ERROR WITH SCANNER

[AlbertoLP]

I HAVE reset printing system before posting here.

I have exhausted all options available in Troubleshooting section of hp.com and from the Virtual Assistant.

I was than hoping to get to the next level of support with this message.

MacOS 10.13 does NOT recognize this unit (OfficeJet Pro 6970) correctly through the network like before, it just see printer through bonjour, not via IP address, plus PRINTER is seen via bonjour as having all features, but only PRINTER and FAX work, SCANNER doesn't.

HP Easy scan app, that is not anymore available through Apple store, I have v. 1.9.3 (002), does not comunicate with SCANNER via Bonjour.

Only way to see SCANNER is via HP Smart app.

Any advice to use a third-party app to scan is NOT going to work, if the SYSTEM does not see this unit as SCANNER - not Image Capture, not VueScan, not HP Easy Scan - if the SYSTEM does not see it as SCANNER - it won't work.

So my question is - how do I make macOS10.13 to recognize that OfficeJet Pro 6970 is a scanner as well as printer and fax? Unless you are telling me that this unit just does not work with macOS10.13

[Raj_05]

Hi @AlbertoLP,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

It seems like you are encountering connectivity and functionality issues with your HP OfficeJet Pro 6970 All-In-One Printer on macOS 10.13. Here are some steps you can take to troubleshoot and resolve these issues.

Check Network Connection:

• Ensure that your printer and computer are connected to the same network.
• Verify that the printer's Wi-Fi or Ethernet connection is stable.

Restart Devices:

• Try restarting both your printer and your Mac. Sometimes, a simple restart can resolve communication issues.

Update Printer Firmware/Software:

• Visit the HP website and check if there are any firmware or driver updates available for your printer model. If updates are available, install them.

Reinstall Printer Driver:

• Uninstall the existing printer driver from your Mac.
• Download the latest printer driver from the HP website and install it.

Check Network Settings:

• Ensure that your printer has a static IP address assigned on your network instead of using DHCP. This can help maintain a consistent connection.

Configure Scanning Settings:

• Open the HP Smart app and ensure that the scanning settings are properly configured. Make sure that the scanner is recognized.

Firewall/Antivirus:

• Check if any firewall or antivirus software on your Mac is blocking the communication with the scanner. Temporarily disable them to see if it resolves the issue.

HP Scan Utility:

• Instead of using the HP Easy Scan app, you can try using the HP Scan Utility (if available) for scanning. This utility is often included with HP printer drivers.

Upgrade macOS:

• macOS 10.13 (High Sierra) is relatively old, and upgrading to a newer macOS version might resolve compatibility issues. However, make sure your printer has driver support for the newer macOS version before upgrading.

Remember to back up important documents and settings before making significant changes to your system or upgrading your macOS version

I hope this helps. 
 

Take care and have a good day.

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!

Alden4
HP Support 

[AlbertoLP]

I pretty much tried all those things, but I believe problem stays with IPv6 interferences. Old printer firmware allowed to disable IPv6, new one does't. Probably driver of my MACOS 10.13 is not compatible with IPv6 protocol even if IPv6 is not set.

You should modify firmware in order to disable IPv6 feature if needed.

Please let me know if it can make any sense.

[Raj_05]

Hi @AlbertoLP,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support