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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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Locked

‎01-18-2020 05:41 PM

HP Recommended
Product: HP ENVY Photo 7855
Operating System: macOS 10.15 Catalina

Trying to scan a document to email and last week it just stopped working.  I place the document on the glass and it says loading for a long time and then the message Scan to email failed.  Exit or try again.   Even loading it on the document feeder doesn't work.  I've tried unplugging it, restarting it, removing the wifi and reconnecting the wifi - nothing is working.  It's only a year old.

15 people had the same question
1 REPLY 1

‎01-21-2020 08:51 AM

HP Recommended

Hi @cmaccleod17

Welcome to the HP Support Community. To assist you better, I would like to know the following:

  • Are you able to scan from the printer to the MAC instead of scanning to email?
  • Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.
  • Which application do you use to scan?
  • Which email client are you using?
  • How is the printer connected to the MAC?

For now, let us try these steps:

 

Reset the printer

  1. With the printer turned on, disconnect the power cord from the rear of the printer.
  2. Wait at least 60 seconds.
  3. Reconnect the power cord to the rear of the printer.
  4. Turn ON the printer, if it does not automatically turn on.
  5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

 

Update the printer firmware

Click here to know different methods of updating printer firmware.

 

Also, check for any software updates on MAC

Click here to know how.

 

Keep me posted for further assistance.

 

KUMAR0307
I am an HP Employee

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