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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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‎11-17-2019 01:04 AM

HP Recommended
Product: HP ENVY Photo 7855
Operating System: macOS 10.14 Mojave

I have a NEW Printer (7855).  I get this error message like many other people  -9923 stating there is some communication error...    I can Print Documents and photos just fine.

I can actually Scan a document by using my iPhone but from the iMac, the printer will not scan.

 

I downloaded the HP Easy Scan App but it still will not work.  When I first bought this printer two months ago (Sept 2019) I tested the scan and it worked fine.  But now...  no luck.

2 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎11-17-2019 11:44 AM

HP Recommended

Hi,

restart both your printer and the Mac and check if you may see any difference.

 

If the same persists, try following HP Easy Start to ensure the HP Essential Software and HP Easy Scan apps are up to date:

https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Applications/HP_Easy_Start.app.zip

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂

View solution in original post

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4 REPLIES 4

‎11-17-2019 11:44 AM

HP Recommended

Hi,

restart both your printer and the Mac and check if you may see any difference.

 

If the same persists, try following HP Easy Start to ensure the HP Essential Software and HP Easy Scan apps are up to date:

https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Applications/HP_Easy_Start.app.zip

 

Shlomi



Click the Yes button to reply that the response was helpful or to say thanks.
If my post resolve your problem please mark it as an Accepted Solution 🙂
Was this reply helpful? Yes No

‎11-17-2019 05:05 PM

HP Recommended

I had to go to step two you offered.  It seems to work from the "Easy Scan" App, but still won't scan when using the "HP Smart" App pinned on my iMac App Dock....
Thank you for your time!

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‎11-23-2019 03:11 PM

HP Recommended

I have the same error message.  I have restarted my computer and printer.  I have gone through the entire start-up process.  I can do a test print in the startup but I receive error message when I try to scan.   I have had my scanner for 3 years.  This is something new

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‎11-23-2019 05:11 PM - edited ‎11-23-2019 05:15 PM

HP Recommended
 
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 ‎11-17-2019 11:44 AM

Hi,

restart both your printer and the Mac and check if you may see any difference.

 

If the same persists, try following HP Easy Start to ensure the HP Essential Software and HP Easy Scan apps are up to date:

https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Applications/HP_Easy_Start.app.zip

 

Shlomi

 

 

 

 

 

https://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Applications/HP_Easy_Start.app.zip

 

I updated software and downloaded the "HP Easy Scan" app from a solution given to me by "Shlomil" and I can scan from the printer to my computer now.

 

Hope it works for you.

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