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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
keriannecdotes
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Stopped - Unable to Convert Postscript File

‎12-29-2020 04:10 PM - edited ‎12-29-2020 06:23 PM

HP Recommended
Product: HP OfficeJet Pro 8710
Operating System: Other

I'm trying to print a PDF that I scanned on my HP OfficeJet Pro 8710 via HP Smart on my Macbook Pro, using wireless internet. I was previously able to do this with no issue. Now when I try to print PDFs that were saved from scans using HP Smart, the print job gets stuck in the printer queue with the following error message: "Stopped - Unable to Convert Postscript File."

 

I had also been receiving an error display message that the scan would damage my computer, so I logged in to HP Passport, found the related notification, and followed the steps outlined here: https://support.hp.com/us-en/document/c06960563. That got rid of the "damage" error message, but I'm still unable to print PDFs that I scan using HP Smart.

 

Oddly, if I don't open the HP Smart app and scan directly from the printer (which brings up the HP Scan Request Handler), that seems to work fine. I'd like to be able to print scans done via HP Smart, though.

 

I believe this all started after updating my macOS to Big Sur. I'm currently running version 11.1 and have made sure the operating system, Adobe Reader, and my printer drivers/firmware are up to date.

 

I'm at a loss on what to do next. Can anyone offer suggestions for how to resolve this issue, other than "Print As Image," which reduces quality?

 

UPDATE: I've now spoken with Apple support and this is what they said:

So it seems that the HP Smart app is not compatible with macOS Big Sur, which means that the options available would be to wait until HP makes a firmware update addressing the issue, not using the HP Smart app, or downgrading the macOS on the MacBook.

HP, any chance this will be addressed in a firmware update sometime soon?

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Betty0610
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Message 2 of 2
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‎01-08-2021 10:03 AM

HP Recommended

@keriannecdotes

 

Welcome to the HP Support Community.

 

There will be an update. Meanwhile please try to uninstall and reinstall the HP Smart App and see if that helps.

 

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

 

Thanks!

 

Have a great day!

 

 


I am an HP Employee

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