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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
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
Locked

‎10-23-2020 11:09 AM

HP Recommended
Product: macbook Catalina 10.15.5
Operating System: macOS 10.15 Catalina

Opened to scan documents today and I receive this message "Failed to open a connection to the device (-21345)".

 

I have done the following things with no luck:

Shut the computer down and restarted

Unplugged/replugged printer

New ink cartridge in printer then shut down

Deleted printer from computer and added back on and then shut down

Reset printing system and then shut down 

 

So now what?  The printing function works.  Just the scanner won't. 

 

Thanks! Mkalten

Category:
4 people had the same question
1 REPLY 1

‎11-03-2020 11:06 AM - edited ‎11-03-2020 11:12 AM

HP Recommended

@MKALTEN, Welcome to the HP Support Community!

 

Which app are you using to scan?

I assume the printer is connected wirelessly.

 

For now, update the printer firmware

Click here to update the firmware from your MAC

Click here to know different methods of updating printer firmware.

 

Also, check for any software updates on MAC

Click the Apple icon > About This Mac > Software Update and install any available update.

 

Try scanning. If the issue persists, make sure the printer is not in sleep mode. Wake the printer by pressing any button on the printer and then try scanning.

 

You may use one of the 3 methods shown in this document to scan from your MAC - How to scan

 

Hope this helps! Keep me posted. 

 

Please click “Accept as 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!

Have a great day! 

KUMAR0307
I am an HP Employee

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