HP 8715 Scanning problem after MacOS upgrade

[GeoffW1]

Since I upgraded to macOS Ventura 13.0, my scan process on my 8715 printer does not work.  No matter what method I use (doc feeder, glass platen, scan to pdf) it goes through the usual motions of scanning the document but the result is a blank white page.  Can anyone help?

[Nal_NR]

Hi @,

Welcome to the HP Support Community

I understand you are facing a scan-related issue with your printer. Not to worry I will help you to get a resolution to resolve the issue.

Follow the steps below and see how it goes. 

When attempting to scan with the HP Smart app for Windows or macOS, a Scanning is Currently Unavailable message displays and you cannot scan with the app.

To fix the issue, reset the printer, check the printer connection status in the HP Smart app, use the HP Smart Diagnose & Fix tool, reset the USB printer connection, and then re-add the printer to the app.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

Reset the printer

Reset the printer to recover from printer errors or failures.

If your printer has a rechargeable battery, remove it.

With the printer turned on, disconnect the power cord from the printer.

Unplug the power cord from the power source.

Wait 60 seconds.

Reconnect the power cord to a wall outlet and to the printer.

NOTE:

HP recommends plugging the printer directly into a wall outlet.

Turn on the printer to complete the reset.

Check the connection status in the HP Smart app

Confirm the printer is connected and ready in the HP Smart app.

Open the HP Smart app, wait a few minutes for the printer to connect to the app, and then check the connection status next to the printer icon.

If Ready displays with a green check mark icon , the printer is connected to the device over the same Wi-Fi network. Continue troubleshooting.

If Ready displays with a green cloud icon , the printer is in remote mode, which does not allow access to all printer functions such as scanning. Connect your device to the same Wi-Fi network as your printer.

If Unavailable displays with a black icon , the printer is not connected to the device. Connect your printer to the device over the same Wi-Fi network. For more information, go to HP printer setup (HP Smart app).

Run the HP Smart Diagnose & Fix tool (Windows, Mac)

Use the Diagnose & Fix tool in the HP Smart app for Windows and macOS to identify printer connection or hardware issues.

Open the HP Smart app, and then open the Diagnose & Fix tool from the app home screen.

Windows: Click the Diagnose & Fix icon in the bottom-left corner.

macOS: From the top menu bar, click Printers > Diagnose & Fix.

Click Start, and then wait a few minutes while the app diagnoses and fixes any issues found.

CAUTION:

Do not close the app during this process to avoid causing printer issues.

Review the app results.

If the tool did find an issue, follow the app instructions to resolve it or use the links for more information.

If the tool did not find an issue, the printer connection or hardware might not be causing the problem. Click Done to return to the HP Smart app home screen, and then continue troubleshooting.

You may also refer to this document for the remaining steps. 

And you may also check this document here for further assistance. 

Hope this helps! Keep me posted. 

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!

[Nal_NR]

Hi @GeoffW1,

Hope I was able to fix the issue. If you need further assistance, feel free to reach out to us. 

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!

[GeoffW1]

Hi, sorry I tried to follow your instructions but in my version of the HP Smart app I cannot find the "Diagnose & Fix" ( I attach a screenshot of the main panel when starting my HP Smart app).  It is not under "Help & Support" - where do I find it?:

Furthermore, I don't think it is anything to do with the Mac or the drivers as I believe the fault lies with the printer.  In using it as a straightforward copier and copying a monochrome document from the the platen in colour I get the following output with blue lines down the length of the page:

Apart from this the printer works fine, so I am reluctant to buy a brand new printer.  Can you state whether the scanner unit in the printer can be fixed?

Thanks,

Geoff

[Nal_NR]

Hi @GeoffW1,

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for private message.