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Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Ross1955
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Can no longer scan using my iMac and HP Inkjet 5255 printer

HP Recommended
iMac
macOS 10.15 Catalina

I click on Scan on the Inkjet and it tells me I must download new software at 123.hp.com/setup. I do so. Everything goes through perfectly. I go back back to the Inkjet printer and try again to scan and get the same message. I go to the iMac system preferences and choose Printers and Scanners, choose Scanners, choose a Scanner (the inkjet, which has a green light), and click Open Scanner. It says "Failed o open a connection to the device (-21345)

 

What's going on? This seems like a simple problem but H&P has a policy I object to that once their product is out of warranty they charge an outrageous fee to answer these simple quick questions over the phone or via text.

5 REPLIES 5
Betty0610
HP Support Agent
HP Support Agent
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Message 2 of 6
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@Ross1955

 

Welcome to the HP Support Community.

 

Remove and add the printer

 

Click the Apple menu, and then select System Preferences.

Depending on your operating system version, click Print & Fax, Print & Scan, or Printers & Scanners.

Click the name of your printer, click the Minus sign and then delete the printer.

 

 

Click the Plus sign and then click Add Printer or Scanner.

Click the Use or Print Using box, and then select AirPrint

 

 

Click Add to add the printer to the list.

 

Try to print.

 

Keep me posted for further assistance.

 

Please click “Accepted 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!


I am an HP Employee

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Ross1955
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Dear Betty0610,

 
First, thanks for your effort at assisting.
 
I followed your instructions. The HP printer went through various actions. On my desktop, various things happened as well. It said my printer was connected and ready to go but when I tried scanning again I *still* got the message saying “Software Required. To scan to computer, visit [hp website] to download HP software (full software and drivers.)” I *thought* I had already done that.
 
Any further suggestions?
 
Thanks,
 
Ross1955
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Betty0610
HP Support Agent
HP Support Agent
15,571 15,553 815 662
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Ensure that the printer is up to date with its firmware and Mac is up to date with its software. If you are unsure you may use the links below to update the printer firmware and Mac software:

 

Update printer firmware

Update software on Mac 

 

Let me know if this 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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Ross1955
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Well, it appears both my printer firmware and Mac software were up to date.

I suspect the problem developed when I added the new Mac operating system (Catalina.) Very frustrating to lose the ability to scan, though I can still print. When my local Apple store reopens, I can hopefully pick their brains.

Please let me know if you have other suggestions.

 

Ross L.

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Betty0610
HP Support Agent
HP Support Agent
15,571 15,553 815 662
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Try waking the printer before scanning.  Also try HP Smart: https://support.hp.com/in-en/document/ish_2073929-1413451-16

 

Let me know if this 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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