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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
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‎03-28-2025 04:26 PM

HP Recommended
Operating System: Other

Operating System macOS Sequoia 15.3.2

Since last system update Image Capture does not scan - message: "The scanner failed to complete the overview scan."

All recommended fixes were executed to no avail.

Downloaded HP Smart  and I get "Scanner is busy" message.

All recommended fixes were executed to no avail.

Anyone else had this problem - is there a solution?

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1 REPLY 1

‎03-31-2025 08:14 AM

HP Recommended

Hi @Klark1 

 

Welcome to the HP Support Community! 

 

Thanks for posting your query! We're here to help you get back up and running.

 

It sounds like your HP ENVY 6020 is facing persistent scanning issues after the macOS update. 

 

Here are some additional steps you can try to resolve the problem:

 

1. Reset the Printing System

  • Go to System Settings > Printers & Scanners.
  • Right-click (or Control-click) in the printer list and select Reset Printing System.
  • Re-add your printer and scanner after the reset.

 

2. Update Printer Firmware

  • Visit the HP Support website to check for and install the latest firmware for your printer. Firmware updates can resolve compatibility issues with macOS updates.

 

3. Check Scanner Permissions

  • Go to System Settings > Privacy & Security > Files and Folders.
  • Ensure that the HP Smart app and Image Capture have permission to access your scanner.

 

4. Use Image Capture Alternatives

  • If Image Capture continues to fail, try scanning directly through the HP Smart app or another third-party scanning app like VueScan.

 

5. Reinstall HP Smart

  • Uninstall the HP Smart app completely.
  • Reinstall it from the Mac App Store and set up your printer again.

 

6. Power Cycle the Printer

  • Turn off the printer and unplug it from the power source.
  • Wait for 2 minutes, then plug it back in and turn it on.

 

7. Check Network Connection

  • Ensure your printer and Mac are connected to the same Wi-Fi network.
  • If possible, try connecting the printer via USB to rule out network-related issues.

 

If this solution hits the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 😊

 

Take care, and have an amazing day!

 

Regards, 

Hawks_Eye

I am an HP Employee.

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! 
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