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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).
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‎10-23-2020 05:58 PM - edited ‎10-23-2020 07:02 PM

HP Recommended
Product: MacBook Pro
Operating System: macOS 10.15 Catalina

Office JetPro 8710-AirPrint.  When trying to open the scanner from System Preferences, I got the error message "Failed to open a connection to the device (-21345).  I have tried Resting printing system - restart Mac and it didn't work; I have enabled IPV4 only protocol and tried to restart the printer...driver updated, firmware updated.  Nothing has worked.  I used to have access to the scanner through the Systems Preferences until today. 

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20 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎10-24-2020 01:38 PM

HP Recommended

The solution is to download this package which will update drivers AND THE CERTIFICATE:
ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Installations/Essentials/hp-printer-essentials-...

 

Easy Admin did nothing. Easy Startup did nothing. 5.1 drivers did nothing. This worked for me!

View solution in original post

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22 REPLIES 22

‎10-24-2020 01:38 PM

HP Recommended

The solution is to download this package which will update drivers AND THE CERTIFICATE:
ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Installations/Essentials/hp-printer-essentials-...

 

Easy Admin did nothing. Easy Startup did nothing. 5.1 drivers did nothing. This worked for me!

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‎10-24-2020 01:46 PM - edited ‎10-24-2020 04:04 PM

HP Recommended

Sorry for the double post!

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‎10-24-2020 03:56 PM

HP Recommended

Running iMac (Late 2015) OS10.15.7

 

Besides the (-21345) error when trying to scan, I get a Filter failed dialog when I try to print. Downloading the printer driver software from HP & reinstalling does not help.

 

When I tried to access the recommended page about updating the drivers & certificate, I get a Not Found reply. Is there another source for that package?

 

Thanks. 

 

 

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‎10-24-2020 03:58 PM - edited ‎10-24-2020 04:03 PM

HP Recommended

It won't let me post as plain text...

ftp://ftp.hp.com/pub/softlib/software12/HP_Quick_Start/osx/Installations/Essentials/hp-printer-essen...

End of link is this:

/pub/softlib/software12/HP_Quick_Start/osx/Installations/Essentials/hp-printer-essentials-S-5_14_8_4.pkg

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‎10-24-2020 04:16 PM

HP Recommended

I control-clicked the link & it downloaded. Printing now works but I still get the (-21345) error when trying to scan. Any ideas?

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‎10-24-2020 04:31 PM

HP Recommended

Did you uninstall and reinstall in System Preferences/Printers & Scanners?

1 person found this reply helpful
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‎10-24-2020 05:12 PM

HP Recommended

I only have the HP Utility in my Applications Folder. I do not have an HP Uninstaller.

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‎10-24-2020 05:24 PM

HP Recommended

You have to go to System Preferences, then Printers & Scanners. Select the device, and click the minus button below. Then click the plus button to re-add it.

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‎10-24-2020 07:56 PM

HP Recommended

Thanks for the reply & advice. I did as suggested and still get the message: Failed to open a connection to the device (-21345)

 

Should I restart the iMac first or afterwards? Should I do anything with the printer itself?

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