An error occurred while communicating with the scanner (-9923)

[bonchow]

Hello!

I've been dying to scan some drawings but seem to have come to a snafu -- I use my Officejet J4680 series printer wirelessly to print more than scan.  I have recently run into this error message when I try to initiate scanning though the "Preview" app on my Macbook:

An error occurred while communicating with the scanner (-9923)

The window will pop up for the scanner preview, but it won't activate the scanner. It only says "Waiting for scanner...", and nothing else happens.  I've also tried scanning through the "system preferences" app to no avail.

My brother (who works in IT) suggested that I delete the printer from the system, reset the printer to default factory settings through the screen prompts, and then reinstall it back on to try again. I have been able to print again successfully, but scanning is still the persistent issue.  My current operating system is Mac OS X 10.11 El Capitan.  

He suggested I wave my white flag and buy a new printer. I hope that this isn't the case! Please help...

Bonnie

[Dvortex]

Hello @bonchow – Greetings!
 

Thanks for stopping by the HP Support Forums! I would like to help you 🙂

I see that you are having issues while scanning from MAC. I would suggest you to first make a “Photocopy” on the printer to isolate the issue. Place a document face down on the scanner bed and select copy button to make a copy.

If the copy feature also is not working, then the issue could be with the printer hardware. I would suggest the steps below to try and fix the issue then:

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle and then try making a copy.

If the copy works fine, then the printer hardware is good. I would suggest you use HP easy scan to try and scan. Get the details here: http://hp.care/2c8ckuS

Please let me know if this resolves the issue, or if you require further assistance.

Cheers 🙂

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[bonchow]

Hi Dvortex,

Thanks for your speedy reply, it's much appreciated!

So I've gone on to the link you provided: http://hp.care/2c8ckuS  -- But I'm getting some challenges...

I've tried the first option using the HP Easy Scan app, but the dreaded "preparing to scan" status bar triggers my anxiety:

Then while that is running, I at least start on the second method of the "HP scan software" to which I am unable to find any downloadable software:

I've tried using the "preview" app.

I've tried using the route of System Preferences > Printers & Scanners > Scan > Open Scanner.

I've reinstalled the HP software using the original installation CD.

I've also tried connecting directly using my MacBook to the printer with the cable and it also does not activate through the multiple scan options.  I also had my brother to try and scan from his computer wirelessly with no success.

What do you make of the situation and the next possible step? Thanks in advance!

[Dvortex]

Hello @bonchow,

Appreciate your efforts.

I would like to know if you can make a photocopy on your printer. Check my above post for steps.

Let me know the result.

PS: Your printer is an older model, hence we do not have MAC 10.11 drivers available in HP website. You need to install the printer using Apple software update. Check here: http://hp.care/2dIaVyB

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[arcoiris]

Though I was having no problem making a copy, I still followed the instructions about unplugging the printer, then replugging using a wall outlet. And yay, the scanning function started working again. Thanks so much!

[RicardoLC]

Solution worked:

-Unplugged printer without turning off

-removed Surge Protector

-removed power cord

-pressed on button 30 seconds

-replaced power cord and plugged back in

...scan worked perfectly. 

Thank you!!