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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎04-10-2017 02:30 PM

HP Recommended

I have the same problem (over a year after the previous comment). I scanned some documents the other day - they appeared to have been scanned but they weren't. I just re-installed the driver for Mavericks from HP - as well as the apple software -  but the scanner still isn't working properly. I did extensive searches and thie old Mavericks seems to be the most recent driver update. When will the upgrade be available?  

1 REPLY 1

‎04-11-2017 01:02 PM - edited ‎04-11-2017 01:16 PM

HP Recommended

Hi @Cri2017,

 

Good day!  🙂  Welcome to the HP community. It is a terrific place to find answers and tips and to have the best experience in the HP forums. I read the post about scanning issues with the printer. I’ll be glad to assist you with this. 🙂  

 

You are a valued HP customer and we appreciate you greatly for doing business with HP. I have reviewed the situation and it is paramount that we address your issue. Thank you for giving us the privilege to assist you on this platform. 🙂 You’ve done some fabulous diagnosis and super smart troubleshooting as well. Kudos to you on that score. 🙂

 

First off we need to diagnose correctly if the issue is hardware or software related.

Also, for better clarity and to assist you better I would require more information regarding this.

Did you bypass power strips and connect the printer directly to the wall outlet?

Have you made copies directly from the printer?

 

For a start, please perform these steps.

  • Please bypass power strips and connect the printer directly to the wall outlet.
  • Please make a few copies directly from the printer without any communication from the computer.
  • If it copies fine, reset the Mac printing system.
  • Then use either HP easy scan or apple image software to scan from the printer.
  • If it does not copy, then the issue is hardware related. Please contact HP phone support to replace the printer.

How to copy from the printer:

  • Please try to make a few copies directly from the printer without any intervention from the computer. Please place the required document face down on the flatbed scanner and touch the copy button. If it copies fine, then the issue could be software related.

How to reset Mac printing system:

 

How to use HP Easy Scan or Apple Image capture:

 

Please keep me posted. I will keep a watch for your reply. Please perform all these steps diligently and patiently. This should do the trick for you.

 

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂 Please reach out for any issues and I'll be there to assist you.

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

 

 

DavidSMP
I am an HP Employee

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