Failed to Open Connection -21345 and connection issues

[RichardChelsea]

Thanks for any help on this.

Sometimes the printer scans, sometimes it doesn't.

It is all set up, blue light on the wifi icon.

I use the printer, shortcut through settings and then select scan. It then opens image capture and the document appears on the screen.

Sometimes it scans no problem, other times it comes up Failed to open a connection to the device (-21345).

Can someone tell me how I can remove this error and get it to work every time with no issues.  Thanks for your help.  Using the app is no better than doing it this way and I want it to be easy for every user.

[Hawks_Eye]

Hi @RichardChelsea 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for sharing those details and for already checking the Wi-Fi light and using the scan shortcut—your effort is truly appreciated. I understand how frustrating it must be to have the scan work intermittently, especially when you're aiming for a smooth, reliable experience for everyone using the printer.

The error code -21345 typically points to a communication hiccup between the computer and the printer, even if the Wi-Fi light is solid. Let’s walk through a few steps to help stabilize the connection and eliminate that error:

 

Step 1: Power Cycle Everything

1. Turn off the printer and unplug it from the power source.
2. Restart your computer.
3. Unplug your Wi-Fi router for 30 seconds, then plug it back in and wait until it's fully back online.
4. Plug the printer back in and turn it on once the network is stable.

This refreshes all connections and clears any temporary glitches.

 

Step 2: Assign a Manual IP Address to the Printer

1. On the printer’s control panel, print a Network Configuration Page (usually found under Wireless or Network Settings).
2. Note the current IP address.
3. Open a web browser on your computer and type that IP address into the address bar to access the printer’s Embedded Web Server.
4. Go to Network > Wireless > IPv4 Configuration.
5. Select Manual IP, then click Suggest a Manual IP Address and apply the changes.

This helps prevent the IP from changing, which can cause intermittent connection issues.

 

Step 3: Re-add the Printer Using the IP Address

1. On your Windows computer, go to Settings > Devices > Printers & scanners.
2. Remove the existing printer entry.
3. Click Add a printer or scanner, then The printer that I want isn’t listed.
4. Choose Add a printer using a TCP/IP address or hostname.
5. Enter the manual IP address you set earlier and follow the prompts.

This ensures your computer always connects to the correct device.

 

Step 4: Use the HP App for Scanning

Even though you mentioned the app hasn’t been better, it’s worth trying again after the above steps. The HP App is designed to maintain a more stable connection and can sometimes bypass issues that affect Image Capture or other scan utilities.

 

Step 5: Keep Software Updated

• Ensure your printer firmware is up to date via the Embedded Web Server.
• On your computer, check for Windows updates and install any pending ones.
• If you’re using any HP software, make sure it’s the latest version.

Once these steps are completed, scanning should become more consistent and error-free. If the issue ever resurfaces, just let me know what changed and we’ll fine-tune it further. You're doing all the right things—let’s keep it going until it’s seamless every time.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye