Unable to scan from glass

[cmichaeles]

I have recently noticed that I am no longer able to scan from the glass.  I get an error/fail message when attempting to scan from the glass.  My device still scans from the document feeder.  It can copy from the glass and my solution has been to simply make a copy from the glass and then scan the copy using the document feeder, but this is frustrating and time-consuming, in addition to wasting ink and paper.

I hoped that it was something that could be resolved by using HP Easy Scan instead of HP Scan which I have used in the past, but the problem exists with either program.  My computer is a MacBook Pro running macOS 10.12 Sierra.

In addition, the device does not scan from the printer control panel to either my computer or to a USB drive (I have not tried to see if it will scan to a memory card or to the photo printer).

Any ideas or solutions would be greatly appreciated.

[MKazi]

@cmichaeles

A very warm welcome to the HP community. A very good day to you. 

I understand that you have an HP Photosmart Premium Fax e-All-in-One Printer - C410a and it does not scan from the scanner glass bed. The printer is able to scan using the ADF (Automated Document Fedder) and also able to make a copy from the glass bed. I appreciate your observation.

If the printer can copy using the glass bed, it indicates that the scanning hardware is working fine. This has something to do with the drivers/software. I also read that the printer does not scan from the printer control panel to either my computer or to a USB drive.

I would like to know the following information to assist you better:

• Which application are you trying to scan from?

• Have you tried scanning using the Apple Image Capture?

I did some research and fond that the full featured drivers for Mac 10.1 Sierra are unavailable and this could the reason the scanning is not working properly.  The drivers for this printer are released through an Apple update. This will help to print and scan. However, you may not be able to scan from the printer control panel though.

• Please download the Mac inbuilt drivers from this link: http://hp.care/2flF56z.
• From System Preferences, click on Print & Scan.
• Click the Plus sign.
• Select the listed Photosmart Prem C410 series (This printer's drivers should work).
• Click the drop-down menu next to Use or Print Using and click on Select Printer Software.
• Select the Photosmart Prem C410 series from the list.
• Click OK to confirm your selection and add the printer, then try printing using the configured print queue.

Post this, you should be able to scan from the Apple Image Capture software. Let me know how it goes. All the best! 🙂

[cmichaeles]

Interesting.

I succeeded using Apple Image Capture, but still unable to do it using HP Scan or HP Easy Scan which make it easy to "Save as" after scanning.  I was also launch the printer webpage from the System Preferences menu and it worked from there.  It is still odd that neither the HP Scan or HP Easy Scan applications seem to work properly.

[MKazi]

@cmichaeles

I'm glad to know that the scanning worked fine. Kudos to you!

The HP Easy Scan or HP Scan may not work due to the lack of the full featured drivers/software. The update that you installed through Apple consists of the basic print and scan drivers. 

Hope this answers you question. Feel free to let me know. Cheers! 🙂

[cmichaeles]

It doesn't really answer my question at all.  

First, the update that you instructed me to install was from HP, not from Apple.  You did not mention any updates from Apple.

Why does neither of the programs/applications that were developed by HP for use with its own HP products contain the appropriate" full featured drivers/software"?  It seems reasonable that you would provide software that permits your own equipment to operate properly, otherwise why would I ever purchase another product from HP?

[MKazi]

@cmichaeles

Thanks for replying.

The updates were from Apple and not HP. When you open the link, to opens an Apple website. Maybe you though it is from HP because I have shortened that link. The real link is https://support.apple.com/kb/DL1888?viewlocale=en_US&locale=en_US.

Secondly, as mentioned before the full featured drivers for this printer are unavailable for Mac Sierra. Therefore some of the functions will not work. In the best interest of us both, I gave you these steps as a workaround to ensure that the scanning purpose is served. 

Hope this answers your question. Good luck!