ensure that the scanner is properly connected to your MacBook via USB or over the network (if it's a wireless connection).
   • Verify that both the scanner and MacBook are powered on and connected to the same network if using a wireless connection.

2. Restart Devices:

   • Try restarting both your scanner and your MacBook. Sometimes, a simple restart can help reestablish the connection.

3. Update Drivers and Software:

   • Make sure you have the latest drivers and software installed for your HP Officejet Pro 7740. Visit the HP website to check for and download any available updates or patches.

4. HP Utility Settings:

   • Open the HP Utility on your Mac and check the scanner settings. Ensure that your scanner is selected as the default scanning device.

5. Firewall and Security Software:

   • Sometimes, security software or firewalls can interfere with communication between devices. Check your Mac's security settings and make sure the HP scanning software has the necessary permissions.

6. Reinstall HP Software:

   • You can try uninstalling the HP scanning software and then reinstalling it. This can resolve any software-related issues.

7. Reset Network Settings (if applicable):

   • If you're using a network connection, resetting network settings on both your scanner and MacBook can sometimes help. Refer to your scanner's manual for instructions on how to do this.

8. Test with Different Applications:

   • Try scanning from different scanning applications to see if the issue is specific to the built-in scanner function. This can help you determine if the problem is with the scanner itself or the software.

It's worth noting that if you can scan using HP Smart, your scanner hardware is likely functioning correctly, and the issue may be related to the scanner's built-in software or settings. By going through these troubleshooting steps, you should be able to identify and resolve the problem.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support 

[PeterGG]

Hello Alden4.  Thanks for you response.

I have been through all these actions and still have no joy.  The scanner is definitely working as I can scan from the computer using the HP Smart Ap and using online scan.  However, I still can't scan remotely from the scanner.  Printing from the same device  is working fine.     When I open the HP Utility, the programme searches for the printer/scanner but give the error message "Unable to communicate with the selected device". When I try to scan from the scanner I get the message "No computer found".    I spoke with HP and they mentioned that HP Utility is no longer being used.   I wonder whether an HP update has caused the glitch.  I'm pretty sure it's not an apple problem, as my partners MacBook with a different OS and update stopped being visible to the scanner at exactly the same time.  Hope you have some more ideas!

[PeterGG]

This has been a really disappointing episode from HP.  Despite spending hours of time with different HP assistants they can't resolve this problem and have just given up.  I know it's an HP problem - we have 2 MacBook Pros, mine fully up to date with the latest OS and the other with an older (but not that old) version OS.  The scanner stopped allowing the scan to computer function on both computers at the same time, so it's not a Mac problem.  I strongly suspect that HP have changed their settings and that prevents the scan to computer function (and that is what the HP assistants I spoke to hinted at).  There's no other reason why it should suddenly have stopped working.  It means we now have to move our computers to the scanner to scan - a real problem in our office.  Basically, it seems HP have sabotaged our previous perfectly working system.  It's not acceptable to make  software changes that remove a key function from a piece of hardware.  It seems our only option would be to buy another printer/scanner, but probably from another company this time.