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09-10-2016 12:17 PM
I am setting up my new printer and having trouble scanning using the software on my computer.
The software recognizes the scanner and the scanner activates (the lights can be seen moving/scanning the document in the flatbed). But no preview is generated and no scan is saved to the computer.
I am able to scan to email and to google drive just fine.
09-21-2016 04:01 PM
Sorry you're having troubles with the HP Easy Scan software. If you haven't already, I suggest you go out to the Mac App Store to get the latest available version of HP Easy Scan in case the issue you are experiencing is a known/fixed issue.
You might also try using Apple's "Image Capture" scan application (located in the Applications folder) to see if has a similar behavior. If both applications show similar behavior, this would point to the issue being at the driver level as both applications use the same driver.
If the issue is driver-related, then you'll want to go to support.hp.com and follow the guidance provided there to obtain the latest drivers for your product.
Hope this helps,
I work for HP.
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09-21-2016 04:27 PM
Thanks for the response.
You're correct in thinking at the issue is with both HP Easy Scan and Image Capture ... while both activate the scanner successfully and neither give an error, I get no previews or scans.
Scan to email works fine with a good scan produced and sent.
I've updated the firmware and am using the latest drivers, but still not having luck getting scans to the computer software.