Error -9923 when I try to scan a document on HP Officejet 6960

[eah57090]

I am getting the error message -9923 when I try to wirelessly scan using my HP Officejet 6960. The printing works fine. Any ideas of what I can do?

[Raj1788]

Hi @eah57090,

Thank you for joining HP Forums. 

This is a great place to get support, find answers

I understand that you are unable to scan to computer.

No worries, I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

Have you tried to change any scan setting on the computer?

Is copy working fine?

Restarting the computer and printer can restore the scan connection and scan options, then check the scanning settings on the Mac.

1. Turn off the printer.

2. Make sure the printer power cord connects directly to an electrical outlet and not through a surge protector or power strip.

3. Close all running programs on the computer, then restart the computer.

4. Turn on the printer.

5. On the desktop, double-click Macintosh HD, click Applications, click the Hewlett-Packard or HP folder, then double-click HP Utility.

      NOTE:

   If HP Utility is not in the folder, skip to the step to install the HP software for your printer.

6. Under Scan Settings, click Scan to Computer, then make sure the Enable Scan to Computer check box is selected.

7. Try to scan.

If the issue persists, click here for further assistance.

Keep me posted, how it goes!
If the information I've provided was helpful.
Give us some reinforcement by clicking the solution and kudos buttons, that'll help us and others see that we've got the answers!
Cheers!

[MajorHacov]

Hi,

I have almost the same problem. I HAD an HP All-In-One 8600 and everything worked fine. The printer died. 

I replaced it with an HP All-In-One 8710. It prints and copies just fine.

But when I try and use the scan functon, I get an error -9923 when I try and scan anything. If I use HP's scanning software, it just hangs. So, a few comments on your previous answer, in BOLD in line below: 

Thank you for joining HP Forums. 

This is a great place to get support, find answers

NOT TRUE!

I understand that you are unable to scan to computer.

You understand correctly

No worries, I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

Have you tried to change any scan setting on the computer?

There are no settings until the scanner attaches. So no, there is nothing to change yet

Is copy working fine?

YES

Restarting the computer and printer can restore the scan connection and scan options, then check the scanning

While it will make no difference, I rebooted my computer. No change.

settings on the Mac.

1. Turn off the printer.

   DONE MANY TIMES

2. Make sure the printer power cord connects directly to an electrical outlet and not through a surge protector or power strip.

   As a computer and electrical engineer, and someone who designed Mac computers, I can tell you all that this is the most rediculous, nonsense statement I have ever heard. Since the printer does not communicate through the electric cord, a surge protector WILL MAKE NO DIFFERENCE AT ALL! NONE, NADA. Neither will a power strip. Where do these rediculous ideas come from? Please explain to me how a surge protector or power stips can alter the SCANNING FUNCTION ONLY of the device, but no other functions? Magical thinking?
   
   All that said, it is not plugged into either. 

3. Close all running programs on the computer, then restart the computer.

   Note that restarting a computer closes all program. You knew this, right?

4. Turn on the printer.

   Great idea.

5. On the desktop, double-click Macintosh HD, click Applications, click the Hewlett-Packard or HP folder, then double-click HP Utility.

      NOTE:

   If HP Utility is not in the folder, skip to the step to install the HP software for your printer.

   "No software or drivers are available for this product with the selected operating system" This would be a fantastic idea if you actually decided to support Macintosh going forward. Do I need to return this printer from where I bought it since you no longer support Mac? 

1. Under Scan Settings, click Scan to Computer, then make sure the Enable Scan to Computer check box is selected.

   Can't do this. I have no such software with that seeing. See above.

2. Try to scan.

   Nothing, of course, has changed. 

Any other bright ideas? 

Keep me posted, how it goes!
If the information I've provided was helpful.
Give us some reinforcement by clicking the solution and kudos buttons, that'll help us and others see that we've got the answers!
Cheers!

---

[MajorHacov]

Oh, and I see that HP does not support this printer on 10.14.x on a Mac. No drivers. 

I just wasted a lot of money on a printer I cannot use fully now. Guess this is my last HP printer. And BestBuy says I can't return it unless it is exactly as received. Perfect. Last purchase from them too. If I had bought this from Costco, I could simply take it back. Live and learn. 

[christianboyce]

Try going into System Preferences/Network/WiFi/Advanced... (assuming you're using WiFi) and then setting IPv6 to "Automatic." It worked for me. I got the -9923 error when attempting to scan to either a Brother or an Epson (both on the same network) and it turned out IPv6 was set to "Link-local only." I changed that to "Automatic" and I could scan using the Brother and the Epson. I've seen this work in a second situation also. Maybe it will work for you and your HP also.