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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
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‎03-22-2021 12:05 PM

HP Recommended
Product: Officejet 6962
Operating System: macOS 11.0 Big Sur

My Officejet 6962 used to work properly on my old Mac, but since I've got a new Mac and router I'm only able to print and copy. I need to scan!

Category:
1 person had the same question
11 REPLIES 11

‎03-25-2021 02:52 AM - edited ‎03-25-2021 03:04 AM

HP Recommended

@cmoore21, Welcome to the HP Support Community!

 

I understand you are not able to scan from your Mac. Since you are able to print and make copies, it means the printer is connected and its hardware is working fine.

 

Which app are you using to scan from?

Do you get any errors?

 

Update the printer firmware

Click here to download and install the latest printer firmware from your Mac.

Click here to know different methods of updating printer firmware.

 

Also, check for any software updates on Mac

Click the Apple icon > About This Mac > Software Update and install any available update.

 

You may use the HP Smart app to scan. Kindly refer to - How to scan with an HP printer

 

If you are trying to scan from the printer screen to the Mac, install HP Utility from here. 

Open the app, under Scan Settings, click Scan to Computer, then make sure the 'Enable Scan to Computer' check box is selected.

 

Hope this helps! Keep me posted. 

 

Please click “Accept as 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!

Have a great day! 

KUMAR0307
I am an HP Employee

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‎03-25-2021 08:52 AM

HP Recommended

Thanks for writing, Kumar. I'm trying to scan by clicking on the scan icon in the printer window. That always worked with my old Mac but it won't with my new Mac. Then when I click on the Computer icon in the window, it tells me to open HP Utility. I haven't been able to find it anywhere!

 

I have the latest HP Smart software but I can't seem to get past the Device Discovery window with the firmware update. It just keeps spinning. And it shows 2 device names: HP542F15 and cm-print.

 

I think I understand all the instructions; the computer just gets stuck somewhere in the middle of the process.

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‎03-25-2021 09:58 AM

HP Recommended

@cmoore21

 

It sounds like Scan to Computer is disabled on your Mac. Enabling Scan to computer using HP Utility may resolve the issue. Let's try these steps:

1.) On your Mac, click Finder, click Applications, click the Hewlett-Packard or HP folder, then double-click HP Utility. (If HP Utility is not available, download and install the printer essential software from here) 

2.) Under Scan Settings, click Scan to Computer, then make sure the Enable Scan to Computer check box is selected.

https://lithium-response-prod.s3.us-west-2.amazonaws.com/hpcsc.response.lithium.com/RESPONSEIMAGE/946f6e5f-68db-4b93-a3ad-831e2c463488.default.png

 

3.) Try to scan.

 

Hope this helps! Keep me posted. 

 

Please click “Accept as 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!

Have a great day! 

KUMAR0307
I am an HP Employee

Was this reply helpful? Yes No

‎03-25-2021 12:31 PM

HP Recommended

Thanks again, that response sounds like it should work. However, I downloaded the printer essential software to my downloads folder, 71 MB, and when I double clicked on it, it said "The operation couldn't be completed. (com.apple.installer.pagecontroller error -1). It couldn't open the pkg.

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‎03-29-2021 10:30 PM

HP Recommended

@cmoore21

 

Kindly perform the steps mentioned in my previous post and let me know how it goes.

 

Keep me posted.

KUMAR0307
I am an HP Employee

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‎03-30-2021 01:13 PM

HP Recommended

Before, it allowed me to download the entire 71 MB package, but it wouldn't open. This time the entire package is 202 MB, and every time I try to download it, it stops at around 68.

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‎03-31-2021 02:53 AM

HP Recommended

@cmoore21

 

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Technical Support team in your region for further assistance. 

 

Keep me posted for any other assistance.

KUMAR0307
I am an HP Employee

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‎03-31-2021 09:32 PM

HP Recommended

Downloading the HP Utility and then enabling "scan to computer" solved this problem for me with a new Mac and a printer that used to scan and still prints and copies but did not scan until I followed this solution.  Printer:  OfficeJet 6958, MacBook Air with new chip running Big Sur.

Thank you.  

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‎04-01-2021 08:22 AM

HP Recommended

@erfisher

 

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!

KUMAR0307
I am an HP Employee

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