Can't scan from HP OfficeJet Pro 8710 to MacPro but can Print

[phdlynn]

I have an HP OfficeJet Pro 8710 connected wirelessly from the printer/scanner to my MacPro.  I am using the printer/scanner IP address to identify the printer/scanner in the Mac system preferences/printers and scanners.  I can print ok but when I use the HP Easy Scan app to scan I get the following message:  "Scanner reported an error. HP OfficeJet Pro 8710 is currently unavailable." 

1.  When I open the HP Easy Scan app, my scanner shows as HP OfficeJet Pro 8710 and not the IP address labeled one.  I do not have a printer in Sysem Preferences called the HP OfficeJet Pro 8710 anymore but did at one time and it worked then.

2.  I do not have the option in the HP Easy Scan app to chose the printer/scanner identified by the IP address in the System Preferences.

3.  Can it be that the printer identifed by the IP address for printing needs to be the same name in the HP Easy Scan to work?

4.  Does anyone know if using an IP address to identify my HP OfficeJet Pro 8710 is causing the scanning problem?  Recenlty I was not able to get Printing to work until I used the printer IP address to label it in System Preferences.

5.  I have already downloaded new HP Smart and HP East Start drivers for my printer but if I try and set them up the HP OfficeJet Pro 8710 [OE2916] does not show up or can not be found and thus I can not add it to my list of printers in the System Preferences/Printers and Scanners.

[Kumar0307]

@phdlynn, Welcome to the HP Support Community!

Thank you for the detailed information. 

• Make sure the printer and the MAC are connected to the same wireless network.
• This printer supports only 2.4GHz network.
• Try making a standalone copy and check if that works to check the hardware functionality of the printer.

Check the connectivity between the printer and the MAC

1. Obtain the IP address of the printer by clicking on the Wireless icon on the printer
2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
3. Check the second box that says Send only > 10 pings
4. Click on ping > Check the results at the end if any packets are lost
5. Note: There should be 0% packet loss, share the results in your next post.

Install the printer using AirPrint driver

Please 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 

1.) Click the Apple menu, click System Preferences, and then click Print & Scan or Printers & Scanners.

2.) Check if your printer name displays in the Printers list, If your printer is listed, click the printer name, click the minus sign to delete the printer.

3.) If you see multiple printer queues for the same printer, remove all extra printers by selecting them one at a time, and then clicking the minus button at the bottom of the list.

4.) Click the plus sign, click Add Printer or Scanner, click the printer name.

5.) Click the Use or Print Using menu, select AirPrint in the pop-up menu. Then click Add.

6.) Try to print and Scan.

Let me know how this goes.

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[phdlynn]

Kumar 0307,

Thank you for your reply and suggestions.  Below are the things you asked me to check with the following results in ALL CAPS.

Thank you for the detailed information. 

• Make sure the printer and the MAC are connected to the same wireless network.           YES
• This printer supports only 2.4GHz network.          MY ROUTER SUPPORTS 2.4 AND 5 GHZ
• Try making a standalone copy and check if that works to check the hardware functionality of the printer.             OK

Check the connectivity between the printer and the MAC

1. Obtain the IP address of the printer by clicking on the Wireless icon on the printer.             I KNOW THE IP ADDRESS
2. On the MAC Go to Spotlight > search for Network utility > select Ping tab > enter the IP address of the printer in the box
3. Check the second box that says Send only > 10 pings
4. Click on ping > Check the results at the end if any packets are lost
5. Note: There should be 0% packet loss, share the results in your next post.              NO PACKETS WERE LOST DURING PING

Install the printer using AirPrint driver

1.  I went through all your steps to use AIR PRINT and using the IP Address of the printer as its name.

2.  I WAS ABLE TO SELECT AIRPRINT AND ADD MY PRINTER TO THE LIST UNDER "SYSTEM PREFERENCES/PRINTERS AND SCANNERS."  I HAD NOT USED THE AIRPRINT OPTION BEFORE.

3.  "SCAN" NOW SHOWS FOR MY PRINTER IN THE PRINTER AND SCANNER APP OF SYSTEM PREFERENCES.  WHEN I CLICK ON "OPEN SCANNER" IT GET THE MESSAGE "AN ERROR OCCURRED WHILE COMMUNICATIONG WITH THE SCANNER (-9923).

4.  IF  USE THE HP EASY SCAN APP TO TRY AND SCAN, I NOW GET THE SAME MESSAGE WITH NO ERROR CODE.

5.  I AM ABLE TO PRINT TO THE HP OFFICEJET PRO 8710 AS I WAS BEFORE BUT STILL NOT SCAN.  THE LAST TIME I GOT THE MESSAGE THAT THE SCANNER WAS UNAVAILABLE AND NOW IT SAYS THERE IS A COMMUNICATION ERROR.

6.  WHEN I USE THE HP EASY SCAN APP,  MY PRINTER/SCANNER NOW SHOW UP UNDER "BROWSE SCANNERS" WHICH DID NOT HAPPEN BEFORE.  IT THEN APPEARS TO CONNECT TO THE HP OFFICEJET BUT IF I CHOOSE SCAN THE ERROR MESSAGE I MENTIONED IN ITEM #3 ABOVE COMES UP.

7.  THE ONLY WAY I FOUND I COULD SCAN WAS USING THE FOLLOWING WEB ADDRES: https://XXX.XXX.XX.XX/#hId-pgWebScan.

THE XXX REFER TO THE IP ADDRESS OF MY PRINTER/SCANNER AND I AM USING X'S INSTEAD OF THE ACTUAL IP ADDRESS.  THIS WORKS BUT IS NOT SECURE.  DOES THIS TELL YOU ANYTHING ABOUT WHAT THE CONTINUING PROBLEM MIGHT BE?

AGAIN THANY YOUR FOR YOUR HELP.

[Kumar0307]

@phdlynn

Thank you for the response. The connectivity between the printer and the MAC seems to be fine.

The printer is able to make copies and is able to do web scans.

Since the issue persists while scanning from the app, perform steps 1 and 2 mentioned in this document that may help in resolving this issue.

Keep me posted.

[phdlynn]

Kumar 0307,

Again thanks for additional suggestions to solve my HP scanning problem.  I followed steps 1 and 2 in the HP document you mentioned below and the same problem remains.  I still get the message, "an error occurred while communicating with the scanner."

1.  I can print, copy, and make a web scan using the HP OfficeJet Pro 8710, but can not scan using the HP Easy Scan App or the 3rd party Vuescan app.

Any additional suggestions?

phdlynn

[Kumar0307]

@phdlynn

Thank you for the response. Have you tried scanning from Apple Image Capture?

Refer to this document to know how.

Also, do you have any anti-virus program installed on your MAC?

Create a new user account and check if the issue persists.

Refer to the steps mentioned in this document.

Keep me posted for further assistance.

[phdlynn · Accepted solution]

Kumar0307,

PROBLEM SOLVED

Yes, I have McAfee Antivirus Plus software running.  I removed this software and the HP  Easy Scan worked again.  This should be be one of the first suggestions HP makes to customers have this same problem.  I don't know why anti-virus software should cause a problem like this but it did.

phdlynn

[Kumar0307]

@phdlynn

Glad to know that the issue is now resolved. Some of the anti-virus programs block the scanning feature from the printer. An exception can be added to the anti-virus program to resolve this issue.

Feel free to contact us with any concerns related to HP products.

Happy to help!

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!